Helpdesk Associate

We are seeking a customer-focused and technically skilled professional to join our technology team as a Helpdesk Associate. The ideal candidate will have a strong background in providing end-user support, troubleshooting hardware and software issues, and assisting with onboarding and technology setup. Proficiency in Microsoft 365 and basic IT troubleshooting is essential, along with excellent communication and problem-solving skills. This role emphasizes responsive and effective support to ensure a seamless technology experience for all employees. This is a one-year contract, with possibility to renew. 

Your Role and Responsibilities 
Technical Support and Issue Resolution

• Serve as the first point of contact for technical support inquiries, providing responsive and professional assistance both in person and remotely.
• This is a hybrid role, requiring regular on-site presence in our Seattle office to support in-office employees, as well as remote work flexibility to provide technical support for offsite and remote staff. The current expectation is three days per week in-office and two days working remotely. 
• Conduct in-person troubleshooting for hardware, software, and peripheral issues at the office, ensuring timely and effective resolution to minimize disruption. 
• Provide remote technical support for offsite and remote employees, utilizing remote desktop tools and communication platforms to diagnose and resolve issues efficiently. 
• Assist with setting up and supporting technology for remote workers, including provisioning laptops, configuring VPN connections, and troubleshooting connectivity or software issues. 
• Handle office-based technology needs such as setting up and maintaining workstations, conference room equipment, and shared office printers.  

Documentation and Knowledge Management 

• Accurately document technical issues, troubleshooting steps, and resolutions in the organization's ticketing system. 
• Maintain and update the IT knowledge base with detailed guides, procedural documents, and resolution notes to ensure streamlined future support. 
• Generate reports on recurring technical issues, identifying patterns and suggesting long-term solutions to mitigate recurring problems.  

System Maintenance and Optimization 

• Oversee the laptop lifecycle process, including procurement, imaging, deployment, and migration. 
• Monitor daily IT processes for errors, generating logs and reports for analysis, and escalating unresolved issues. 
• Conduct audits of IT systems and user permissions to ensure compliance and security.  

Onboarding/Offboarding Support 

• Coordinate technology needs for employee onboarding and offboarding, including configuring profiles, deploying hardware, and providing user training.  
• Ensure proper decommissioning of IT assets and secure removal of sensitive data during offboarding.  

Process Improvement 

• Proactively identify inefficiencies in support processes and propose enhancements to improve response times and system reliability. 
• Collaborate with team members to refine workflows and establish best practices.  

Duties and Responsibilities will increase and vary based on needs of business. 
 
More About You 

• Strong customer service mindset, with a focus on delivering responsive, patient, and professional support to end-users, ensuring a positive experience and effective resolution of technical issues. 
• 1-2 years of experience supporting Windows operating systems in a help desk or IT support capacity. 
• Proficiency in diagnosing and resolving technical issues related to Windows OS, Active Directory, Office 365, and basic networking concepts (e.g., DNS, DHCP). 
• Experience with remote support tools and techniques. 
• Demonstrated experience providing in-person technical support in an office environment and remote technical support for offsite and remote employees. 
• Exceptional written communication skills, with the ability to create detailed technical documentation for troubleshooting and support. 
• Strong analytical and problem-solving skills with a methodical approach to identifying root causes. 
• Technical certifications such as CompTIA A+, Network+, or equivalent preferred.
• Knowledge of ITIL principles for service management preferred.
• Familiarity with technical documentation practices and ticketing systems (e.g. IT Glue, Zendesk) preferred. 

Candidates must meet all employment qualifications in force at time of hiring, including successful passing of background & credit checks and any pre-employment examinations, signing of all employee agreements, and can perform the essential functions, duties and responsibilities set forth in a consistent and efficient manner. 
 
Compensation and Benefits 
We provide a competitive salary commensurate with your experience and skills and offer an annual bonus based on company and individual performance. The salary range for this position starts at $58,400 for those without less experience to $73,000 for those who meet all qualifications depending on location and experience. 
 
The salary range applies to current posting and may change in the future. The posted salary range may vary for key factors including, but not limited to, education, job-related knowledge, experience, skill set, and geographic location.  
 
We offer excellent benefits including medical, dental, and vision coverage; generous time off (including a sabbatical program after 10 years); flexible spending plans for health care, transportation, and dependent care; 401(k) plan, educational reimbursements, and more. Detailed information can be found on our site and here. 
 
Our Team
Join our dynamic technology team, where innovation and dedication converge in an evolving technology ecosystem! You will be joining a team that is dedicated to helping our employees and clients achieve their goals by providing exceptional technical tools and support. Our business is focused on excellent client service, and our technology team is no exception. We are committed to delivering top-notch service to our clients, the LNW employees. 

As part of our team, you'll have the opportunity to work with modern AI and cloud systems, gaining hands-on experience with cutting-edge technologies. Our team boasts more than 50 years of combined IT experience, providing a wealth of knowledge and expertise to learn from. We value creativity, collaboration, and excellence, offering ample opportunities to grow your career in a supportive and innovative environment. 

We love working in a professional yet relaxed working environment. We encourage openness, active listening, mutual respect, candor and integrity. We cultivate a diverse and inclusive work environment where we encourage a work/life balance through a generous PTO policy and flexible work hours. We enjoy each other's company at team and semi-annual firm wide outings. We take a hybrid in-office/remote working approach. 
 
About Us 
Laird Norton Wetherby (LNW) serves exceptional families and individuals seeking to activate the full potential of their wealth. To help turn lifelong ambitions and multigenerational aspirations into reality, LNW brings to each client relationship a high level of care combined with deep expertise in wealth and legacy planning, investments, and trust and estate services. 
 
Offering both RIA (Registered Investment Advisor) and trust services, LNW is committed to providing clients with unbiased, independent guidance and solutions. LNW has offices in Seattle, San Francisco, New York, Los Angeles and Philadelphia, as well as an affiliated trust company in South Dakota, empowering clients across the U.S. and around the world. 
 
LNW is owned by employees and majority owned by Laird Norton Company, one of the longest-sustained family enterprises in the United States. To learn more, please visit LNWAdvisors.com. 
 
Additional Information 
Our firm aims to cultivate an inclusive environment and culture that fosters growth, collaboration and acceptance; where we celebrate the diverse voices and perspectives of our employees; and where employees feel empowered to bring their full, authentic selves. Our diversity drives us forward and helps us build deeper relationships with our clients and our community.  
 
We are an equal opportunity employer that prohibits discrimination against employees, applicants for employment, individuals providing services in the workplace pursuant to a contract, unpaid interns and volunteers based on their actual or perceived sexual orientation, gender, gender identity, gender expression, ancestry, marital status, registered domestic partner status, military and veteran status, civil air patrol status, national origin, immigration status, pregnancy (including childbirth and related medical conditions, and including medical conditions related to lactation) or medical condition (cancer and genetic characteristics).

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2/11/25