IT Support Technician

$69,992 - $79,997/Yr

Echonous - Redmond, WA

Full-time - Mid Level

Redmond, WA

Miscellaneous Manufacturing

About the position

As an IT Support Technician at Echonous Inc., you will play a crucial role in providing both remote and onsite service and support for our corporate customers. Your responsibilities will encompass a wide range of technologies, including Google Suite, server access, desktop and laptop workstations, printers, networks, VOIP phone systems, door access systems, and other peripheral hardware and software needs. This position requires a combination of intelligence, skills, and creativity to develop solutions and resolve various IT problems. You will be equipped with the necessary tools and support to effectively address IT challenges, and there is ample opportunity for career growth as you will receive training and mentorship from senior IT leaders with extensive experience in the field. Your daily work will primarily take place onsite at our Redmond locations, where you will service both onsite and remote customers. The role is dynamic, with no two days being the same, as you will also engage in special projects and installations. You will be responsible for setting up accounts and providing assistance with Google Suite applications, as well as Microsoft Office applications such as Word, Excel, and PowerPoint. Additionally, you will provide technical assistance through various channels, including phone, web conference, and in-person support for a diverse array of hardware, software, and customer-specific applications. In this role, you will also be tasked with installing and supporting cybersecurity tools, managing onboarding and offboarding processes for new personnel, troubleshooting hardware and software issues, performing software upgrades, and maintaining Ethernet cabling throughout the facility. Frequent communication with clients is essential, as you will keep them informed of incident progress, notify them of changes or outages, and make recommendations to enhance their networks, security, and productivity through technology. You will also be responsible for entering all work as service tickets into Jira and Zendesk, maintaining accurate documentation of systems and processes, and ensuring the organization of IT areas such as network closets and server rooms.

Responsibilities

• Setup account and provide assistance with Google's Suite of corporate web apps, Gmail, Calendar, Docs, Sheets.
• Setup accounts and provide assistance with Microsoft Office Applications: Word, Excel, and PowerPoint.
• Provide technical assistance over the phone/web conference or in person for a wide variety of hardware, software, and customer-specific applications.
• Install and support cybersecurity tools like MFA, endpoint detection & response, end user training, security policies, password managers, Microsoft 365 hardening and much more.
• Onboarding and Offboarding new personnel and device fleet management.
• Experience and proficiency in troubleshooting wireless and VPN connectivity.
• Troubleshoot and repair hardware and software issues.
• Perform software upgrades and installation.
• Install and troubleshoot peripheral devices.
• Repair/recover corrupted or non-booting Windows installations.
• Manage on-premise VoIP telephone systems.
• Understand connectivity to VLANs and Ethernet Networking.
• Troubleshoot and maintain Ethernet Cabling in the server room and throughout the factory floor.
• Communicate frequently with clients, keeping them informed of incident progress, notifying them of impending changes or agreed outages, and making recommendations to improve their networks, security, and productivity through technology.
• Experience implementing and managing backup solutions.
• Experience with Anti-Virus and Endpoint Protection software.
• Enter all work as service tickets into Jira and Zendesk.
• Maintain and contribute to accurate documentation of systems, processes, and ticket details.
• Administer Card Key Access System and upkeep and organization of IT areas such as Network Closets, Server Room, and the IT Office.
• Maintain familiarity with industry best practices.

Requirements

• 3+ years previous experience working at a mid-level or above IT Support/Technician Role.
• AA/AS or BA/BS degrees preferred.
• Superior knowledge in Microsoft Office 365, Azure, Server, Desktop, and Office applications.
• Certifications like CompTIA A+, Network+, CCNA, Security+, Microsoft Fundamentals, AWS Cloud Practitioner are all applicable and will differentiate the best candidates.
• Excellent interpersonal skills, including telephony skills, communication skills, active listening, and client-care.
• Professional and friendly attitude.
• Highly organized with superior attention to detail.
• Experience with Google and Microsoft suite of cloud tools and desktop apps.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organizations key IT services for which support is being provided.
• Ability to work well in a team setting as well as independently.
• Self-motivated with the ability to work in a fast-moving environment.
• U.S. Citizenship required.

Nice-to-haves

• Master's degree
• Experience with VoIP systems
• Knowledge of cybersecurity best practices

Benefits

• Full-time position
• Competitive hourly wage of $33.65 - $38.46
• Opportunity for career growth
• Training and mentorship from senior IT leaders