IT Technician 1

Routeware, Inc. • Portland, OR

3d

About The Position

This role serves as the first point of contact for IT support requests, handling Tier 1 issues and escalating more complex problems. Responsibilities include account and access management, hardware configuration and inventory, and troubleshooting various technical issues related to operating systems, software, and network connectivity. The position requires a high school diploma or equivalent, with a preference for an Associate's degree in a related field, and at least one year of relevant experience. Technical skills include working knowledge of Windows and macOS, Microsoft 365, basic Active Directory, ticketing systems, networking concepts, and endpoint device deployment. Preferred certifications include CompTIA A+, Network+, Microsoft 365 Fundamentals, and ITIL Foundation.

Requirements

• High school diploma or equivalent required
• Working knowledge of Windows 10/11 and macOS operating systems
• Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
• Basic understanding of Active Directory and user account management
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)
• Ability to image, configure, and deploy endpoint devices

Nice To Haves

• Associate's degree in Information Technology, Computer Science, or a related field preferred
• 1+ year of experience in a help desk, IT support, or technical services role preferred; internship or lab experience considered
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation

Responsibilities

• Serve as the first point of contact for incoming IT support requests via phone, email, ticketing system, or in-person
• Troubleshoot and resolve Tier 1 issues; escalate complex or unresolved issues to Tier 2/3 support as appropriate
• Provide courteous, professional support to users of varying technical skill levels
• Create, modify, disable, and delete user accounts in Microsoft 365, and other identity management platforms
• Manage user permissions and group memberships in accordance with the principle of least privilege
• Process onboarding and offboarding requests to ensure timely provisioning and deprovisioning of access
• Reset passwords and manage MFA enrollment for end users
• Receive, configure, image, and deploy both Windows and Apple laptops
• Maintain an accurate inventory of all hardware assets, including tracking assignments, warranties, and lifecycle status through use of an MDM
• Perform routine hardware inspections, cleaning, and preventive maintenance
• Diagnose and resolve issues related to operating systems (Windows/macOS), office productivity software, printers, and network connectivity
• Support users with VPN, remote desktop, and remote access tools
• Assist with software installations, updates, patches, and license management
• Document troubleshooting steps and resolutions in the knowledge base to support future issue resolution

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Summer Friday's

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED