Workforce Support Technician (Hybrid - Bellevue, WA)

Our customer is a leading global media and entertainment company that creates and distributes a large portfolio of content and brands across television, film, and streaming and is available in over 200 countries and territories and over 45 languages. Headquartered in New York, NY with more than 30 office locations in the United States.

We are seeking a Workforce Support Technician on a contract basis to support their business needs.

The Workforce Support Technician operates within offices and provides both remote and in-person IT assistance across the organization. This role is essential in delivering front-line support for hardware and software issues, with a strong emphasis on excellent customer service.

This is a hybrid role requiring 3 days onsite per week, with onsite attendance Monday through Friday during the training period in Bellevue, WA.

Responsibilities:

• Provide on-site technical support for employees through the Tech Bar.
• Deliver remote and virtual support using Bomgar, Zoom, or other remote support tools.
• Manage incidents and service requests through ServiceNow while ensuring timely updates.
• Utilize IT tools, including Okta Admin, Active Directory, Intune, ServiceNow, and Zoom, to resolve first-level support issues.
• Accurately document and update incidents and requests within the ServiceNow ticketing system.
• Coordinate with Tier 2 and Tier 3 support teams for escalations and incident follow-ups.
• Provide escalation support from Level 1 support teams using ServiceNow.
• Set up and break down IT equipment at employee workstations as needed.
• Provide technical support for Windows, macOS, iOS, and Android operating systems.
• Support Apple and Dell hardware devices.
• Review Techline updates and Knowledge Articles regularly to remain informed of IT changes and processes.
• Assist with printer and multifunction printer (MFP) setup and support.
• Participate in global IT projects and new service implementations as required.
• Perform additional responsibilities assigned by leadership.

Skills and Qualifications:

• High school diploma or equivalent required.
• Minimum of 4 years’ experience in technical support, providing both hardware and software assistance.
• Experience managing multiple projects and timelines within a fast-paced environment.
• Strong customer service and interpersonal skills.
• Ability to manage complex technical issues and customer situations effectively.
• Demonstrated initiative and resourcefulness in resolving technical issues.
• Ability to adapt quickly and work effectively in fast-paced environments.
• Experience using ServiceNow for incident and request management.
• Experience with Okta Admin, Active Directory, Intune, and Zoom.
• Experience supporting Windows, macOS, iOS, and Android operating systems.
• Experience supporting Apple and Dell devices.
• Experience managing outages and technical incidents.
• Experience providing mobile device support.
• Experience supporting Zoom Conference Rooms.
• Willingness to travel for business purposes as required.
• Availability to work occasional nights and weekends.

Preferred Qualifications:

• Bachelor’s degree preferred.
• Experience using Atlassian Suite, including Jira and Confluence.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.