Tech Support Specialist I

Join CCSWW onsite in Vancouver, WA to support end-users across Western Washington with hands-on technical troubleshooting and helpdesk services.

Responsibilities

• Deliver helpdesk support through phone, remote assistance, or onsite for offices and agencies across Western Washington.
• Troubleshoot PC hardware and software issues plus peripherals and client systems.
• Resolve connectivity and infrastructure problems including printers, VPN, LAN, cloud services, mobile devices, Wi-Fi, and secure wireless.
• Install and/or repair computers, components, peripherals, and software; configure systems to support optimal performance.
• Create and manage new users, groups, and e-mail accounts; grant access to resources in coordination with the IT team.
• Maintain a schedule for repairs, installations, and related tasks; prioritize using established procedures and address emergency computer issues at remote sites as needed.
• Update and maintain tickets, including follow-up after resolutions.
• Troubleshoot basic configuration and connectivity issues for user/client devices and cloud services.
• Coordinate day-to-day tasks with Senior Technical Support or Network Engineer when required.
• Maintain records and logs in the ticketing system to document requests, work performed, and resolutions.
• Provide backup computer support at interregional sites as needs arise and time permits.
• Support users in following computer-related HIPAA guidelines and cyber security guidelines.
• Provide excellent customer service to diverse audiences via phone, in-person, and email.
• Perform basic cloud service tasks delegated by System Administrators and Network Engineers.
• Complete other duties as assigned.

Requirements

• 2 years of experience successfully supporting end-users with PC hardware, software, peripherals, and LAN problems.
• Entry level knowledge of information technology with emphasis on PCs, Windows-based applications, networks, the Internet, mobile devices, Wi-Fi, and wireless devices.
• Working knowledge of a variety of computer software programs, with emphasis on Microsoft Business Application products.
• Familiarity with the fundamentals of computer repair and troubleshooting.
• Strong written and verbal communication skills, including the ability to explain technical details professionally and patiently to both novice and experienced users.
• Must have a driver license, auto insurance, reliable transportation, and the ability to drive to local and remote CCS sites.
• Commitment to excellent customer service with strong interpersonal skills and patience.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently with minimal supervision when necessary.
• Ability to contribute to a work environment focused on respect, teamwork, and excellence.
• Criminal history background checks required prior to employment.
• Ability to support and contribute to a creative, collaborative, respectful team environment.

Technologies

• PC hardware
• Windows-based applications
• Microsoft Business Application products
• VPN
• LAN
• Cloud service
• Mobile device
• Wi-Fi
• Wireless devices
• HIPAA guidelines
• Cyber security guidelines
• Ticketing system
• E-mail accounts

Benefits

• 3 weeks vacation
• 12 days sick leave
• 13 holidays
• Medical
• Dental
• Vision
• Life insurance
• LTD
• AD&D
• Pension
• 403b
• Catastrophic & accident insurance

Preferred

• A+ certification preferred

Location: Vancouver, WA 98662 (onsite)

Salary: USD 25 - 31 per hour

Experience: 2+ years