IT Support Specialist

About The Team

The IT Support team here at Outreach is a growing group and looking to add a newly created position to help us keep up with the growth! We’re a collaborative team that likes to have fun, we have each other’s backs, we value collaboration, we drive for customer obsession and we believe in a “can do” attitude. If this describes you, please apply and we’d love to meet you!

The Role

Outreach is looking to round out our Core IT Service Desk with a motivated, customer-service focused IT Support Specialist. You are passionate about people, have a bias towards action, and are interested in learning IT service and operations. at a fast-paced technology company. Your mission will be to provide world class IT support and excellent customer service in the resolution of IT support issues.

Location: This position is located in Seattle and onsite 4 days week and work-from-home Fridays.

Your Daily Adventures Will Include

• Respond to service desk tickets and provide solutions for reported customer problems
• Triage and resolve all Tier 1 & 2 support requests and escalate higher-level requests appropriately
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required
• Monitor internal ticketing system notifications for proactive response and communication
• Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications
• Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc
• Prepare desks for new employees and assist as needed with equipment moves
• Create how-to guides and maintain documentation
• Re-purpose and refurbish equipment for future employee use

Our Vision Of You

• 1-3 years Service Desk Experience, with strong experience in ticket workflow and queue management
• Excellent customer service skills
• A solid background in troubleshooting & managing macOS and Windows Experience with G-Suite, Zoom, Slack, Office 365
• Ability to prioritize and address multiple tasks in a dynamic work environment
• Excellent written and verbal communication skills
• Ability to participate in a schedule that may include after hours and weekend support
• Experience using Intune, Meraki, JAMF, Jira and Trello is preferred
• Experience with inventory asset management & logistics preferred
• Ability to travel to remote locations to provide support if necessary