Tech Support Specialist I

CCSWW•Vancouver, WA

1d•$25 - $32

About The Position

The Technical Support Specialist I sets up, installs, troubleshoots, upgrades, services, and maintains hardware and software for CCS and CHS. Work covers desktops, laptops, tablets, smartphones, telephony systems, and cloud platforms, and may be performed by phone, remotely, or in person. The specialist works under the guidance of a lead or senior Technical Support Specialist and collaborates with CCS and CHS employees, interns, volunteers, outside contractors, vendors, System Administrators, and Network Engineers.

Requirements

Two years of experience successfully supporting end users with PC hardware, software, peripherals, and LAN problems.
Entry-level knowledge of information technology, particularly PCs, Windows-based applications, networks, the Internet, mobile devices, Wi-Fi, and wireless devices.
Working knowledge and understanding of a variety of computer software programs, with emphasis on Microsoft Business Application products.
Familiarity with the fundamentals of computer repair and troubleshooting.
Excellent written and verbal communication skills, including the ability to explain technical details patiently, professionally, politely, and articulately to diverse PC users with varying levels of experience.
Valid driver's license, auto insurance, reliable transportation, and ability to drive to local and remote CCS sites.
Commitment to excellent customer service, with strong interpersonal skills and patience.
Excellent problem-solving and troubleshooting skills.
Ability to work independently with minimal supervision when necessary.
Ability to contribute to a respectful, collaborative work environment that promotes teamwork and excellence.
Criminal history background check required before employment.

Nice To Haves

A+ certification preferred.

Responsibilities

Provide helpdesk, remote, and onsite computer support to offices and agencies throughout Western Washington.
Respond to problems involving PC hardware and software, printers, VPN, LAN, cloud services, mobile devices, Wi-Fi, and secure wireless.
Install and repair computers, components, peripherals, and software; configure systems for optimal performance.
Create and manage user, group, and email accounts and grant access to resources as part of the IT team.
Maintain schedules for repairs and installations, prioritize issues according to established procedures, and respond to emergency computer problems at remote sites as needed.
Maintain and update support tickets and follow up after issues are resolved.
Troubleshoot basic user, client-device, cloud-service configuration, and connectivity issues.
Consult and coordinate day-to-day tasks with the Senior Technical Support Specialist or Network Engineer as necessary.
Maintain records and logs in the ticketing system to document support requests, work performed, and resolutions.
Provide backup computer support at interregional sites as needs arise and time permits.
Learn and help users follow computer-related HIPAA and cybersecurity guidelines.
Provide excellent customer service to a diverse audience by phone, in person, and by email.
Perform basic cloud-services tasks delegated by System Administrators and Network Engineers.
Perform other duties as assigned.