IT Support Technician

Seattle

Job Description Job Description JOB DESCRIPTION

Job Title: PC Support Technician Effective Date: 5/31/2024

Reports to: IT Manager Salary Range: $28.50-$34.64 per hour

Status: ☐Regular ☐Temporary ☒Full-Time ☐Part-Time FLSA: ☒ Exempt ☐ Non-Exempt

Job Summary:

Under general direction of IT Manager, responsible for installation, maintenance, and support services related to the Chief Seattle Club’s information services infrastructure, including software applications, systems software, network configuration and voice systems communication equipment. Installs, configures, administers, and provides support for applications/hardware as well as basic level user support, technical assistance, and training in the use of the computer systems, equipment, and software; diagnoses problems and determines appropriate action. Ensure various security permissions and backup procedures. Able to physically lift 50 lbs. All positions at Chief Seattle Club are in person/in office with the ability to work remotely for one day a week, that is approved by the supervisor.

Duties/Responsibilities:

Provide helpdesk support to internal employees and resolve problems

Maintain a friendly demeanor when interacting with users

Be self-motivated and take the initiative in working with our staff

Monitor and respond quickly and effectively to requests

Modify configurations, utilities, software default settings for the local workstations

Utilize and maintain ticketing database

Document procedures

Assist with familiarizing of new users to the 365 infrastructure and services

Build, install, configure, and test new workstations, printers, and software

Maintain inventory of all equipment, software keys, and software licenses

Manage PC setup and deployment for new users using standard hardware, autopilot profiles, security/other policies and software

Assign users and computers to proper groups in Entra ID/Microsoft 365

Track and perform workstation hardware and software upgrades as required

Update Azure Active Directory as needed

Setup and maintain networks across physical sites using a combination of vendors

Maintain various organizational units with MS 365 such as 365 groups, SharePoint Sites, share mailboxes, Power Platform, etc.

Have knowledge for, and willingness to use, power tools, and hand tools

Attends and participates in CSC trainings, staff meetings, and monthly CSC partners meeting

Other Factors

Working knowledge of Microsoft 365, and Azure Active Directory, including common tools, best practices, and troubleshooting.

Excellent Customer Service skills and a demonstrated success exceeding customer expectations.

Able to work well with others in a collaborative manner

Excellent written and verbal communication skills, including expressing technical concepts clearly to technical and non-technical audiences.

Ability to maintain a professional demeanor and confidentiality

Able to comprehend information quickly

Possesses high energy and willingness to learn

Ability to prioritize and simultaneously manage multiple projects

Education and Experience:

Current knowledge of PC, Mac, and mobile devices (iPhone/iPad, etc.), hardware/software, and general technology trends

Very strong customer service skills

Basic knowledge of Microsoft 365 support

Ticketing

Physical Requirements:

While performing the duties of this job, the employee is regularly required to: work at a stationary work space for long periods of time, with mobility to move throughout the office; use a PC, constantly reaching with hands and fingers and keyboarding extensively; work with team as frequent communication is required, including use of the telephone; be able to read and write documents in hard and electronic copy, including those requiring great attention to detail; have the physical strength and agility to handle routine office tasks and machinery. Occasional travel may be required for certain employees depending on location.

This position is typically in an office environment with desktop business equipment and frequent telephone calls. Noise level is moderate. Frequent interruptions are common, while under deadlines and time constraints.

This position frequently uses hands and wrists, fingering, handling, grasping, and reaching in using telephones, computers, fax machines, and other office equipment and supplies. This position occasionally maneuvers around and/or under desks, crawlspaces and other tight and/or dirty spaces. Be physically mobile enough to install, operate, or maintain network equipment/office equipment in several types of environments, dirty, cold, cramped, public.

Most positions at CSC are exposed to members of the community who have experienced or are experiencing trauma in various forms including but not limited to: domestic violence, sexual violence, homelessness, unemployment, financial hardship, etc. As a result, staff are at risk of secondary trauma. Employees are encouraged to seek external support and maintain self-care when working indirectly or directly with clients. Mental health care referrals for employees are available.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Equity Assessment:

Skill __30____ Effort ___20___ Responsibility _20___ Working Conditions 30 .

Equal Employment Opportunity

Chief Seattle Club is an equal opportunity employer. Employment decisions are based on merit and business needs. It is Chief Seattle Club’s policy not to discriminate against employees and applicants based on race, color, citizenship, status, national origin, ancestry, gender, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, or any other factor protected by law, with respect to recruitment, hiring, training, promotion and other terms and conditions of employment. All employment decisions shall be consistent with the principle of Equal Employment Opportunity.

Chief Seattle Club is committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, and vendors.