Stella-Jones is North America’s leading producer of industrial pressure-treated wood products. Responding to the vital infrastructure needs of our economy, we manufacture and distribute railway ties, utility poles, residential lumber and industrial wood products across the continent.
Stella-Jones recruits team members who embody our core values and desire an environment where growth is inspired, dedication is recognized, and achievement is rewarded. Our ever-expanding footprint provides a great prospect for career advancement as we seek to develop our emerging leaders.
Stella-Jones seeks to add a Technical Support Specialist to the team in the Tacoma, WA office. As a Technical Support Specialist, you are responsible for providing technical assistance, support, and training to our internal clients over the phone, email, and through remote support tool. This role is also responsible for maintaining and updating technical documentation and IT assets as well as identify and escalate complex issues to the appropriate team member.
Normal work hours will be Monday-Friday from 8am-5pm, with flexibility to work overtime when needed and participate in the rotation for after hour emergency calls. This role is based in office. Once fully trained, this role may have the opportunity to work from home one day a week.
Principal Responsibilities:
- Provide help desk services that include call handling, logging, tracking, and problem resolution via email, phone, and other electronic mediums in a timely and professional manner.
- Investigates problems and identifies their source; determines possible solutions; tests and implements solutions.
- Installs, configures, and maintains employee computers, Windows operating system, networks, file servers, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures printers, and related equipment.
- Performs software application installation and upgrades.
- Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing their use of networks and computer systems.
- Maintains the confidentiality of digital information that may be disclosed during routine support.
- Participates as a resource for any department that requires technical advice.
- Provides computer orientation to new and existing company staff.
- Participate in training and professional development to stay current with new technology
- Occasional travel required between both US and Canada
- Performs other job-related duties as assigned
Qualifications:
- Associates degree from a technical school or college.
- Experience: Minimum 5 years working experience on a technical support/help desk team
- Strong understanding of hardware, software, and network connectivity.
- Experience with remote support tools and technologies.
- Excellent customer service and communication skills.
- Strong problem solving and troubleshooting abilities.
- Flexibility to work in a fast-paced and dynamic environment.
- License/Certifications a plus
- Advanced knowledge of Microsoft OS, Active Directory
- Skilled in organizing resources and establishing priorities
- Ability to read and comprehend written technical information manuals
- Demonstrated ability of strong customer relationship skills and problem resolution
- Excellent verbal and written skills
- Team Player and Customer Oriented
- Fluency in written and spoken English, bilingual in French a plus
- Exchange and Office 365 administration
- Knowledge on the Microsoft System Center Suite
- Knowledge on ITIL
Employee Benefits:
As a Stella-Jones employee, you will have access to excellent benefits and incentives including:
- The security of working for a company designated as an essential workplace
- Comprehensive total benefits package with 3 medical plans to choose from
- Several company-paid benefits including:
- Dental and Vision coverage
- Life insurance and Accidental Death & Dismemberment (AD&D) policies
- Long-Term Disability Coverage
- Access to a robust employee assistance program
- Competitive compensation
- Annual bonus program opportunity
- 401(k) savings plan with generous Company match (150% on the first 4% deferred)
- 2 weeks paid vacation and 9 holidays
- Career advancement opportunities
- Ability to purchase Company stock
Equal Opportunity Employer/Veterans/Disabled
Other details
- Job Family IT
- Pay Type Hourly
- Min Hiring Rate $20.58
- Max Hiring Rate $27.84
- Travel Required Yes
- Required Education Associate Degree
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