Senior IT Support Technician

Job Description

Job Description

Description:

Location: Seattle, WA, onsite at our main office

Compensation: $34.62 - $39.42 hourly

Benefits: Medical HMO, dental and vision insurance is free for employee only coverage

Everyone has the right to a quality, affordable home. At Community Roots Housing, this truth drives our work. By embracing community-led development and engaging in deep-rooted partnerships, we’re fostering vibrant, equitable communities where everyone has access to safe, affordable and welcoming homes. Today, with nearly 50 apartment buildings – over 2,000 residents -- we continue our commitment to build community with and for people. We are a top performing, high-capacity not-for-profit corporation with an innovative portfolio throughout the Seattle area. Our buildings have won numerous awards from HUD, Urban Land Institute, Affordable Housing Finance Magazine, Future wise and other community development awards.

Job Summary:

The Senior IT Support Technician at Community Roots Housing is responsible for providing advanced technical support, system administration assistance, and technology service delivery across the organization. This position ensures staff have reliable access to the hardware, software, systems, and technical guidance needed to complete their work effectively. The role is highly collaborative and works directly with employees, supervisors, vendors, and IT leadership to resolve technical issues, remove barriers, support organizational policies, and strengthen the overall technology experience for staff.

This position requires strong independent judgment, excellent customer service, and the ability to troubleshoot complex technical issues with confidence. The Senior IT Support Technician is expected to document work thoroughly, communicate clearly with stakeholders, support secure and compliant use of organizational systems, and contribute to continuous improvement through knowledgebase development, asset management, process refinement, and proactive system monitoring.

Duties and Responsibilities:

• Provide advanced IT support to employees by responding to, troubleshooting, and resolving hardware, software, account, network, and system-related service requests.
• Serve as an escalation point for complex technical issues, applying independent analysis and sound judgment to diagnose root causes and implement effective resolutions.
• Gather, review, and analyze technical information to diagnose issues with workstations, mobile devices, peripherals, operating systems, cloud services, and network connectivity.
• Configure system settings, access permissions, software assignments, and device policies in alignment with organizational standards and approved procedures.
• Support onboarding, offboarding, and employee change processes by provisioning accounts, generating sign-ins, assigning licenses, preparing equipment, and ensuring access is updated or removed appropriately.
• Primary ownership of onboarding all new staff to CRH IT systems, devices and policies.
• Manage licensing for approved software and cloud services, ensuring access is assigned appropriately and in accordance with organizational policy.
• Deploy, configure, maintain, and support IT assets, software, devices, peripherals, and technology services across the organization.
• Install, update, and troubleshoot software, hardware drivers, security tools, and endpoint management components as needed.
• Communicate service request status clearly and regularly to employees, supervisors, and other stakeholders.
• Log all service requests, document troubleshooting steps, and maintain accurate ticket updates that reflect current conditions, actions taken, and resolution details.
• Develop, maintain, and improve IT knowledgebase resources, support guides, and internal documentation to help staff and IT team members use systems effectively.
• Take ownership of IT asset management, including inventory accuracy, equipment assignment records, lifecycle tracking, replacement planning, and recovery of issued equipment.
• Audit endpoint, systems management, and asset data to proactively identify issues, improve reliability, and support secure operation of deployed technology.
• Collaborate with vendors, service providers, and internal stakeholders to coordinate support, resolve issues, and communicate project-related updates.
• Support IT policies, data protection expectations, acceptable use standards, and security best practices in all technical support activities.

Areas of Ownership:

• Primary ownership of IT Support Tickets
• Oversight and ownership of all IT Assets
• Mobile Devices in the organization.
• IT asset patch management.
• Antivirus monitoring and response.

Minimum Qualifications:

• Three to five or more years of experience in IT support, desktop support, systems support, or similar technical role.
• Two or more years of experience performing senior-level support responsibilities, escalation support, or advanced troubleshooting.
• Expertise in Microsoft Hybrid Entra domain support of users and devices.
• Strong understanding of desktop and server operating systems, hardware diagnostics, endpoint configuration, software deployment, and technical documentation.
• Expertise in end user application support of Microsoft Office 365 applications.
• Demonstrated ability to automate work via scripts, PowerShell and/or AI.
• Strong understanding of desktop and server operating systems, hardware diagnostics, endpoint configuration, software deployment, and technical documentation.
• Working knowledge of basic network connectivity concepts, including IP addressing, DNS, DHCP, VLANs, Wi-Fi, VPN access, and common network troubleshooting methods.
• Ability to diagnose and repair PC components, install software and drivers, detect and respond to malware concerns, and support printers, scanners, conference room technology, and other peripheral devices.
• Experience with centralized user and account provisioning, including SSO, SCIM, Active Directory, Microsoft 365, Entra ID, and related cloud-based identity platforms.
• Experience in working with PII and/or sensitive data.
• Reliable transportation.

Preferred Qualifications:

• Associates degree or equivalent
• CompTIA Certifications: Tech+, A+, Network+
• Microsoft Support Specialist Professional Certificate

Supervisory Responsibility:

• None

Physical Demands:

• Ability to lift 30lbs overhead, 50lbs to desk height.
• Working under desks, in server closets.
• Occasional cable/ladder work

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employee Benefits:

• Medical HMO, Dental and Vision is free for employee only coverage with Medical PPO buy up available
• Accrual of 22 days of PTO in your first year of employment
• 13 paid holidays
• 2 personal days
• Sick Time
• ORCA regional business passport
• Employer paid basic life insurance and disability insurance
• SupportLinc employee assistance program
• Medical Flexible Spending Account (FSA) and Dependent Care FSA
• Retirement: employee contribution through the Department of Retirement Systems Deferred Compensation Program, employer contribution of 2% annually through Fidelity SEP IRA

Community Roots Housing is an Equal Opportunity Employer. All qualified applicants are encouraged to apply. Community Roots Housing is a “Ban the Box” employer. However, per Federal Department of Housing and Urban Development requirements, any candidate selected for this position must undergo a criminal history background check prior to employment.