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

The annual base salary range for this role is $60,000-$77,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the your skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.

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Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.