It Service Desk Analyst

Who is COMC?

It's a great time to join COMC - the #1 marketplace for trading card singles! Our Industry is booming, and we are building a team to apply the latest technology to card collecting. We strive to continually impress our customers by offering the best service and making it easier and fun to collect!

Job Description

COMC has an exciting immediate opportunity for a IT ServiceDesk Analyst to join our team. Reporting to the Sr IT Infrastructure Manager, this person will provide critical support to allow our team to process high volumes of incoming trading card consignments (i.e., receiving, imaging, and storing) as well as the handling of outgoing card shipments (i.e., retrieving, splitting, and packaging/shipping) so we can promptly accept and efficiently process incoming orders from and deliver outgoing orders to collectors around the world. 

You’ll be expected to support Windows-based All-In-One Computers, Desktops, Laptops, as well as a limited amount of MacOS devices. In addition to supporting computers, you’ll also support various types of peripherals (i.e., receipt printers, label printers, barcode scanners, flatbed scanners, digital scales, battery banks, webcams, headsets, etc.). 

Beyond computers and peripherals, there will also be times when you support other types of IT equipment (switches, wireless access point, battery backup devices, etc.) and other non-IT technology (i.e., 3D printers, A/V equipment, security cameras, temperature control devices, etc.). At your core, if you want to grow your IT career while at the same time being able to experiment and tinker with a wide range of new and exciting technology, this is the job for you!

As a ServiceDesk Analyst, you can expect that you’ll spend the a majority of your time accepting and responding to tickets in our ticketing system but you will also have opportunities to assist with - and in some cases even lead - IT projects as well.

At all times, you’ll be expected to think on your feet, be willing to research potential solutions to problems which you may be unfamiliar with and tackle your daily tasks with a sense of urgency. That said, when you do need advice or a second set of eyes on an issue you’ll have easy access to regularly collaborate and learn from other members of the IT team, including other ServiceDesk staff, Systems Administrators, the Senior IT Infrastructure Manager, as well as staff members from Engineering (i.e., Software Developers, DBAs, SREs, etc.).

This position has a big impact on ensuring our staff have a positive experience with our technology systems and can deliver on our company goal of bringing joy to collectors everywhere. The successful candidate will be a problem solver who strives to provide accurate and timely support to ensure our staff are able to always operate at peak efficiency.

This will be primarily an on-site role based out of our Algona, WA location, but there will be semi-regular occasions (i.e., a few days per month) where this staff member will be asked to provide on-site support to users in our Redmond, WA location, as well as rare occasions (i.e., a few times per year, generally pre-planned, etc.) where this staff member will be asked to travel to Canada to provide on-site support to users in our Burnaby, BC location.

Typically, this role will be expected to report on-site at least 4-days per week, with 1-day per week being a “flex day” that can be remote. The target shift for this role will be 09:00 AM to 6:00 PM Pacific Time to provide support coverage for mid-day / early evenings at our facilities. Flex day and target shift times are subject to change, depending on the needs of the business.

In short, our ideal candidate will be excited about technology, customer service, and working with passionate people who love the trading card hobby. 

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Job Responsibilities

• Continuously monitor ticket queue to triage and provide timely responses for service requests from staff on-site in our office locations as well as a sizable remote worker community using screen sharing technologies, escalating issues to Systems Administrators, the Senior IT Infrastructure Manager, and/or Engineering as required.
• Lead assembly and deployment of new computer systems (i.e., All-In-One Desktops, Laptops, Monitors, etc.) and peripherals (i.e., Power Strips, Keyboards / Mice, Receipt Printers, Shipping Label Printers, Flatbed Scanners, Barcode Scanners, Digital Scales, Webcams, Headsets, etc.) to support business growth plans and equipment lifecycle replacements.
• Assist Systems Administrators and the Senior IT Infrastructure Manager with installation of technology infrastructure components including compute (i.e., rackmount servers and storage arrays), networking (i.e., firewalls, switches, wireless access points, etc.), power (i.e., battery backups, power distribution, etc.), and surveillance (i.e., cameras, network video recorders, view monitors, etc.) systems.
• Lead troubleshooting end-user hardware issues that arise, including replacing or upgrading broken components and make appropriate suggestions on how best to resolve issues based upon the nature of the issues being encountered, escalating to Systems Administrators and the Senior IT Infrastructure Manger as required.
• Provide first-tier support for software questions that arise with our in-house line of business application used by staff to process all card submissions and retrievals as well as Microsoft Office Productivity Suite and other common third-party applications (i.e., Chrome, Adobe Reader, etc.), escalating to Systems Administrators and the Senior IT Infrastructure Manager as required.
• Actively participate in daily stand-up meetings to showcase completed work and highlight any blockers for assigned tasks.
• Exhibit a high degree of autonomy in completing assigned work and proactively seek out ways to perform tasks more efficiently.
• As duties allow, attend IT Project Planning meetings with the rest of the IT team to learn about opportunities where IT projects may require additional assistance.
• Occasionally travel to other offices (Burnaby, British Columbia, and any future locations) to assist with tasks as business needs arise.
• A valid driver’s license/insurance, reliable transportation, a current US passport (or ability to obtain one within 90 days, for travel to Burnaby Office), and a cell phone with data plan (able to receive E-Mail, Microsoft Teams, MFA requests, and text messages) are required.
• Flexibility to provide support “on-call”, occasional work that may involve extended or alternate hours including weekends (for emergency support and/or maintenance events) as needed.
• All other duties as assigned.

Job Qualifications

• 2+ years of previous ServiceDesk or Helpdesk experience supporting IT systems in a business of 250 employees or larger.
• High School Diploma/GED.
• Associates Degree or higher a plus.
• Has previously worked in a role that requires strong attention to detail.

Additional Qualifications

• Experience with or interested in learning about the trading card industry
• Knowledgeable about professional sporting industry (NBA, NFL, MLB, including Hockey and Soccer etc.)
• Knowledge in the non-sports card industry (Marvel, Entertainment, Trading Card Games, Pop Culture)
•  

Work Location

Regular Locations: Algona, WA & Redmond, WA (Primary location Algona, but must be able to travel to Redmond at least 4-days per month, subject to change based on business needs)

Opportunity for Remote work: 1-day per week will be designated a regular “remote” day, subject to change based on business needs.

Benefits Offerings

• A competitive salary 
• Employer provided Free Medical, Base Dental and Vision plans. 
• Paid Time Off of nearly 4 weeks per year 
• 401 (K) Program with 100% Company Match 
• Employer provided LTD and Life Insurance 
• Short term disability for employees outside of Washington State 
• Employee discount on COMC.com 
• Employee Assistance Program 
• Legal Library Access 
   

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires the ability to complete forms using Microsoft Excel, and Microsoft Word.

The employee is sometimes required to walk, bend, and reach with hands and arms for short to long periods of time; use hands and fingers to handle or feel; talk and hear. The position requires the ability to work with fingers to pick, pinch, and carry out substantial movements of the wrist and hands to perform tasks of delicate manual dexterity, handling small, fragile inventory with great precision and care.  

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

COMC is an Equal Opportunity Employer and does not discriminate regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. COMC is a diverse workplace where people from all walks of life are celebrated and supported. We strongly encourage all people; including but not limited to women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, and veterans to apply.

Job Type: Full-time 40-hour work week

Pay: From $25 hourly