The Technology Support Analyst is responsible for providing technical support to the end user communities within Catholic Charities Serving Central Washington in Yakima, Richland, Wenatchee including other remote locations Catholic Charities Housing Services, and the Catholic Diocese of Yakima. This position requires excellent customer service, working as part of team environment to triage and address technical end user issues and works independently in conjunction with the directives from the IT Management Team.
Manage and address end user requests including but not limited to hardware, software, and other technical issues as they arise. Provide technical support to users by researching and answering questions, troubleshooting problems, maintaining workstation, and local machine network performance. Provide solutions to clients by identifying problems, researching options, and guiding clients through corrective steps. Improves client support references by writing and maintaining documentation. Avoids legal challenges by monitoring compliance with service agreements. Improves system performance by identifying problems and recommending changes. Updates job knowledge by participating in education opportunities. Provide coverage when the other IT staff is out of the office. Travel to other offices as requested for onsite technical support, installs, or configurations with mileage reimbursement. Track and document all staff technical support requests in a ticketing system (Jira). Ability to create documentation and or training for end user support as well as internal IT knowledge transfer. Assist with the support and maintenance of the following server/client based and other software platforms.
Knowledge of Office Suite of Applications/ Office 365 (Word, Excel, Access, Outlook)
Google G Suite
Windows 10, Windows Server 2012, 2012R2, 2016, 2016 R2, 2019
Qualifacts Care Logic, Sophos Intercept X Advanced, Pulseway, Hexnode, Zix, Casemaster, Nutrition Manager, etc.
Implement updates and development changes to the computer systems and network. Assist with the installation of new computers and software as requested. Assist with the operation monitoring and maintenance of the network. Assist with the phone and voicemail system for all central office locations. Configure and remove employee extensions when requested
Configure Dial-in-Direct (DID) extensions. Assist with video conferencing needs on call during normal business hours
Perform other duties as assigned.
The following requirements are those that are normally required for the performance of this position. Any disabled applicant who does not meet one or more of the requirements, but who can perform the essential functions of the job (with or without reasonable accommodations) shall be deemed to meet these requirements.
The following requirements are those that are normally required for performance of this position. Any disabled applicant or incumbent who does not meet one or more of the requirements, but who can perform the essential function of the job (with or without reasonable accommodations) shall be deemed to meet those requirements.
- High School Diploma with Technical School - preferred
- 1 year of experience in working with computer hardware and software - preferred (open to new grads)
- Provide excellent customer service to staff and clients
- 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 not required)
Licenses, Registration, or Certification:
- Valid Washington State driver’s license and required minimum liability insurance
- CCNA, Network+ and/or Microsoft (MCSA. MCSE); Certifications preferred but not required
Employment is conditional upon:
Being cleared by criminal background check and fingerprinting when required
Contact Person: Trisha Flores
Phone: 509-965-7100 Ext. 1222
Location: Yakima, WA
Application Method: Email
Base Pay: DOQ