Job description

About us

Opus’ executives and IT professionals have over a Century of combined industry and business experience. Each of our senior consultants has a minimum 15 years of hands-on IT experience; a select, knowledgeable group well-versed in all aspects of infrastructure design, project management, management consulting, acquisition, deployment, outsourcing, business resumption strategy and IT systems support.

Our people are an essential component of the value we bring to client relationships. Each member is empowered to make decisions, is responsive, accessible and flexible within our guiding principles, ensuring that we address customer needs quickly and effectively.

Our IT Professionals are skilled in Data Security from the Edge to End Point, Networking, Compute, Storage, Data Protection and all carry Industry Recognized and Manufacturer Certifications. However, we are more than just a Security Company. Our Five Step Project Management and Execution Process ensures successful IT Projects: Discover, Design, Plan, Implement and Train or Support your IT Team and Infrastructure.

Although based in Vancouver, we are the leading Managed IT Service provider across the Pacific Northwest.

Our client in the life sciences industry has a requirement for a Tier 3 Support Technician in the Seattle offices, this is combination on-site and remote role.

Service Desk Technician Tier 3 (Seattle)

Loves helping people, outstanding customer relation and support skills, technical proficiency with Microsoft Applications and Operating Systems, ability to analyze a problem and get to the root cause and repair in a timely, organized and logical fashion. A desire to learn new technology and be a creative problem solver. Leadership skills, capable of motivating and helping colleagues.

The above are attributes of the ideal candidate we are looking for, to staff a key position in our OPUSCare Managed IT Services Program, this position is key to our organizations programs and ensuring our clients are delighted with the quality of pro-active service they have subscribed to.

You will be a member of our outsourced IT Services Team and will be responsible for providing service desk support. You will be providing level 3 support to end users.

Responsibilities:

• Prioritize and respond to client service desk requests.
• Assist Tier 1 & 2 Service Desk Technicians as required
• Work closely with Director of Managed Services to ensure client satisfaction
• Provide day-to-day administration and operational support for Windows desktop.
• Complete requests for PC support service in a timely manner. This includes setting up new PCs via imaging software, create accounts, providing access to different applications, etc.
• Complete requests for audio visual systems on-premise as required
• Follow instructions to solve frequent problems when they arise.
• Coordinate computer equipment repairs with manufacturer service providers as required.
• Provide users training when required.
• Manage client hardware and software inventory.
• Install software when required.
• Create and deploy system images.
• Achieve performance targets.
• Collaborate and communicate effectively with team members.
• Responsively and effectively handle issues.
• Look for ways to improve customer experience.
• Promote and model OPUS culture, values, and brand promise.
• Continuously build professional and technical expertise.
• Other technical duties as required.

Requirements:

• Diploma or certificate in information technology from an accredited educational institution
• 3+ years of direct frontline technical support experience
• Knowledge of and experience with MAC is an asset
• Knowledge of and experience with Microsoft 365 and Google G-Suite
• Knowledge of and experience with Microsoft Azure and AWS Cloud Services
• Knowledge of and experience with Networking is an asset
• Knowledge of and experience with IT security is an asset
• Knowledge of and experience with ZOOM conferencing systems
• Requires excellent customer service skills, specifically the ability to deal effectively with end users
• Requires ability to work independently and to increase knowledge and skills through self-learning
• Must have excellent English written and verbal communication skills
• Strong team player and positive contributor
• Well-developed analytical, problem-solving, and decision-making skills
• Able to consistently live our values of being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
• A strong customer experience focus
• A passion for life-long continuous learning and professional achievement
• Successful completion of a criminal record check
• Participate in on-call rotation

This is a contract position. Must have strong communications skills with English both spoken and written. This position is not gender specific; we are an equal opportunity employer.

Job Types: Full-time, Contract

Salary: $65,000.00 - $95,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday
• On call

COVID-19 considerations:
Mask required to come into office, work areas sanitized daily

Ability to commute/relocate:

• Seattle, WA 98161: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Application Deadline: 11/30/2022
Expected Start Date: 12/01/2022

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