Job description

WHAT WE DO:

This highly established firm, founded 22 years ago, effectively provides a-z computer network design, on-site installation of servers, computers, firewalls, and PCs, maintenance of same, and day-to-day technical support to our ~650 users distributed across ~50 sites (and growing). We design from scratch, manage, and support each of the aforementioned 50 networks and provide all tiers of computer tech support to the users at those locations while remaining accountable to the owners and management of those customers.

WE ARE LOOKING FOR:

A highly organized individual with consistent high work ethic and demonstrated commitment to the job, to manage a team of 6-12 computer technicians while wearing a number of different hats.

For extra credit:

- Any computer technical support expertise, especially a work history at an MSP, would be a huge plus!
- Having your residence (or being willing and able to move) within 10-15min of our Burien office, would also yield you a higher preference for this position.
- Previous familiarity with Quickbooks and accounts receivable invoicing, is also a plus.

JOB DUTIES: (In rough proportion of time requirement from greatest to least)

- This is not a work-from-home position - managing an office requires being present at the office.

- Babysitting adults. Encouraging, helping and ensuring that technicians perform basic tasks like entering ticket notes, tracking billable time, documenting parts used, etc.

- Herding cats and teaching them tricks. That is making daily work schedules for the aforementioned 6-12 individuals whom will routinely surprise you with their ability (and failures) to get dressed in the morning. Our helpdesk generally has between 80-300 individual tickets/tasks, that need to be prioritized, triaged and scheduled.

- Managing of larger deployments and projects: ensuring that parts are ordered, arrive and tested prior to their scheduled deployment to customer site. That assembly is performed in a timely manner and bench testing is completed before a problem can cause a delay.

- Communicating with customers to ensure that they feel taken care of with prompt scheduling and making of follow-ups to ensure satisfactory resolution of their requests.

- Shipment tracking and processing of returns. Sometimes this includes browbeating vendors into doing the right thing.

- Improvement and documentation of processes - taking charge and not just waiting to be told what to do.

- To show that you've actually read the job description before applying for a position, please include the word "Alligator" within the first line of your cover letter.

- This is NOT a job where your brain can go AFK! If you can't be "on" for the duration of the work day, please send me hate-mail, but do not apply.

- Do you know Ron Swanson? He will be your direct boss.

- Other hats you will need to wear include facilitating the role of HR. If you need a dolphin puppet, one is available for your use. We are presently hiring for a number of positions and you will have the opportunity to pick and shape your team.

- Our monthly invoice cycle requires about 8-12 hours of concentrated work to transfer time, parts, and other fees from our helpdesk system into Quickbooks invoices. Attention to detail cannot be overstressed. If you are not good at self-starting and independently learning new skills via Google and YouTube, this company is not for you.

QUALIFICATIONS:

- Experience scheduling, prioritizing, dispatching, would be good. If your expectation is to be "given a chance" because you're a quick learner, be prepared to prove yourself at far below the posted compensation rate.

- Good at working with customers and employees face-to-face and phone in a positive and friendly manner.

- Professional appearance.

- You must be completely smoke-free. This includes others that you choose to spend time with if their bad habits make your clothes smell. Cigarettes, "teen spirit", and fragrance odors are completely unacceptable here.

- Speak, read and write clear English. A a first generation immigrant for whom English was a fifth language, I cannot overstate the importance of clear and coherent communication in this customer-facing role.

- Great attitude, high energy and desire to learn.

- Maintain a pulse.

- Also thick skin, defined as: "the ability to accept constructive criticism when its earned, deal with frustrated customers, dish out, qualify and defend frank opinions when they are asked for (and they will be often), and enact disciplinary action in a timely and effective manner." New-age participation trophies, cuddling of feelings, appeasing 'the woke' generation's loosely based strong opinions of morality, and unexpected mental health days, have no room here.

HOURS:

The office hours are from 7:30am to 6pm M-F. The nature of this position may yield to a split schedule whereby the office manager (once established and set in their position) may take off early to finish the last 1-2 hours of scheduling and follow-up work from home.

You will be provided with a desk, a chair and office computer. Maybe a phone. A window from which squirrel sightings might take place, may or may not be available. If you require a red Swingline stapler, please bring your own.

Of note is that our Burien location provides for a better commute compared to Seattle, free parking, much lower cost of living, great highway access and a vibrant downtown with many lunch or after-work happy hour options.

TO APPLY:

- Send resume.

- (Preferred) LinkedIn.

- Please include a cover letter that demonstrated that you've actually read the job description. Tell us why you want to work here and how you fit the criteria above. Template letters are quickly scanned and discarded.

- Letters of reference are a plus.

Job Type: Full-time

Pay: $55,000.00 - $80,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• Monday to Friday

COVID-19 considerations:
If you have questions about this, please address them within your cover letter.

Work Location: In person

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