IT Support Technician

HealthFirst - Saving Lives • Mukilteo, WA

1d

About The Position

The IT Support Technician will serve as the initial point of contact for all IT-related issues. Responsibilities include gathering comprehensive information about reported problems and conducting advanced troubleshooting routines to resolve them. Any unresolved issues will be meticulously documented, along with completed troubleshooting routines, and then escalated to the appropriate IT specialist for further review and resolution. Duties also entail promptly answering, logging, and tracking IT issues using our helpdesk ticketing system. Additionally, the role involves diagnosing and repairing hardware and software problems primarily related to Windows computers, with some exposure to Mac OS systems.

Requirements

• Advanced understanding of Windows 10 operating system and related office suite software, as well as Windows Server Administration (2012/2016) and Linux/Unix fundamentals.
• Knowledge of network wiring and cabling standards, use of network switches and hubs.
• Familiarity with SQL, Power Shell, and Office 365.
• A patient demeanor and excellent communication and customer service skills.
• Ability to work collaboratively with technical and non-technical team members.
• Works with clients over the phone to investigate issues and provide solutions.
• Ability to multi-task with a strong attention to detail.
• 3+ years working with helpdesk ticketing systems and remote support tools.

Nice To Haves

• Associate degree in computer science or 3 – 5 years of related training or experience is preferred.

Responsibilities

• Provide technical support and assistance to end-users via phone, email, chat, or in person experiencing problems with hardware, software, and other computer related issues. Track and report issues, escalate as appropriate, and help implement proactive, long-term solutions.
• Install, configure, and maintain computer systems, software applications, and peripherals, while documenting and tracking all support incidents and requests in a helpdesk ticketing system.
• Maintain user accounts, adds, removes, updates. Process and implement equipment and access in support of personnel moves, adds, and changes. Assist in on-going system audits to evaluate the utility and efficiency of system’s resources and communication components, and the effectiveness in meeting business goals and strategies.
• Make sure that all technology resources are available and in working order. This may include reimaging operating systems, installing software, handling warranty issues, and other related tasks.
• Create, modify, and maintain a current knowledge base.
• Ensure the company’s compliance with software end user licensing agreements. Enforce standards and accountability across all departments regarding software licensing.
• Provide recommendations for tools and technologies.
• Participate in special projects and perform other duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree