Outreach is looking to round out our Seattle IT Service Desk with a motivated, customer-service focused IT Support Specialist. You are passionate about people, have a bias towards action, and are interested in learning IT service and operations fundamentals at a fast-paced technology company. Your mission will be to provide world class IT support and excellent customer service in the resolution of IT support issues.

Your Daily Adventures

• Respond to service desk tickets and provide solutions for reported customer problems
• Triage and resolve all level 1-2 support requests and escalate higher-level requests appropriately
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required
• Monitor internal ticketing system notifications for proactive response and communication 
• Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications
• Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
• Basic network troubleshooting both wireless and wired
• Prepare desks for new employees and assist as needed with equipment moves.
• Create how-to guides and maintain documentation

Required

• 1-3 years Service Desk Experience, with strong experience in ticket workflow and queue management
• Excellent customer service skills
• A solid background in troubleshooting & managing macOS, Windows and Linux 
• Experience with G-Suite, Zoom, Slack, MS Office.
• Ability to prioritize and address multiple tasks in a dynamic work environment
• Excellent written and verbal communication skills
• Ability to participate in a schedule that may include after hours and weekend support
• Experience using JAMF, Zendesk or Samanage preferred.

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Unlimited PTO (and people actually use it!)

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen