IT Support Technician

Provide technical support to end users in Catholic Charities and Catholic Charities Housing Services, and other designated users. This role requires excellent customer service, teamwork to triage and address technical issues, and the ability to work independently to complete tasks and projects.

Responsibilities

• Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and local machine network performance.
• Troubleshoot and resolve hardware, software, and peripheral issues (PCs, laptops, printers, mobile devices, etc.).
• Set up, configure, and maintain desktops, laptops, and related equipment.
• Assist with account setup, password resets, and user access requests.
• Monitor compliance with service agreements.
• Improve system performance by identifying problems and recommending changes.
• Update job knowledge by participating in education opportunities.
• Travel to other offices as requested with a company-provided vehicle (when available) or through mileage reimbursement.
• Assist in onboarding/offboarding processes, including preparing and collecting IT equipment.
• Maintain inventory of IT hardware, software licenses, and supplies.
• Track all staff technical support requests and maintain documentation in a ticketing system.
• Implement updates and development changes to company computer systems and network.
• Assist with procurement/installation of new computers, software, and other IT-related equipment.
• Assist with operation monitoring and maintenance of the network.
• Assist with phone, voicemail, and conferencing systems for all office locations.
• Create and update employee phone and voicemail accounts.
• Configure Dial-in-Direct (DID) extensions.
• Participate in an on-call rotation to respond to IT emergency (911) pages.
• Assist with video conferencing needs.
• Perform other duties as assigned.

Requirements

Physical Requirements

This position normally requires the physical demands of standing, walking, bending, lifting up to 30 pounds, keyboard fingering, or performing other work requiring low physical exertion, talking, and hearing on a regular basis to perform the job requirements. These physical demands are required up to 80% of the time.

Non-Physical Requirements

• High School Diploma required; Technical Certificate or Associate Degree in Information Technology preferred.
• 1 year of experience working with computer hardware and software.
• Provide excellent customer service to staff and clients.
• Knowledge of Microsoft Office 365 (Word, Excel, etc.).
• Knowledge of Windows 10/11, macOS, and Windows Server 2016/2019/2022/2025.
• Knowledge of Active Directory, DHCP, DNS, and Group Policy.
• Knowledge of Mobile Device Management.
• Outstanding troubleshooting and communication skills.
• Ability to communicate effectively with staff and managers.
• Ability to prioritize and manage multiple tasks with designated timelines.
• Ability to maintain a positive, team-oriented attitude.
• Ability to keep records and information confidential.
• Ability to troubleshoot computer hardware, software, and network issues.
• Project management experience and/or critical thinking desired.
• Valid Washington State driver’s license and minimum liability insurance for WA State.
• Must be deemed insurable as determined by Catholic Charities’ liability insurance provider.
• CompTIA A+, Network+, and/or Microsoft Certifications preferred.

Benefits

• 13 paid holidays, 12 days of vacation, and 12 days of sick leave per year.
• Health insurance including medical & prescription coverage, with optional dental and vision insurance plans (majority of premiums paid by Catholic Charities).
• Retirement 403(b) Plan: employee contributions commence upon employment; Catholic Charities contributes 2% of monthly income and matches up to 4% of employee contributions following 6 months of employment.
• Basic Life Insurance paid 100% by Catholic Charities.
• Flexible Spending Account eligibility following 6 months of employment.
• Education Assistance Program reimbursing up to $5,250 per year for approved continuing education after 6 months of employment.
• Additional voluntary insurances including supplemental life, accidental death & dismemberment (AD&D), critical illness, long-term disability, accident, and ID theft.
• Employee Assistance Program includes 3 counseling sessions per year, legal consultations, financial coaching, and other wellbeing tools.
• Annual longevity awards begin at 5 years of employment.

Pay

$24.50 - $29.00 per hour, depending on experience.

Schedule

Monday-Friday, 8:00am - 5:00pm.