IT Support Technician

Pomeroy•Redmond, WA

About The Position

The IT Support Technician handles high-stress technology problem diagnosis and client relationship management. The role serves as a liaison between assigned support areas and other technology teams to help ensure quick, efficient problem resolution, with a key focus on resolving client technology-related issues. The position supports Windows and Macintosh desktops and laptops, Mac operating systems and tools, and related services. It also documents troubleshooting in the Help Desk system, assists with user support communications and knowledge-base materials, and provides equipment support during office moves. The position has no supervisory responsibilities. Work is generally performed in a general office environment with standard office equipment. The work is generally sedentary, though standing and walking may be required 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 to affected users.
Have exceptional written and verbal communication skills in English.
Be able to quickly learn and gain 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 relation to the larger IT infrastructure.
Be a team player invested in maximizing team and department performance.
Be able to sit; talk or hear in person and by multimedia; use hands to handle or operate standard office equipment; and reach with hands and arms.
Be able to walk, stand, move between work sites, and ascend and descend stairs.
Have close vision and the ability to adjust focus.
Be able to lift and move 35 pounds.
Be able to communicate orally and in writing, interpret information and documents, analyze and solve problems, use mathematical reasoning, learn and apply new skills, perform detailed work on multiple concurrent tasks, and interact with colleagues, clients, and vendors.
Maintain composure in a fast-paced, high-quality environment.

Nice To Haves

Knowledge of CA USD is preferred.
Experience with a similar ticket-tracking or request-system workflow tool is considered.

Responsibilities

Troubleshoot issues with Windows and Macintosh desktops and laptops from the network drop to the device, excluding security patches and updates.
Respond to alerts or escalations from the VACO ITSS team, determine probable causes, and take appropriate action to restore Windows and Macintosh devices to operational status.
Support the Mac operating system and Apple tools and applications.
Provide operating system updates for Macintosh desktops and laptops.
Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration.
Support Mac in a virtual Windows XP environment, as well as Mac OS, Mac OS X Server, and Server Essentials.
Document troubleshooting and corrective actions for Windows and Macintosh device issues in the Help Desk system.
Add virtual desktop clients to Office 2007 or Office 2010.
Load, reload, configure, and update antivirus and virus scan software on desktop and laptop computers as required.
Assist in identifying and remediating Windows and Macintosh devices infected with computer viruses.
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 on desktop and laptop computers as required.
Assist in creating a knowledge base of problem remediation.
Disconnect and reconnect desktops and peripherals to support office moves within the client's campus.
Assist in creating verbal and written IT customer support notices and alerts as needed.