IT Support Specialist

| Seattle
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

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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