Desktop Support Technician I

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan with company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits. Eligible employees receive up to 6 scheduled paid holidays per calendar year. Hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may take up to 8 hours of paid volunteer time annually. Additional paid sick leave is provided if required by state or local law.

About the role

The Desktop Support Technician is part of a team responsible for providing technical support and deployment services to various clients for their project needs.

Responsibilities

• Deployments of new computer hardware or moves, and existing computer operating system upgrades
• Physical installs/placement of equipment, cabling, data backup and transfer, imaging, basic configurations, standard application installs/setups, profile transfer, and preparation of old devices for disposal or re-deployment
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Remote and basic desk-side technical support including remote control of end-users’ devices
• Troubleshooting and repairing desktop computers to ensure they interconnect seamlessly with multiple systems such as network drives and all business productivity applications
• Work independently to troubleshoot all support requests and follow escalation policies
• Participate in testing, documentation, and implementation of assigned projects
• Short-term projects may include: computer and/or server moves and deployments, computer arm installs, and other hardware deployments
• Some projects may involve travel to sites throughout the state and/or nationwide

Skills

• Ensures Accountability
• Tech Savvy
• Communicates Effectively
• Values Differences
• Customer Focus
• Resourcefulness
• Drives Results
• Plans and Prioritizes
• Decision Quality
• Self-Development

Work Environment

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools. Must be comfortable working in various working conditions including hospital, office, warehouse, and data center environments.

Physical/Mental Demands

The employee regularly engages in verbal and written communication with colleagues and clients. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office. Daily tasks include consistent use of computers and standard office technology. The role also involves transporting equipment boxes weighing up to 50 pounds within the building and to other offsite locations as needed for project support.

Requirements

• High School Diploma
• 1 - 3 Years of Experience
• 1-3 years of Windows Desktop/Laptop support in a professional enterprise environment, including:
  • MS Office and other software application setups, upgrades, and troubleshooting
  • Install, upgrade, and/or configure desktop computers primarily in a Windows operating system environment
• Experience with server moves/deployments, computer arms, computers on carts, and/or large computer moves is a plus
• Superior customer service skills, excellent verbal, written, and interpersonal skills
• Experience working in a hospital environment is desired
• AA degree in an IT-related field is strongly preferred
• Ability/flexibility to commute/travel to various work locations throughout Seattle and the greater Puget Sound; ability to travel nationwide is a plus
• An A+, MCP, and/or MCDST Certification desired (but not required)

Schedule

Work shifts will vary based on project needs. Typical projects are during daytime business hours, but work may occasionally be required outside of typical business hours, on weekends, or during other times as needed.