IT Support Technician

General Summary:

As an IT Support Technician, you’ll provide remote and onsite service and support for our corporate customers. This includes all technology including Google Suite, server access, desktop / laptop workstations, printers, networks, VOIP phone systems, Door Access Systems and other peripheral hardware and software needs. You will combine your intelligence, skills, and creativity to create solutions and solve problems. We will provide you with the tools and support you need to do the job and solve IT problems. There is opportunity for career growth and you will train and learn from senior IT leaders with deep experience. You will be onsite daily in our Redmond locations to service our onsite and remote customers, plus work on special projects and installs, so the work is varied – no two days are the same.

Position Responsibilities:

• Setup account and provide assistance with Google’s Suite of corporate web apps, Gmail, Calendar, Docs, Sheets.
• Setup accounts and provide assistance with Microsoft Office Applications: Word, Excel and Powerpoint

• Provide technical assistance over the phone / web conference or in person for a wide variety of hardware, software, and customer specific applications.

• Install and support cybersecurity tools like MFA, endpoint detection & response, end user training, security policies, password managers, Microsoft 365 hardening and much more.
• Onboarding and Offboarding new personnel and device fleet management.

• Experience and proficiency in troubleshooting wireless and VPN connectivity.

• Troubleshoot and repair hardware and software issues.

• Perform software upgrades and installation.

• Install and troubleshoot peripheral devices.

• Repair/recover corrupted or non-booting Windows installations.

• On premise VoIP telephone systems.

• Understanding connectivity to VLANs, Ethernet Networking
• Troubleshoot and maintain Ethernet Cabling in the server room and throughout the factory floor.

• Frequent Communication with clients: keeping them informed of incident progress, notifying them of impending changes or agreed outages and making recommendations to improve their networks, security, and productivity through technology.

• Experience implementing and managing backup.

• Experience with Anti-Virus and Endpoint Protection software.

• Enter all work as service tickets into Jira and Zendesk.

• Maintain and contribute to accurate documentation of systems, processes, and ticket details.
• Administer Card Key Access System
• Upkeep and Organization of IT areas such as Network Closets, Server Room and the IT Office.

• Maintain familiarity with industry best practices.

Knowledge, Skills, and Abilities:

• Excellent Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care. Professional and friendly attitude.

• Highly organized with superior attention to detail.

• Experience with Google and Microsoft suite of cloud tools and desktop apps.

• Technical awareness: ability to match resources to technical issues appropriately

• Service awareness of all organization’s key IT services for which support is being provided

• Ability to work well in a team setting as well as independently.

• Self-motivated with the ability to work in a fast-moving environment.

• U.S. Citizenship required.

Credentials and Experience:

3+ years previous experience working at a mid-level or above IT Support/ Technician Role. AA/AS or BA/BS degrees preferred. Superior knowledge in Microsoft Office 365, Azure, Server, Desktop and Office applications. Certifications like CompTIA A+, Network+, CCNA, Security + Microsoft Fundamentals, AWS Cloud Practitioner are all applicable and will differentiate the best candidates. In this position you will communicate directly with customers requiring you to have strong and demonstrable verbal and written communication skills and a great attitude.