IT Support Technician

Pomeroy Technologies•SEATTLE, WA

About The Position

The IT Support Technician handles technology-related problems affecting Windows and Macintosh desktops and laptops, serving as a liaison between assigned support areas and other technology teams to help resolve issues efficiently. The role requires diagnosing problems, taking appropriate action to restore devices to operation, documenting troubleshooting, and communicating with affected users in high-stress situations. Work is generally performed in an office environment with standard office equipment; it is generally sedentary but may involve standing and walking for up to 10% of the time.

Requirements

Be detail-oriented and able to handle varied tasks efficiently and accurately within deadlines.
Demonstrate strong customer service skills and communicate professionally with urgency and empathy.
Have exceptional written and verbal communication skills in English.
Be able to quickly learn and develop expertise in the client's custom applications.
Be a self-starter with strong organizational skills and the ability to prioritize workload.
Have an excellent understanding of technology and the client's role in the broader IT infrastructure.
Be a team player committed to maximizing team and department performance.
Be able to sit; talk or hear in person and by multimedia; use hands to operate standard office equipment; reach with hands and arms; walk and stand; move between work sites; ascend and descend stairs; and lift and move 35 pounds.
Have close vision and the ability to adjust focus.
Be able to use written and oral communication, interpret data and documents, analyze and solve problems, use mathematical reasoning, learn and apply new skills and information, perform detailed work on concurrent tasks, and interact with colleagues, clients, and vendors.

Nice To Haves

Knowledge of CA USD; experience with a similar ticket-tracking or request-system workflow tool is also considered.

Responsibilities

Troubleshoot Windows and Macintosh desktop and laptop problems from the network drop to the device, excluding security patches and updates.
Respond to alerts and escalations from the VACO ITSS team, determine probable causes, and take appropriate action to restore devices to operational status.
Support Mac operating systems, Apple tools and applications, and Mac OS X Server and Server Essentials; provide Macintosh operating system updates and graphical user interface-level assistance with server configuration and administration.
Support Mac in a virtual Windows XP environment.
Document troubleshooting and corrective actions in the Help Desk system.
Add virtual desktop clients to Office 2007 and Office 2010.
Load, reload, configure, and update antivirus and virus-scan software as required.
Assist in identifying and remediating virus-infected Windows and Macintosh desktops and laptops.
Assist in creating and distributing cleanup kits, including instructions and user documentation, for Windows and Macintosh remote laptops.
Load, configure, and update VPN and RESCUE software as required.
Assist with creating a knowledge base of problem-remediation information.
Disconnect and reconnect desktops and peripherals in support of office moves within the client's campus.
Assist in creating IT customer support notices and alerts, verbally and in writing, as needed.
Communicate professionally with affected users and maintain composure in a fast-paced, high-quality environment.
Collaborate with colleagues, clients, vendors, and technology teams to support efficient problem resolution.