Technology Support Analyst - Wenatchee, WA

Employer: Catholic Charities

Job Description:
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.



Responsibilities:

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


Job Requirements:



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.

Physical 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.



Non-Physical Requirements:

Education
High School Diploma with Technical School preferred
Experience
1 year of experience in working with computer hardware and software required
Special Skills
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:
Phone:
Email:
Location: Wenatchee, WA
Application Method:
Base Pay: DOQ

Posted on January 21, 2021

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