Helpdesk Technician I

Benaroya Research Shoreline, WA

Under direct supervision, responds to and diagnoses problems through discussion with users. Includes problem recognition, research, isolation and resolution steps. Typically resolves basic problems while referring more complex problems to intermediate and/or senior level. May involve use of problem management database and helpdesk systems.

Provides technology support for users primarily in the areas of scientific and web-based applications, as well as back-office applications, desktop workstations, laptops and printers. Specializes in a limited set of supported technologies, which may include Linux, Microsoft Servers or storage management, but generally not all of these for a single individual. The Helpdesk Support Technician II will use a trouble ticketing system to retrieve work from a queue as well as to document procedures used to resolve customer issues.

The position is expected to escalate complex issues to an IT Support Engineer, or supervisor as required. The incumbent will serve in an on-call rotation, but may escalate issues to senior staff. This role will be expected to perform routine meeting setup and takedown. This position may choose to be part of an on-call support rotation, and may escalate any issues to senior staff.

This position is typically staffed by beginners who have had sufficient educational background and/or experience.


Associate's Degree in a relevant course of study plus one year of experience or three years of equivalent experience providing technical support in a complex computing environment.

A basic knowledge of current Microsoft Windows workstation configurations as well as a general understanding of troubleshooting technical issues at the physical, network and application layers will be required.

Basic understanding of networking technologies in Microsoft platforms and familiarity with CIFS/SMB and Microsoft DFS.

Requires familiarity with Microsoft Office, including Outlook.Valuable, but not required skills include:

* Understanding of Mac operations in a Windows Domain environment

* Familiarity with Linux System Administration

* Linux file permissions

* Integrating Linux in a Windows environment

* Familiarity with Apache/Tomcat, bash shell, familiarity with NFS

* Familiarity with a commonly available Linux editor such as VI

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