Technical Support Specialist II

Technical Support Specialist II NWPX Infrastructure Inc. - 3.5 Vancouver, WA Job Details Full-time 4 hours ago Benefits AD&D insurance Paid holidays Health insurance Dental insurance Tuition reimbursement Employee assistance program Vision insurance 401(k) matching Opportunities for advancement Qualifications High school diploma or GED Full Job Description Build Your Future at NWPX At NWPX Infrastructure, we manufacture welded steel pipe and precast products that form the backbone of America's water infrastructure. It's work you can be proud of—and an opportunity to advance your career with a company committed to your professional growth and well-being. Our brands—Northwest Pipe Company, NWPX Park, and NWPX Geneva—set the standard for safety, quality, innovation, and performance. Guided by our core values of Accountability, Commitment, and Teamwork, our people work collaboratively to deliver reliable products and trusted service to our customers—while building stable, rewarding careers along the way. For over 50 years, NWPX has been a leader in reliable water infrastructure solutions, and our people are the foundation of our success. Build your future with us and be part of a legacy grounded in water.

WHAT NWPX OFFERS YOU

Medical, Dental, Vision, Life, AD&D Insurance Paid Vacation, Holidays, and Sick Time 401k Retirement Savings Plan with Employer Match On-Demand Pay (Access Your Earned Wages Before Payday) Bonus Potential Up to $5,000 per year Tuition Reimbursement Safety Footwear and Eyewear Voucher (Day 1 of Employment) Employee Assistance Program (EAP) Opportunities for Career Advancement Values-Driven Culture Committed to Equal Opportunities and Safety

ABOUT THE JOB

As the second tier of the technical support team, work to troubleshoot, triage, and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals. Enter and manage workload in our trouble ticket system; reviewing and responding to escalated end user requests. Use remote management tools to diagnose problems.

ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES

Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues for either resolution or escalation in a timely fashion Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information Prioritize issues and task-switch as new requests come in Create, remove, and manage permissions of User Accounts within Active Directory and other systems Utilize remote monitoring and management tools to address health status issues, errors, and security issues on computers Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards Review alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalate as needed Accurately document resolutions and contribute to knowledge base Perform effective root cause analyses and assist the team in creating strategies to prevent repeat issues Assist the infrastructure team in tests and projects where applicable

SECONDARY RESPONSIBILITIES

Other duties as assigned

SUPERVISORY RESPONSIBILITIES

There are no supervisory responsibilities associated with this position

KNOWLEDGE, SKILLS, ABILITIES

Advanced understanding of Windows desktop operating systems in a Windows domain environment Intermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity Basic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment Demonstrable troubleshooting and problem-solving skills Exceptional verbal & written communication skills Ability to communicate effectively with both technical and non-technical personnel Experience working with a ticketing system, such as Jira, Zendesk or Freshdesk

EDUCATION/EXPERIENCE

Minimum High School diploma Additional technical education or certification desired 2 to 5 years in helpdesk or desktop support position required

PHYSICAL DEMANDS/WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regular, reliable and predictable attendance is necessary in order to perform the essential functions of this position. Physical Activity Over 2/3 of the time

Standing/Sit:

Remaining upright in a stationary position, particularly for sustained periods.

Fingering:

Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling to complete computer work.

Talking:

Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.

Communicating:

Expressing or exchanging ideas and information accurately, in written or diagram form.

Hearing:

Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. Less than 1/3 of the time:

Stooping:

Positions self to move office equipment

Crawling:

Moving about to access desk cabling

Reaching:

Grabbing things from a distance above or from the side.

Walking:

Moving about to accomplish tasks, particularly for long distances or moving from one work site to another.

Physical Requirements Light work:

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Visual Acuity The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and visual inspection involving small defects at distances close to the eyes. Over 2/3 of the time: The worker is required to have close vision (clear vision at 20 inches or less). The worker is required to have color vision (ability to identify and distinguish colors). Less than 1/3 of the time: The worker is required to have peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point). The worker is required to have depth perception (three-dimensional vision, ability to judge distances and spatial relationships). The worker is required to have the ability to adjust visual focus (ability to adjust the eye to bring an object into sharp focus). Weather Conditions The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work) Noise Levels Over 2/3 of the time: Moderate noise (examples: business office with computers and printers, light traffic) Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Except where prohibited by state law, offers of employment may be contingent upon the successful completion of a background check, drug test, and/or physical examination, as determined by the essential functions and physical requirements of the position. NWPX Infrastructure is committed to equal employment opportunity. Veterans and individuals with disabilities are encouraged to apply. NWPX Infrastructure reserves the right to close the position, with or without notice, if a qualified candidate is identified prior to the close date.