IT Service Desk Specialist I

Company Details

Weyerhaeuser

Description

At Weyerhaeuser, we are the world’s premier timber, land, and forest products company. Sustainability is the founding concept of our business, and our values drive every decision to ensure we continue to lead the forestry industry in sustainability practices. And we know about sustainability – we led it in the forestry industry when we planted our first seedling by hand in 1938. We recognize that our success is dependent on the success of our people. For over 100 years, our Weyerhaeuser team has been making a difference in the world – from the seedlings we plant, to the forests and trees we nurture, we ensure every acre is managed with diligence, patience, and pride. That’s the Weyerhaeuser way.

We are on a mission to transform the timber industry. We are building value through innovation utilizing new IoT, drone, and mobile devices, and transforming our presence in the cloud. Our connected forests and mills rely on the culture of sustainability and safety that permeates everything we do – including the safety and security of our business systems and data.

Our IT Service Desk team focuses on providing first contact support and resolution for IT related issues and requests for all employees across the company. We are looking for a talented IT Service Desk Specialist I who is highly motivated, team oriented and has a passion for providing excellent customer service. We are a fun, service-oriented team of dedicated professionals highly focused on resolving our customer’s IT service-related issues and requests in a timely and efficient manner.

Weyerhaeuser is seeking an IT Service Desk Specialist I to work full-time on our IT Service Desk Team. The successful candidate will have exceptional communication skills and demonstrable ability to accurately and efficiently intake and escalate application and hardware issues to our Information Technology partners using a defined, repeatable process. This position requires a professional, proactive, and flexible attitude toward work responsibilities and the ability to work efficiently in a fast-paced environment.

Key Functions:

  • Under general guidance, provide accurate, friendly, and efficient customer service over the phone to Weyerhaeuser employees and contractors for their IT-related questions and issues.
  • Efficiently intake and resolve 60+% of assigned tickets and service requests using defined, repeatable processes.
  • Listen and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT related requests and issues.
  • Politely and efficiently probe to obtain understanding of the incoming caller’s issue or question.
  • Correspond (written, verbal, electronic) with customers in a professional and friendly manner.
  • Document customer interactions in a systematic, detailed, and accurate manner.
  • Handle sensitive and confidential information in accordance with department standards and protocols.
  • Collaborate actively and regularly within the Enterprise Technical Services team and across the broader IT organization to provide the best possible service to end users.
  • Provide accurate, friendly, and efficient customer service to Weyerhaeuser employees and contractors for their IT-related questions and issues.
  • Ability to assess IT issues using knowledgebase answers consistently, efficiently, and correctly follow defined scripting.
  • Reset Passwords using a variety of password protocols for a wide variety of applications.
Qualifications

  • Associate degree or equivalent experience is required.
  • Minimum of zero (0) to two (2) years of progressive, relevant information technology experience.
  • Proficient in using IT Service Management/Service Desk ticketing tools and can effectively create/search/modify IT Incidents & Service Request tickets in the ITSM system.
  • Ability to probe correctly and efficiently to obtain understanding of the incoming caller’s issue or question.
  • Ability to educate end users and perform basic troubleshooting for Outlook, VPN, MFA, web browsers, and Teams.
  • Customer service experience.
  • Working knowledge of Microsoft Office, Outlook, Word, and Excel.
  • Solid oral and written communication skills.
  • Solid collaboration skills in working together with all members of the team.
  • Acts on and displays commitment to self-development.
  • Strong organizational skills with the ability to prioritize multiple tasks with high quality results.
  • Researching skills.
  • Ability to analyze and troubleshoot using Knowledgebase articles.
  • Demonstrate sound judgment in performing tasks and proactively contributes ideas to help improve existing processes.
  • Demonstrate skills necessary to solve simple problems.
  • Ability to flow to work effectively.
  • Committed to adhering to department schedules, standards, and policies.
  • Consistently use and promote standard processes and tools.

Desired Requirements:

  • Individuals with any of the following experiences/knowledge, in addition to the requirements stated above, will be considered stronger candidates:
  • Bachelor’s degree (or higher) in Information Technology.
  • Experience using Cherwell or similar IT Service Management tool.
  • Certificates in Foundational ITIL v4, MCSA.

About Weyerhaeuser

At Weyerhaeuser, our people truly are our most important asset. We believe that by living our mission and values we create a culture where people can do their best work, we deliver best in class products to our customers and our teams achieve meaningful career goals. We lead with integrity and a commitment to excellence in all we do, from the seedlings we plant all the way to delivering exceptional products to our customers globally. If you want to be part of a world-class technology team making a positive difference with sustainability at the heart of what we do as a company – come grow with us!

Weyerhaeuser is an equal opportunity employer. Inclusion is one of our five core values, and we strive to maintain a culture where all our people feel a sense of belonging, opportunity and shared purpose. We are committed to recruiting a diverse workforce and supporting an equitable and inclusive environment that inspires people of all backgrounds to join, stay and thrive with our team.

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Job Information Technology
Primary LocationUSA-WA-Seattle
Schedule Full-time
Job Level Entry Level
Job Type Experienced
Shift Day (1st)

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