Tech Support Specialist I

Overview

$25.46-$31.83 HR DOE

Join our Team! We offer an excellent benefits package!3 weeks vacation * 12 days sick leave * 13 holidays* medical * dental* vision* life insurance * LTD * AD&D * pension * 403b * catastrophic & accident ins * 

Position Description: (Summary of position)

The Technical Support Specialist 1 is responsible for setting up, installing, and troubleshooting technology, hardware and software. The Technical Support Specialist upgrades, services, and maintains all hardware and software for CCS and CHS. These tasks are performed on various hardware and cloud platforms including desktops, laptops, tablets, smart phones and telephony systems under the guidance of a lead or senior Technical Support Specialist. The tasks can be performed on the phone, remotely or in person. The Technical Support Specialist 1 will be working closely with CCS CHS employees, interns and volunteers as well as with outside contractors and vendors under the guidance of a lead or senior Technical Support Specialist, System Administrators and Network Engineers.

Responsibilities

MAJOR DUTIES AND RESPONSIBILITIES

• Provide helpdesk, remote assistance or onsite computer support to offices and agencies throughout Western Washington. Respond to PC hardware, software, printer, VPN, LAN, cloud service, mobile device, Wi-Fi, and secure wireless problems.
• Install and/or repair computers and components, peripherals and software; configure systems for optimal performance; create and manage new users, groups and e-mail accounts, grant access to resources as part of the IT team.
• Maintain schedule of repairs, installations, etc... Prioritize issues following established procedure for determining priorities and respond to "emergency" computer problems at different remote sites, as needed. Maintain and update tickets. Follow up after resolution.
• Troubleshoot basic user, client devices, and cloud services configuration issues and connectivity.
• Consult and coordinate day-to-day tasks with the Senior Technical Support or Network Engineer, as necessary.
• Maintain records and logs in ticketing system as required for documenting all requests for assistance and worked performed or resolutions.
• Provide backup computer support at interregional sites as needs arise and time permits.
• Learn and assist users in following computer-related HIPAA guidelines and cyber security guidelines
• Provide excellent customer services to diverse audience via phone, in-person and email.
• Perform basic tasks in cloud services delegated by System Administrators and Network Engineers.
• Other Duties as assigned

Qualifications

QUALIFICATIONS:  

• 2 years’ experience in successfully supporting end-users with PC hardware, software, peripherals and LAN problems.
• Entry level knowledge of information technology, particularly with emphasis on PCs, Windows-based applications, networks, the Internet, mobile devices, Wi-Fi, and wireless devices.
• Working knowledge and understanding of 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 and experience including the ability to patiently communicate and share technical details in a professional, polite and articulate manner, with both novice and experienced diverse population of PC users.
• Must have a driver license, auto insurance, reliable transportation and ability to drive to all local and remote CCS sites.
• Commitment to excellent customer service, with strong interpersonal skills and patience is required.
• Excellent problem-solving and troubleshooting skills required.
• Ability to work independently with strong problem-solving skills and the need for minimal supervision when necessary.
• The ability to contribute to a work environment that fosters respect, teamwork, and excellence.
• Criminal history background checks are required prior to employment.
• Support and contribute to a creative, collaborative and respectful environment that promotes teamwork.

PREFERRED:

• A+ certification preferred