NWPX Infrastructure Inc.
Job Description
Build Your Future at NWPX At NWPX Infrastructure, we manufacture welded steel pipe and precast products that form the backbone of America’s water infrastructure. It’s work you can be proud of—and an opportunity to advance your career with a company committed to your professional growth and well-being. Our brands—Northwest Pipe Company, NWPX Park, and NWPX Geneva—set the standard for safety, quality, innovation, and performance. Guided by our core values of Accountability, Commitment, and Teamwork, our people work collaboratively to deliver reliable products and trusted service to our customers—while building stable, rewarding careers along the way. For over 50 years, NWPX has been a leader in reliable water infrastructure solutions, and our people are the foundation of our success. Build your future with us and be part of a legacy grounded in water. WHAT NWPX OFFERS YOU: Medical, Dental, Vision, Life, AD&D Insurance Paid Vacation, Holidays, and Sick Time 401k Retirement Savings Plan with Employer Match On-Demand Pay (Access Your Earned Wages Before Payday) Bonus Potential Up to $5,000 per year Tuition Reimbursement Safety Footwear and Eyewear Voucher (Day 1 of Employment) Employee Assistance Program (EAP) Opportunities for Career Advancement Values-Driven Culture Committed to Equal Opportunities and Safety ABOUT THE JOB: As the second tier of the technical support team, work to troubleshoot, triage, and resolve user issues with desktop applications, network connectivity, computer hardware, and peripherals. Enter and manage workload in our trouble ticket system; reviewing and responding to escalated end user requests. Use remote management tools to diagnose problems. ESSENTIAL FUNCTIONS AND MAJOR RESPONSIBILITIES: Monitor ticket queue for new tech support requests, gathering information from end users to properly categorize and troubleshoot issues for either resolution or escalation in a timely fashion Answer telephone calls to the tech support line and accurately transcribe information into a trouble ticket, capturing all relevant details and contact information Prioritize issues and task-switch as new requests come in Create, remove, and manage permissions of User Accounts within Active Directory and other systems Utilize remote monitoring and management tools to address health status issues, errors, and security issues on computers Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems & applications per company standards Review alerts for system health and security, perform in-depth diagnostics to determine severity, and resolve or escalate as needed Accurately document resolutions and contribute to knowledge base Perform effective root cause analyses and assist the team in creating strategies to prevent repeat issues Assist the infrastructure team in tests and projects where applicable SECONDARY RESPONSIBILITIES: Other duties as assigned SUPERVISORY RESPONSIBILITIES: There are no supervisory responsibilities associated with this position KNOWLEDGE, SKILLS, ABILITIES: Advanced understanding of Windows desktop operating systems in a Windows domain environment Intermediate understanding of Active Directory, DHCP, DNS, network drives, networking, and connectivity Basic understanding of Group Policy Objects and Group Policy Management in a Windows domain environment Demonstrable troubleshooting and problem-solving skills Exceptional verbal & written communication skills Ability to communicate effectively with both technical and non-technical personnel Experience working with a ticketing system, such as Jira, Zendesk or Freshdesk EDUCATION/EXPERIENCE: Minimum High School diploma Additional technical education or certification desired 2 to 5 years in helpdesk or desktop support position required PHYSICAL DEMANDS/WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regular, reliable and predictable attendance is necessary in order to perform the essential functions of this position. Physical Activity Over 2/3 of the time Standing/Sit: Remaining upright in a stationary position, particularly for sustained periods. Fingering: Picking