Help Desk Technician

Job Title: Help Desk Technician

Location: Monroe, WA

ABOUT US

Card Kingdom has served Magic: The Gathering players across the world for over 20 years. We are a trusted source for buying and selling Magic: The Gathering singles, packs, and booster boxes from throughout the game's history. Our love of the community and game shines through everything we do. We are a customer-centric, data-driven, innovative workplace. We value our team and recognize that every role in our organization is behind delivering our renowned customer experience.

In addition to our eCommerce business, Card Kingdom owns and operates the award-winning game store and restaurant, Mox Boarding House. With unique locations in Seattle, Bellevue, Portland, and coming soon to Arizona, we deliver an elevated experience to local gaming communities.

Our Mission: We use tabletop gaming as a campfire a place to gather, share and celebrate for the sake of cultivating deeper relationships with our customers, amongst ourselves, with our communities, and the world.

Our Benefits: Excellent benefits, generous PTO, and flexible scheduling, remote work opportunities, paid parental leave, safe harbor 401k match, paid holidays and employee discounts. We are a family friendly culture that supports work life balance.

Role:

Card Kingdom is looking for a Help Desk Technician to support our Card kingdom corporate and Mox Boarding House retail locations. This position Responsible for providing technical assistance and support related to computer systems, hardware, or software in a business-critical environment. We are looking for a passionate problem solver, an avid learner with a great attitude who can operate with a high level of autonomy and responsibility. This position reports to our Director of IT, and is located in Monroe, WA.

Responsibilities:

• Manage Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and chat
• Follow-up with customers to ensure issues are resolved
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Perform user account administration with Active Directory, Office 365 and other various applications
• Investigate user problems and identify their source; determine possible solutions; test and implement solutions.
• Install, configure and maintain user workstations, phones, network cabling, and other related equipment, devices and systems.
• Assist personnel of other departments as a computer resource.
• Provide computer orientation to new and existing company staff.

Qualifications:

• Degree in related field or 1-2 years help desk experience or equivalent applicable work.
• Required knowledge in Windows, Microsoft Office, Active Directory user administration and Office 365.
• Ability to communicate technical information to nontechnical personnel.
• Ability to install, configure and maintain computers and related hardware and software.
• Knowledge of computer and/or network security systems, applications, procedures and techniques.
• Must be willing to work during an occasional weekend or after-hours coverage. May be required to carry cell phone.
• Must be able to work onsite at multiple locations within the greater Seattle area. May involve interstate travel as needed.

Location / Work Schedule

• Primary - Monroe, WA
• M-F with occasional weekend and after hours coverage

Job Type / Salary

• Full Time
• Non-exempt: From $28.84 to $31.25 hourly ($60,000 to $65,000 annually)

Benefits:

• Paid Time Off: 5 weeks accrued per year, 8 Company Holidays
• Health Benefits: Zero cost premium options for Medical, Dental, Vision Insurance
• Retirement: 401(k) with 4% Safe Harbor match, no vesting period
• Employee Stock Ownership Plan
• Paid Parental Leave
• Flexible Spending Accounts & Health Savings Accounts
• Pre-Tax Commuter Benefits
• Supplemental Life and AD&D Insurance
• Accident, Critical Illness & Hospital Confinement Plans
• Employee Assistance Program
• Employee Discount

Equal Opportunity Employment:

We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, caste, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class.