Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

Outreach is looking for highly motivated, detail oriented individual to join our Service Desk. If you are looking to get your feet in the door of an IT Services based career path, with one of the top-rated companies to work for in Seattle, look no further! In this role you will be the first point of contact for end users needing IT assistance, and will categorize, filter, and solve trouble tickets and service requests according to current best practices. You will also have a structured support system to escalate more advanced issues to when appropriate. As the first point of contact you are effectively the face of Outreach’s IT department and exceptional customer service skills are paramount.

Responsibilities

• Owning the service desk queue and properly receiving, prioritizing, documenting, and actively resolving end user help requests
• Answering queries and addressing system and user issues in a timely and professional manner at the Tier 1 level
• Escalating Tier 2 and Tier 3 issues effectively 
• Assisting the IT Department in various projects and tasks when needed
• Writing and maintaining department processes and data stores
• Sourcing and proposing new IT-related solutions that may promote efficiency in the office.

Qualifications

• One (or more) of the following
• 2 year degree in Computer Information Systems / Computer Science
• A+ Network+ and Security+ Comptia Certifications
• 1-2 years work experience in a Service Desk Analyst role
• Prior experience in a customer service role
• General IT experience with Windows and Mac Operating Systems and Hardware
• Experience with Google Workspace
• Experience with MDM technologies
• Strong Troubleshooting Methodology 
• Experience supporting customers remotely
• Experience with Zoom or similar software to provide support
• Strong time management and organizational skills
• Strong business writing/oration skills

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 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 (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• 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 (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status