IT Desktop Support Technician II

WHY JOIN BALLARD MARINE CONSTRUCTION?

Ballard Marine Construction is a specialty marine and underwater contractor based in Washougal, WA, with regional offices and projects throughout North America.

Why join Ballard? It’s simple. You get to work on amazing technical projects with likeminded team members. The Ballard culture is second to none, and because of that we are incredibly protective and particular on who we invite onto the team. We have a unique culture of true excellence; we hold each other accountable from our newest interns and engineers to our most senior leaders. You will always go to work knowing that everyone you are working with cares as much as you do and is working hard to reach common goals. You will get out of it what you put into it. Ballard is an amazing place to work and if what we’ve said resonates with you, you just might be right for us!

Job Summary:

The IT Support Technician will maintain proper computer operations to ensure end users are able to accomplish business tasks. This includes but is not limited to prioritizing, documenting, and actively resolving end user support requests. Problem resolution may involve the use of diagnostic tools and may require in-person, hands-on technical assistance for desktop needs.

We are looking for someone who can excel in the following:

• Configure, deploy, and troubleshoot computers, mobile devices, and related hardware/software systems

• Set up and manage user accounts and permissions within Active Directory (AD) and Microsoft 365 (M365) environments

• Maintain accurate records of hardware and software through inventory and asset management practices

• Provide daily technical support to staff in a professional, customer service-oriented manner, resolving a wide range of IT-related issues

• Assist with onboarding and training of new employees, ensuring a smooth and efficient introduction to company systems and processes

Ideal Candidate:

Core Attributes:

• Grit and Resiliency - We dig deep to figure out how to make things happen no matter how impossible it seems. We never give up. We take on challenges that nobody else can; or will.

• Comradery and Inspirational - We are a hard-working team of likeminded individuals working toward a common goal. We regularly celebrate wins and like to have fun whether at work or at play. We come together each day looking for ways to instill life and energy into the world around us.

• Driven and Competitive - We love competition. We love to win and love to learn when we lose. Not getting the job done is not an option. We are obsessed to do our best and we do what it takes to win.

• Trustworthy and Respectful - We are passionate about honesty, authenticity and transparency. No lies. No drama. No politics. We value constructive conflict and ensure that even in conflict we treat others with respect.

• Ownership and Accountability - When something goes wrong, we first “look in the mirror” before we “look out the window”. We ask “what could I have done differently?” and then we share lessons learned. Regularly challenging ourselves and those around us to be better is a way of life. “Me first” belongs here.

Education:

• AA Degree in Computer Science/Computer Networking

• Industry Certifications and relevant experience considered in lieu of a degree

Experience:

• Three (3) years of advanced desktop support

• Experience in Windows Network Environment, Operating Systems, MS Office. Certifications in Desktop OS (Windows 10,11), Windows Server OS (2008, 2012, 2016), and MS Office (M365) are strongly preferred

• Microsoft 365/Cloud Administration experience preferred, including:

o Microsoft Intune

o Microsoft SharePoint 365

o Microsoft Dynamics 365 and Power Platform beneficial

• Solid understanding of Active Directory

• Solid understanding of network protocols and configurations for endpoint network troubleshooting.

• Experience troubleshooting hardware issues, including laptop hardware and peripheral issues

• Call center/Customer Service experience is a plus

Skills:

• Exceptional written and oral communication skills

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

• Strong documentation skills

• Ability to conduct research into a wide range of computer issues as required

• Proven analytical and problem-solving abilities

• Strong ability to multitask and prioritize tasks

• Knowledge of terminal services and remote desktop technology

• Strong commitment to quality customer service, experience working in a team-oriented, collaborative environment

• Self-directed learning. Able to use downtime wisely as an opportunity for continued learning

• Ability to work independently as well as willingness to follow direction and best practices

• Ability to work in a fast-paced environment while satisfying customer needs and maintaining effective working relationships

• Desire to grow in technical knowledge and responsibilities

Responsibilities:

• Monitor the technical support queue for incoming requests from end users using service desk software.

• Prioritize and schedule problem resolution.

• Troubleshoot issues using diagnostic tools and internet resources.

• Provide advanced desktop support for end-users, including troubleshooting hardware, software, and network issues

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and drivers, implementing file backups, configuring systems.

• Resolve issues and requests in a timely, courteous manner via telephone, remote access software, e-mail, and in person.

• Escalate problems (when required) to the next level or management.

• Test fixes to ensure problems have been adequately resolved.

• Perform post-resolution follow-ups to evaluate resolutions and analyze trends to prevent future problems.

• Document and record all relevant end-user identification information, the request problem-solving process, successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Build rapport and elicit problem details from help desk customers.

Setup Active Directory accounts, Office 365 mailboxes, and account permissions.

• Set up new computers and workstations (installing software, configuring email, etc.)

• Coordinate with other IT teams to ensure the stability and efficiency of IT infrastructure.

Maintain IT equipment inventory.

Coordinate hardware warranty repair

• Identify and learn software and hardware used and supported by the organization.

• Develop help sheets and frequently asked questions lists for end users.

• Support Microsoft 365 environment

o Office applications

o SharePoint

o Dynamics CRM

Physical Demands Working Environment:

• Work is performed in a dynamic and ever-changing environment and requires a high level of flexibility

• Hours fluctuate based on work demand

• After-hours support is occasionally required

• Will regularly lift heavy equipment (up to 50lbs.), bend, stand, crawl, and walk while supporting desk environments and server room rack environments

• Will perform work at a computer for extended periods

• Will travel to provide support for other offices as the position grows

Benefits:

Ballard offers a comprehensive benefits package and provides a culture that values opportunity for growth, development, and internal promotion. Benefits include medical, dental, vision, life insurance, LTD, STD, PTO, 401K Plan with employer match, paid holidays, and so much more!!

Salary Range:

• $65K - $75K

• Pay is commensurate with experience and qualifications.

EEO Statement:

Ballard Marine Construction, LLC. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or veteran status. A reasonable accommodation will be considered for qualified individuals with a disability if it does not create an undue hardship for the Company, consistent with the ADA as amended.