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Posted: Monday, February 5, 2018 2:58 AM

Headquartered in Seattle, Washington, Wireless Advocates is a third-party provider of wireless products and services both online and in approximately 600 retail locations nationwide. Together with Fortune 100 channel partners and wireless carriers, our knowledgeable teams of on-site wireless professionals deliver high-value products and services, helping consumers connect and communicate every day. Wireless Advocates operates retail kiosks and online sales activities for our retail partners: Costco Wholesale, Army & Air Force Exchange Services (AAFES), Marine Corps Exchange (MCX), and Navy Exchange (NEX).
+ Act as Primary Help Desk Operator. Take incoming incidents and requests via LANDesk ticket, phone, e-mail, and voicemail
+ Create tickets through the LANDesk/Service Desk ticketing system using SLA guidelines.
+ Perform linear and logical troubleshooting
+ Accurately assign an impact and urgency level and validate appropriate priority setting in accordance with SLA guidelines and management instruction. Document issues consistently and thoroughly, ensure a concise problem statement is captured when creating the ticket and document an accurate root cause at the conclusion
+ Responsible for accurately and completely processing incidents/requests throughout the ticket life cycle
+ Assist with the collection, processing, testing and accounting of incoming shipments. Always ensure equipment and parts are properly labeled and stored
+ Alert a Level 2 Technician of high priority incidents, business escalated incidents or requests, or equipment shortages
+ Provide PC, Citrix, and general technical troubleshooting support to work toward resolution of assigned tickets. Escalate issues to a Level 2 Technician if you are unable to resolve in a reasonable amount of time. Always make sure requisite troubleshooting has been performed prior to escalation
+ Create, use, and follow Knowledge Base documentation and User Self-Help documents
+ Ability to work non-traditional shift/hours to ensure adequate coverage of store operations and business need
+ Participate as an active member of the team and contribute to the team s overall success
+ Demonstrate flexibility in duties and responsibilities in order to achieve common goals
+ Other duties as assigned
+ 1-2 years related work experience required
+ Knowledge of networking and Windows Operating Systems
+ Proven experience troubleshooting hardware, software, and network with a direct focus on the source(s) of problems
+ Demonstrated commitment to excellent customer service
+ Proven ability to take ownership of client issues
+ Proven ability to communicate technical solutions in a user-friendly and professional manner, both verbally and in writing
+ Effective cross group collaboration
+ Strong business acumen and analytical skills
+ Strong, influential written and verbal communication skills, with technical writing experience
+ Top-notch analytical skills; methodical and detail-oriented planner and problem-solver; ability to eliminate variables, prioritize requirements, identify root causes and present objective, organized information to customers, internal and external partners
+ Ability to sit and/or stand at a work station in an office environment for extended periods of time and work on a PC without limitations
+ Excellent situational awareness must be comfortable in dynamic open environments
+ Ability to travel to, and move about in, field locations in order to perform field assessments
+ Ability to occasionally work non-traditional or extended hours based on business need
+ Ability to lift a minimum of 35 pounds
+ Ability to bend and reach under desks and within small spaces
+ Ability to safely pack/unpack, ship, and store end-point equipment
Requisition ID: 2018-10757
External Company URL:
Associated topics: assist, client, front desk, information technology, information technology support, pc, service, technical, technician iii, technician iv


• Location: Seattle

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