Help Desk Technician

Vaagen Bros. Lumber Inc. is a family-owned wood products manufacturer that has operated in northeastern Washington for over 70 years. We heavily believe in continuous improvement and respect for people and are currently in a Lean transformation. We operate sawmills in Colville and Usk, WA, and Midway BC. Vaagen Bros. Lumber, Inc. currently employs over 300 employees.

The Help Desk Technician position is the first point of contact for technical support over phone, email, or in-person at out Colville and Usk locations. This position is required to operate with a continued focus on safety and productivity. Through cross training, the Help Desk Technician position is expected grow and learn additional technical expertise across the mill.

JOB DESCRIPTION:

• Manage Help Desk tickets in a timely manner
• Perform remote troubleshooting via diagnostics and questions
• Provides desktop, print, and network support to end-users
• Determine the best solution based on the issue and details provided by the end user
• Direct unresolved issues to the next level of support in a timely manner
• Provide accurate info on IT products and services
• Annotate events and issues within ticket system
• Forward any feedback or suggestions to the relevant internal team
• Identify and suggest any possible improvements on process and procedures
• Create network user accounts and accounts in other software applications
• Proficient with installation and utilization of common tools, such as Microsoft Office suite
• Follows procedures and/or instructions given when working on IT infrastructure
• Assists in maintaining an accurate inventory of IT related equipment and stocked inventory peripherals/equipment
• Assist in training and mentoring of new employees
• Understand, and Apply the Lock-out Tag-out procedures
• Maintain a clean and safe work area
• Ensure tools, supplies, and equipment are always in their “home locations”
• Maintain lines of communication with other team members
• Learning and applying lean business practices
• Other duties as assigned

JOB REQUIREMENTS:

• Ability to diagnose and resolve technical issues in a logical and reproducible fashion
• Working knowledge of computer systems, software, and networking
• Great communication, customer service, and interpersonal skills
• Able to work in a manufacturing-based environment, heights, and in outdoor conditions
• Able to travel to Colville and Usk, WA mill locations
• Excellent problem-solving and critical thinking skills
• Keen attention to detail
• Ensure safe work practices & follow safety procedures
• Dependable and reliable with a good attendance record
• Ability to streamline processes and cut waste within area of responsibility
• Lean techniques and experience preferred
• Must be 18+ years old to work in an industrial sawmill environment
• Must have HS Diploma/GED
• Must be able to continuously stand, walk, lift, squat, bend, twist, crawl, kneel, climb, and reach above shoulders safely. The weight required to be lifted each normal workday may occasionally exceed fifty (50) pounds at a time
• Applicants will be subject to a criminal background check. However, having a criminal record will not automatically eliminate you from consideration for the job. Records will be considered based on the requirements of RCW 9.96A.020, RCW 43.43, WAC
• Must be able to successfully pass a drug test and pre-employment physical exam

HOURS/DAYS/SCHEDULE:

• 40+ hours a week
• Shift work and/or weekends
  • Able to assist with after hour call-ins as needed
• Full time

SALARY/WAGE/BENEFITS:

• Pay: $20-$26/hr
• FLSA Status: Non-Exempt
• Full benefits include: medical, dental, vision, life insurance, AD&D insurance, long term disability, vacation/sick, and 401k with match

For more information, please visit our website www.vaagenbros.com or our social media platforms.

AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER