TrueBlue is in need of an IT Service Desk Technician Tier II position located at our corporate office in Tacoma, WA. This roles main focus will be to investigate and resolve Tier II Service Desk issues, mentoring and coaching Tier I Service Desk and escalating to the Senior Technician Team or Tier III as appropriate. A detailed breakdown of responsibilities and requirements are below:
Provides priority mentoring assistance to Tier I agents who are on live phone calls.
Investigates all non-HQ user Self-Service tickets, resolving or escalating as appropriate.
Performs all P1 and P2 escalations.
Receives inbound calls that have exceeded the Tier I hold time threshold.
Receives calls transferred when Tier I is unable to resolve the issue on the initial call.
Investigates issues and performs tasks that the Service Desk leadership team has agreed to move from an engineering team to Tier II.
Maintaining assigned KPIs and quality scores.
Other duties as assigned by the Service Desk leadership team.
1 year of Customer Service Experience
Experience in mentoring,
1 year of experience in a technical position involving advanced Troubleshooting and problem solving,
Experience with Presenting Technical Information and Process Improvement documentation
TrueBlue, Inc. (NYSE:TBI), our parent company, is a leading global provider of industrial staffing and outsource solutions - providing work opportunities through three segments: PeopleReady, PeopleScout, and PeopleManagement.
PeopleReady, an industry leader providing on-demand and skilled labor in retail, manufacturing, warehousing, logistics, energy, construction, hospitality, and energy industries.
PeopleScout, a leader in Recruitment Process Outsourcing (RPO) solutions provides high-volume permanent employee recruitment process outsourcing and management of outsourced labor service providers.
PeopleManagement provides on-premise contingent staffing and on-premise management of those contingent staffing services.
TrueBlue employees 7000 professionals and provides a competitive benefits package, including: Company-matching 401(k); Employee Stock Purchase Program; Tuition Reimbursement; College Savings Fund; and comprehensive Health and Welfare coverage including Medical/Dental/Vision.
Corporate values of integrity and respect, and our ability to exceed client expectations distinguish TrueBlue as an employer.
We are an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, disability status, protected veteran status, sexual orientation,
gender identity or any other characteristic protected by law.
About Us TrueBlue was founded on the idea of connecting people and work. We work with businesses to provide the workforce solutions they need to succeed. Publicly traded since 1998 with annual sales of $2.7B, TrueBlue provides a talented workforce of over 840,000 people and partners with 130,000 companies around the world through three segments: PeopleReady, Workforce Management (PeopleManagement) and PeopleScout.
• PeopleReady provides on-demand and skilled labor in the retail, manufacturing, warehousing, logistics, energy, construction, hospitality, and ports & terminals.
• PeopleManagement provides on-premise contingent staffing and on-premise management of those contingent staffing services.
• PeopleScout provides high-volume permanent employee recruitment process outsourcing and management of outsourced labor service providers.
We see great opportunity to be the leading provider of contingent workforce solutions in North America and the recruitment process outsourcing solution globally. What we do at TrueBlue is simple – we put people to work and change lives every day.
This is an opportunity for you to join the growth and excitement at TrueBlue. We recruit strong talent that has potential to grow beyond the role initially hired and into future organizational leaders.
Internal ID: 101699
Location/Region: Federal Way, WA