IT Technician

Position: IT Technician

Department: Information Technology

Reports To: IT Support Manager

Position Overview:

The IT Technician serves as a primary point of contact for users experiencing IT issues or in need of technical assistance. This vital role ensures the smooth operation of the organization’s technical infrastructure, maintaining high levels of operational efficiency and user satisfaction. The ideal candidate will bring a robust foundation in IT support, exceptional problem-solving skills, and a strong commitment to delivering outstanding customer service.

Key Responsibilities:

• Provide first-level contact and problem resolution for all users with hardware, software, and application problems.
• Resolve user-reported issues using available tools and adhere to procedures and policies for handling support cases.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Troubleshoot technical issues to resolution and/or escalate to colleague, supplier, or partner organizations as required.
• Log all service requests in the Service Desk Ticketing System.
• Manage user setup and deployment for hardware/software for Windows and Mac computers.
• Administer and troubleshoot Google Workspace to ensure seamless access and operation for all users.
• Conduct basic firewall and network operations management, including monitoring network performance and configuring network devices.
• Create and maintain comprehensive documentation for all user queries, issues, and technical procedures.
• Administration of Okta for secure identity management.
• Manage HubSpot settings and configurations to support sales and marketing activities.

Requirements:

• Proven experience as a helpdesk technician or in a similar customer support role within an IT environment.
• Strong understanding of computer systems (Windows and Mac), mobile devices, and other tech products.
• Familiarity with Google Workspace, including Gmail, Drive, Docs, Sheets, and Meet.
• Knowledge of basic firewall and network operations, including troubleshooting connectivity issues.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills, with the ability to effectively communicate technical information to non-technical users.
• Strong organizational and time-management skills, with the capacity to prioritize tasks and manage multiple issues simultaneously.
• A team player with a customer-oriented approach.

Education and Experience:

• High school diploma or equivalent; higher education or certifications in IT, computer science, or related fields are a plus.
• 1-2 years of experience in a helpdesk or technical support role.
• Certifications in ITIL, Google Workspace, Microsoft, or related fields are advantageous.
• Experience in Okta and HubSpot administration is considered a bonus.

Work Environment:

• This position requires the individual to work in our Bellingham, WA office on a regular basis. Remote work is permitted occasionally, subject to approval.

Benefits:

• Competitive salary package.
• Opportunities for professional development and certifications.
• Health insurance and retirement plan options.
• Supportive and dynamic work environment.