IT Support Specialist

$74,880 - $74,880/Yr

Unclassified - Seattle, WA

Full-time - Entry Level

Seattle, WA

About the position

The IT Support Specialist position is a critical role within the Network Operations Center (NOC) and IT Operations Center (ITOC) in Seattle, WA. This position is designed for individuals who thrive in a fast-paced, 24x7 operational environment, where they will be responsible for monitoring and managing complex network components. The primary focus of the ITOC Analyst will be to oversee network performance, ensuring optimal usage of bandwidth, server utilization, and system uptime. In the event of an outage, the ITOC Analyst will take immediate action to isolate the issue and collaborate with engineers and team members to implement effective solutions. The role requires a proactive approach to troubleshooting and problem resolution, as the ITOC Analyst will be tasked with identifying and resolving issues related to desktop, laptop, and printer performance. This includes remote access to customer PCs to diagnose and fix problems, performing routine maintenance tasks, and configuring monitoring tools to track performance metrics. The ITOC Analyst will also facilitate conference calls during critical events and outages, ensuring clear communication and coordination among team members. In addition to technical skills, the position emphasizes the importance of building strong relationships with IT and business customers, promoting a culture of diversity, equity, and inclusion, and integrating sustainability into daily operations. The ITOC Analyst will be expected to document issues in the ServiceNow ticketing system and follow up on unresolved matters, contributing to a collaborative and efficient work environment.

Responsibilities

• Monitor day-to-day issues related to computers, networks, applications, critical infrastructure, and Info-security in a 24x7 operations environment.
• Perform triage and escalate issues to support teams as necessary.
• Provide information to support teams to assist in issue resolution.
• Document issues in ServiceNow ticketing systems and follow up on unresolved issues.
• Identify and resolve desktop/laptop/printer problems to ensure high reliability and optimal performance.
• Remotely access customer PCs to troubleshoot issues.
• Perform routine maintenance tasks, including patching and upgrades.
• Configure monitoring tools to provide performance metrics.
• Facilitate and manage conference calls during critical events and outages.
• Resolve technical issues related to computer hardware, software, network devices, and network connectivity.
• Develop strong relationships within IT and business customers, working collaboratively across departments.
• Contribute to a culture of diversity, equity, and inclusion in alignment with the company's policies.
• Integrate sustainability into everyday business practices.

Requirements

• High school diploma or equivalent (preferred).
• 4 years of experience in network support (required).
• 4 years of experience with ServiceNow ticketing systems (required).
• 4 years of experience with Active Directory (required).
• Knowledge of ITIL or service management principles and guidelines.
• Experience with Office 2016, Windows OS, Mac OS, and mobile devices (Android/Apple).
• Experience with Windows, Unix/Linux server, and VM.
• Familiarity with Cisco, Juniper, and Microsoft certifications (preferred).
• Previous knowledge of SolarWinds (preferred).
• Experience in network and IT infrastructure monitoring.
• Strong troubleshooting skills in a complex IT environment.
• Ability to manage multiple, competing priorities effectively.
• Excellent oral and written communication skills.

Nice-to-haves

• Experience with specialized software such as CAD.
• Knowledge of customer service principles and practices.
• Experience in leading process improvement efforts.