Help Desk Technician

Job Description

Job Description

Location: On-site (Washington State) Employment Type: Full-Time Salary Range: $42,000 – $50,000 DOE

Role Overview

We’re looking for a Help Desk Technician with a background in IT support, service desks, or technical customer support who is ready to apply those skills in a fast-growing home services business.

This role is the central nervous system of our operations . You’ll manage inbound requests, triage issues, coordinate solutions, and ensure nothing falls through the cracks — just like a technical help desk, but instead of servers and software, you’re supporting customers, field crews, permits, and service workflows.

If you thrive in ticket-based environments, enjoy problem-solving, and take pride in keeping systems and people aligned, this role will feel very natural.

Key Responsibilities

Service Desk & Request Management

• Act as the first point of contact for inbound calls, emails, web forms, and internal requests
• Log, track, prioritize, and resolve requests using a ticketing/help desk mindset
• Identify issues, route them to the correct department or field team, and follow through to resolution
• Maintain clear documentation and notes for every request

Customer Support & Coordination

• Communicate professionally with customers regarding scheduling, updates, and next steps
• Coordinate between customers, estimators, field crews, and management
• Follow up proactively to ensure issues are fully resolved and customers are satisfied
• Translate technical or operational details into clear, customer-friendly language

Operations & Workflow Support

• Assist with permit applications, documentation requests, and city correspondence
• Track job status, dependencies, and blockers across multiple service lines
• Ensure internal processes are followed consistently and improved when gaps are found
• Help maintain internal knowledge bases, SOPs, and workflows

Systems & Process Thinking

• Use structured thinking to improve efficiency, reduce repeat issues, and eliminate confusion
• Identify patterns in tickets and recommend process or tooling improvements
• Support the rollout and refinement of internal systems (CRM, help desk, scheduling tools)

Required Qualifications

• Experience in IT help desk, technical support, support engineering, or service desk roles
• Strong understanding of ticketing systems, prioritization, and escalation workflows
• Excellent written and verbal communication skills
• Highly organized with strong follow-through
• Comfortable handling multiple requests simultaneously in a fast-paced environment
• Tech-savvy and quick to learn new tools and systems

Preferred Qualifications (Nice to Have)

• Experience with CRM or help desk platforms (Zendesk, Freshdesk, Jira, Zammad, ServiceNow, etc.)
• Background in operations, dispatching, or service coordination
• Familiarity with construction, trades, or field services environments
• Process documentation or SOP writing experience

What Makes This Role Different

• This is not a traditional office manager role
• You are not just answering phones — you are running a service desk
• You’ll have real ownership over workflows, systems, and customer experience
• Your technical support mindset will directly impact business efficiency and growth

Work Environment

• 100% on-site role
• Collaborative, fast-moving team
• Direct exposure to leadership and real operational decision-making
• Opportunity to grow into senior operations, systems, or management roles

Why Join Us

We operate multiple service brands across Washington State and are building systems the right way — organized, documented, scalable, and customer-focused. If you enjoy solving problems, bringing order to chaos, and being the person everyone relies on, you’ll thrive here.

Day in the Life

Your day starts by reviewing open tickets, voicemails, and new requests. You’ll consistently answer phones , log and update tickets, respond to emails, and keep work moving forward across the office. Throughout the day, you’ll shift between customer calls, internal coordination, documentation, scheduling, and follow-ups—making sure every request is acknowledged, tracked, and resolved.

You’ll tackle whatever comes across the desk: customer questions, operational issues, permit paperwork, system updates, and problem-solving tasks that require focus and good judgment. If you’re comfortable working with computers, handling help desk–style