IT Support Technician

Job Overview

Under supervision, the IT Support Technician provides the first line of technical support to associates by responding to and addressing issues that are reported. The technician documents, troubleshoots, and researches every issue to ensure support levels are maintained. This role is focused on customer experience and completing all customer requests to the resolution stage. At every step, the IT Support Technician’s primary focus is on driving a positive interaction and effective support.

• Provide a superior customer experience while supporting a variety of users with divergent needs and skill levels.
• Translate user needs into viable solutions.
• Work independently and as part of a project or incident team.
• Manage time effectively through dynamically evolving priorities and needs.
• Work collaboratively to make decisions and respond to urgent situations.
• Communicate and convey technical and complex information in simple terms, both verbal and written, to customers and other analysts. Communications should be timely and routine.
• Accurately troubleshoot and diagnose technology issues in a complex networked environment.
• Independently maintain knowledge and acumen on current and evolving technologies and skills.

• Onsite in Lynnwood, WA is required; remote flexibility will be earned after the on‑call rotation.
• Travel required to Peoria, IL for initial 2 weeks to train with the team.
• 2+ years of experience working on Microsoft Windows operating systems and applications.
• 2+ years of exposure to Active Directory Infrastructure, Endpoint network protocols and troubleshooting techniques.
• 2+ years of experience with a wide variety of technologies to effectively support end‑user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client‑server, browser‑based, etc.).

• ITIL, Microsoft, and other technical certifications preferred.
• Excellent written and verbal communication.
• Aptitude and attitude to learn and grow with the team – will consider less experience for the right personality.

Required. 1 week on, 8 weeks off. Stipend of $225 for the week to be on‑call plus time handling events (typically this yields overtime).

2 weeks in Peoria, IL. All expenses will be covered.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.