Job Description:

Basic Functions:

• IT Support relating to issues with the internal systems and network infrastructure.
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
• Implement and support backup and disaster recovery solutions.
• Technical services and support at the network level, physical and virtual: WAN/LAN connectivity, routers, firewalls, and security.
• Administration and support of cloud solutions for customers including Office 365, Azure, AWS, and other software as a service applications.
• Support remote access solutions: VPN, Terminal Services.
• Monitor help desk and remote monitoring and management system alerts and notifications; ensuring appropriate response and communication with has taken place.
• Document maintenance for all computer systems and network infrastructure.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Business awareness: knowledge of the customer and how IT relates to their business strategy and goals.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses as they occur.
• Understand processes by completing assigned training materials.
• Enter all work as service or project tickets.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5 years minimum previous Network Administrator / IT Systems Engineer (IT Field Engineer) experience and relevant education.
• Efficiently managing Microsoft Windows OS server and endpoint, Microsoft Office Suite, MAC OS, and other business relevant software.
• Must have interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• 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.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Highly effective verbal and written communicator.
• Self-motivated with the ability to work in a fast-moving environment.
• Valid Washington State Driver’s License (or out of state equivalent, if you just moved here).
• Willing to submit to a detailed background check.

Educational/Vocational/Previous Experience Recommendations:

• Professional IT Certifications, such as: Microsoft general certifications, Cisco, CompTIA, ConnectWise CCPA, LabTech LTCP, Office 365, Microsoft Cloud, Amazon Web Services (AWS), or Azure.
• AA/AS, preferably in computer science or a related field.
• BS preferred but not required.

Benefits:

• Competitive Compensation Package
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k Plan
• Company-sponsored and Paid Training Programs
• Tuition Reimbursement for Qualified Education
• Paid Holidays
• Floating Holidays
• Paid Time Off