Deskside Support TechnicianJob LocationsUS-WA-RichlandIDWA-4541CategoryInformation TechnologyTypeFull TimeAbout the OrganizationE2 Consulting Engineers, Inc. (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.OverviewSeeking a collaborative Help Desk Technician to support a company-wide computing environment. Daily tasks consist of responding to queries on the phone, via email, in person, or through remote access. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of systems, hardware, and software. Training other staff on troubleshooting and diagnosing problems. Gaining feedback from customers to improve training methods.ResponsibilitiesResponsibilities:Field customer questions and service requests via calls, voicemail, email and walk-ins.Resolve end user IT issues remotely, in person, or dispatch to appropriate IT specialists.Monitor customer issues and IT service delivery via customer calls and on-line monitoring tools.Escalate support issues to appropriate department IT Manager.Assist with operation of loaner equipment library.Provides end user support in a fast paced, technically challenging IT environment.Works at both a construction site and an office environment.Installs and upgrades software and performs regular maintenance on personal computers and printers.Documents support and diagnostic activities and accurately resolves and closes assigned trouble tickets by following customer support standards and procedures.Actively manages customer explanations through effective communications. Makes frequent contact with end users and customers to resolve problems and issues relating to information technology.Works collaboratively to assist other Service Center and Deskside Support team members, ensuring team performance goals are met.Spearhead service improvement initiatives, as requested by management.QualificationsBasic Qualifications:BA/BS in Computer Science, Information Technology or related field from an accredited college or university, in lieu of a degree, 6 years of progressive, related experience.Possess the legal right to work and remain in the United States without sponsorship.Must be able to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check which includes verification of employment and education.Must be able to obtain a Department of Energy badge for access to the Hanford Site.Minimum Qualifications:Must be able to complete and pass a pre-employment drug screen, physical (if located at the construction site), and background check which includes verification of employment and education.Must be able to obtain a Department of Energy badge for access to the Hanford Site.Experience in an IT Call Center troubleshooting user issues remotely.Strong workstation hardware and software problem solving skills.Diplomatic skills in end user communication. Handle customer interactions in an accurate, effective and timely manner, and articulate ideas in clear & concise reports.Attention to quality, including accurate documentation of work completed.Must be able to work productively with little supervision.Must be able to physically move computers and associated hardware.Related experience includes bu