Service Desk Technician

COMPANY OVERVIEW

With roots tracing back to 1990, Seitel Systems is a trusted IT partner delivering high-quality, straightforward managed services, network support, cloud solutions, AI and cybersecurity to small and medium-sized businesses across a mix of industries in the greater Puget Sound region.

We are an employee-owned company (ESOP) and thus we align our team’s success with our Clients. We believe that effective IT combines People, Process, and Technology— delivering partnership over transactions, simplicity over complexity, and expert, vendor-neutral advice. Our local service desk and proactive approach help Clients focus on their missions while we handle the technology. In other words "IT Support Made Simple".

Our team of 35 employees serves 200+ clients across a mix of industries and levels of IT complexity. We have achieved consistent profitability, strong Client retention and a highly engaged workforce while maintaining a people-first culture that is increasingly rare in the technology services industry.

ROLE OVERVIEW

As a Service Desk Technician you'll work with a tight-knit team to provide Tier One and Tier Two IT support to our Clients. Unlike a traditional IT gig where every day it's the same stuff, this position will help you jumpstart your career by giving you broad exposure to a variety of technology across a variety of environments.

If you think you're ready to "step up your game" then please read on to see if your skills are a great fit.

Our Service Desk Technicians have thefollowing responsibilities:

• You'll work with teammates to resolve problems quickly, communicate clearly, document thoroughly and create a consistently great support experience.
• You'll also collaborate with and mentor teammates on emerging technologies, lessons learned, and "right-to-left" improvements that make service delivery better.
• You'll help them tackle both everyday technical issues and more involved troubleshooting to keep them productive and confident in their technology. What we do matters to our Clients, and we take pride in keeping their IT humming along.

How to know if you're a successful Service Desk Technician? Here are three key first-year outcomes for this position:

• You are well integrated with your Service Desk team having built strong working relationships and open communication. You'll be proficient with the tools and systems used by Seitel Systems to deliver exceptional client support
• You've progressed on your Career Development plan by learning new technologies, earning relevant certifications and expanding your skill set.
• You're meeting reasonable expectations or client-facing work

QUALIFICATIONS

All of our folks are expected to have the following qualities:

• A solid work ethic and please be a self-starter, we want people who are wired to "take action" to solve problems for our Clients
• Effective communication skills for both technical and non-technical audiences; communicating with our Clients is in many ways the most important thing we do
• Actively participate in using the Three Ways philosophy to continuously improve our services.
  • The First Way views our Clients' experience as a comprehensive flow rather than discrete events.Client work flows smoothly from left-to-right on our Kanban-based management boards.
  • The Second Way identifies work that doesn't flow smoothly, referred to as right-to-left, such that improvements can be made to prevent issues in the future.
  • The Third Way is an investment in our culture such that our team is regularly experimenting and learning all with the goal of improving our processes.

Sought after skills for our Technicians include

• The usual technical skills, you know the buzzwords as well as we do, so things like cloud computing, IT security, AI, virtualization, networking and troubleshooting for servers, infrastructure and desktops.
  • The majority of our Clients are on the Microsoft stack including Azure, M365, InTune and Defender.
  • Endpoints are typically Windows-based, but there are plenty of Mac users out "in the fleet" so you'll need to be fluent with both platforms.
  • ConnectWise and Veeam are regular or at least frequent fliers, and Copilot is coming on strong.
• A minimum of two years of progressive IT experience.
• Microsoft and other certifications as consistent with your IT experience.

ODDS AND ENDS

Candidates who do not reside locally will not be considered.

We operate on a hybrid model: three days each week in office (or onsite at Client offices) and two days working remotely.

This position is based out of our Seattle office located just down the street from Pike Place Market, You'll usually support Clients in and around Seattle, but - on rare occasions - travel around the Sound might be required so you'll need reliable transportation and a driver's license.

Seitel Systems Inc is an equal opportunity firm and committed to maintaining our tradition of a diverse workforce.