Helpdesk Technician

GENERAL DESCRIPTION:

We are a group of Alaska seafood processing companies looking for an IT Helpdesk Technician to work fulltime in our Edmonds, WA office and also spend approximately seven weeks in June and July at our processing plants in Naknek, Alaska. This position provides a limited hybrid schedule (available after training) and requires travel to our plants in remote areas of Alaska. Candidates must live within reasonable commuting distance to Edmonds, WA to be considered.

The IT Helpdesk Technician monitors incoming support tickets to the Helpdesk and resolves issues for users. This may be for hardware (desktops, laptops, tablets, cell phones), software, hosted systems, or other devices (such as printers and desk phones). Deploys and maintains IT equipment, licenses and programs. Identifies issues and applies solutions company wide. As a member of the corporate IT team, this position is responsible for learning the functions within each department and location. Provides internal user support across various systems. Maintains IT inventory and updates inventory lists in real time. Images PCs, deploys PCs and phones, and maintains equipment. Provides support outside of standard business hours during peak seasons as well as weekend rotation. Works in Bristol Bay, Alaska for seven+ weeks each June and July to support users at seafood plants. Supports users at sister companies in same areas of responsibility. This position is non-exempt from overtime (paid for overtime) and reports to the IT Director. The selected candidate may be offered a limited hybrid schedule (one to two days from home) after they are fully trained. Business needs may change requiring more onsite presence at the office.

RESPONSIBLITIES:

• Monitors the Helpdesk ticketing system. Assists users with IT issues. Documents resolutions. Assigns more complex tickets to other IT staff. Follows through to ensure timely response and completion of all tickets, even those assigned to others. Responsible for weekend coverage approximately one weekend per month (rotates among IT staff).
• Provides user support, troubleshoots issues, follows through on open tickets with internal IT staff and external vendors.
• Maintains IT inventory, both physical and inventory lists.
• Images, deploys, maintains and moves equipment.
• Works onsite in Bristol Bay, Alaska for approximately seven weeks each year to assist with opening and closing of plants and providing user support during the salmon season.
• IT team supports North Pacific Seafoods, Alaska General Seafoods, and Leader Creek Fisheries.
• Works to continuously improve processes and documentation.
• Stays current with system developments and recommends ways to take advantage of new systems.
• Develops long-term professional working relationships with employees and vendors. Represents the company professionally and appropriately in interactions with others.
• Maintains accurate, compliant and organized paper and electronic business records.
• Other duties as assigned.

QUALIFICATIONS:

• IT Helpdesk experience and / or IT schooling preferred, but we are willing to train the right person who has an affinity for IT.
• Preferred but not required: experience with ManageEngine ServiceDesk Plus ticketing system, ManageEngine Desktop Central, ManageEngine AD Manager Plus, Office 365, Microsoft Dynamics GP, Attendance Enterprise, NorthScope, Sage, Microsoft Access, Microsoft Windows 10/11.
• General PC and network knowledge (LAN, WAN).
• Understanding of Alaska seafood industry preferred.
• Ability to perform multiple tasks concurrently and respond to emergent situations effectively.
• Ability to work independently with little or no supervision.
• Influential, collaborative, professional demeanor. Effective oral and written communications.
• Must be able to work in Bristol Bay, Alaska for approximately seven weeks each year during June and July. Housing is in bunkhouses with shared facilities.
• Valid driver’s license to be able to drive between plants while working in Alaska.
• Ability to lift and carry IT equipment (up to 40 pounds) and physically work under desks and in elevated areas as necessary for cabling.
• Ability and willingness to travel to remote seafood processing plants with inherent hazards such as moving machinery, ammonia, wet floors, noise, forklift traffic, etc. Travel is sometimes on small planes in inclement weather. Ability to work long hours (12+), seven days a week, when working at the seafood plants.
• Consistent and reliable attendance is an essential function of this position.

WORKING CONDITIONS:

Work is mainly performed in an office setting, but it also requires domestic travel. Our seafood plants have cold/humid conditions, and there is exposure to raw fish in the processing areas. Areas within the plant contain moving and loud machinery.

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• IT Helpdesk: 1 year (Preferred)

Ability to Commute:

• Edmonds, WA 98020 (Required)

Work Location: In person