Help Desk Technician

Location: Vancouver, WA Department: Information Systems Work Arrangement: On-Site Employment Type: Full-Time Salary Range: $24.03 - $31.25 hourly The Role The Odom Corporation is seeking a Help Desk Technician to provide internal technical support for employees and contractors across company locations. This role supports desktops, laptops, tablets, mobile devices, printers, conference-room technology, Microsoft 365, business applications, user accounts, network connectivity, and related end-user services. The position combines technical troubleshooting with responsive customer service and may be filled at Level I, II, or III based on experience, technical depth, independence, mentoring capability, and the complexity of assigned work. What You'll Do Technical Support & Incident Resolution Respond to incidents and service requests through Freshservice, email, chat, phone, walk-up support, and approved remote-support tools. Troubleshoot hardware, software, printers, mobile devices, applications, user access, and network-connectivity issues; partner with higher-level technicians, enterprise teams, vendors, or business contacts when escalation is required. Follow up on open requests, maintain accurate ticket records, and ensure timely resolution and closure. End-User Services & Device Support Configure and deploy computers, peripherals, software, and mobile devices in accordance with company standards and security requirements. Create and maintain user accounts and prepare hardware for employee onboarding; support offboarding activities with Human Resources and other teams. Provide support for conference-room audio and video equipment and assist with company rollouts and site visits. Customer Service & Communication Deliver professional, courteous support and explain technical information clearly to users with varying levels of technical knowledge. Guide users through troubleshooting steps, confirm that solutions meet the business need, and maintain customer satisfaction throughout the support process. Work with business departments to understand user needs, challenges, and workflows and to help align support solutions with organizational objectives. Service Management & Documentation Document incidents, service requests, troubleshooting steps, and resolutions in Freshservice using approved service-management practices. Create and maintain knowledge articles, FAQs, standard operating procedures, process workflows, and other support documentation appropriate to the assigned level. Monitor the service desk queue, identify recurring issues and trends, and recommend corrective actions or service improvements. Team Support, Assets & Projects Maintain accurate inventory records for computers, mobile devices, peripherals, and other assigned technology assets. Collaborate with Information Systems teams and participate in deployments, rollouts, site support, and projects appropriate to the assigned level. Provide guidance to less-experienced technicians and assist with training or mentoring when assigned; participate in on-call and after-hours support as required. What We're Looking For Education & Experience Required Experience supporting Windows, Microsoft 365, computer hardware, software, printers, mobile devices, user accounts, network connectivity, remote users, or comparable end-user technologies. Help Desk Technician I: typically 1 or more years of help desk or customer-service support experience; Help Desk Technician II: typically 2 or more years of help desk or customer-service support experience; Help Desk Technician III: demonstrated experience resolving Tier 1 through Tier 3 issues, working independently, exercising sound technical judgment, and leading or actively participating in projects. Preferred Experience with Freshservice or another help desk ticketing system; Microsoft Intune or another mobile-device or endpoint-management platform; Active Directory or Microsoft Entra ID; Apple iOS and Android devices; asset management; conference-room technology; and technical documentation. Knowledge, Skills, & Abilities Working knowledge of end-user hardware, operating systems, Microsoft 365, mobile devices, identity and access, printers, network connectivity, remote-support tools, ticket management, and asset-management practices. Strong troubleshooting, customer service, verbal and written communication, documentation, organization, prioritization, and teamwork skills. Ability to manage changing priorities, maintain composure under pressure, protect confidential information, and work effectively with limited supervision appropriate to the assigned level. Ability to research solutions, learn new technologies quickly, explain technical information to nontechnical users, and collaborate effectively with technical and business teams. Level I resolves defined Tier 1 issues with guidance and escalates appropriately. Level II independently resolves more complex issues, supports Level I technicians, and contributes to training and service improvements. Level III resolves advanced Tier 1 through Tier 3 issues, serves as a senior escalation resource, exercises independent technical judgment, analyzes service trends, mentors team members, and leads or actively participates in projects. Certifications Preferred ITIL Foundation Microsoft 365 or Microsoft endpoint-management certification CompTIA A+ CompTIA Network+ CompTIA Security+ Why Join Odom? Competitive compensation and benefits package Professional development and training opportunities Career growth and advancement within Information Systems Exposure to a broad range of technologies and business operations Opportunity to support modernization and transformation initiatives Collaborative and supportive team environment Multi-state business experience Stable, family-owned company with more than 90 years of success Job Details $24.03 - $31.25 hourly Up to 128 hours of Paid Time Off Annually to start (16 days) 9 Paid Holidays Medical, Dental, and Vision Benefits 401(k) with Employer match Work Environment Work is performed at company offices and may also occur in warehouses, conference rooms, remote locations, and other company facilities. The work environment is generally moderate in noise level but may vary by location and support activity. Participation in an on-call rotation, nights or weekends as needed, and travel for rollouts, site visits, or issue resolution may be required. Travel may be up to 25% depending on assignment. Physical Requirements Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position. Regularly required to sit, stand, walk, communicate verbally and in writing, and use standard office and technical equipment. Must be able to review information on computer screens and printed materials and work in office, warehouse, and end-user support areas. May be required to work around or beneath office furniture and lift, move, or assist with computer and peripheral equipment weighing up to 50 pounds. ABOUT THE ODOM CORPORATION The Odom Corporation is one of the largest and most respected beverage distributors in the Pacific Northwest and Hawaii. For more than 90 years, we have partnered with leading suppliers and retailers while investing in our employees, customers, and communities. STANDARD EMPLOYMENT PROVISIONS Reasonable Accommodation Reasonable accommodation will be provided to enable qualified individuals with disabilities to perform the essential functions of this position. Equal Employment Opportunity The Company is an Equal Opportunity Employer and is committed to creating an inclusive workplace. Employment decisions are made without regard to any status protected by applicable federal, state, or local law. Job Description Disclaimer This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Management reserves the right to modify, assign, or reassign duties, responsibilities, reporting relationships, and position requirements as business needs require.