IT Support Technician

Position Summary:

The IT Support Technician is responsible for providing technical support to the end users in Catholic Charities and Catholic Charities Housing Services, and other designated users. This position requires excellent customer service, working in a team environment to triage and address technical end user issues and the capacity to work independently to complete tasks and projects as directed.

Primary Responsibilities

• Provide technical support to users by researching and answering questions, troubleshooting problems, 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 - 2025
• Implement updates and development changes to company computers systems and network
• Assist with procurement/installations 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

• High School Diploma, required
• Technical Certificate or Associate Degree in Information Technology, preferred

• 1 year of experience in working with computer hardware and software, required

• Provide excellent customer service to staff and client
• Knowledge of Microsoft Office 365 (Word, Excel, etc.)
• Knowledge of Windows 10/11, MAC OS, 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

• Being cleared by criminal background check and fingerprinting when required
  
  

• 13 paid holidays, 12 days of vacation, 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