IT Support Analyst

Outreach is looking for a highly motivated, detail-oriented individual to join our IT Service Desk. If you are looking to get your feet in the door of an IT Services based career path, with one of the top-rated companies to work for in Seattle, look no further! In this role you will be the first point of contact for Outreach employees requesting IT assistance, and will categorize, filter, and solve trouble tickets and service requests according to current best practices. You will also have a tiered support system to escalate more advanced issues when appropriate. As the first point of contact you are effectively the face of Outreach’s IT department and exceptional customer service skills are paramount. 

About The Team

The IT Department at Outreach is a diverse team of IT professionals across the globe. We come from all walks of life with varied skillsets and passions. We all to some degree or another have a strong passion for technology which connects us all no matter where we reside in the world. We proudly serve our fellow Outreachers with their IT needs and are continuously architecting and improving our systems and service models. At Outreach we utilize modern, cutting-edge solutions to enable the workforce. Apart from office infrastructure related to on-prem hardware, we have built our systems to be entirely cloud based from the very beginning, which gives our team hands on experience with the newest models of IT Service and all the tooling that comes with it.

The Role

For this role, we are looking for an individual who is looking to get into the IT Service Industry; You might not have held a Tier 1 support role before but are passionate about IT technology and helping others solve their issues. Perhaps you have or currently do hold a position as Tier I support and are looking to move over into the cutting edge of systems and technology at an AI-based, Sales Engagement provider. You should be naturally inquisitive, always striving to learn more, and personally interested or invested in the vast world of technology.

Your Daily Adventures will Include:

• Owning the Tier I service desk queue and properly receiving, prioritizing, documenting, and actively resolving end user service requests
• Answering queries and addressing system and user issues in a timely and professional manner at the Tier 1 level
• Escalating Tier 2 and Tier 3 issues effectively 
• Owning and maintaining IT hardware and logistics. Hardware needs to be sent and received; this job role will be the primary source of handling IT logistical needs. 
• Assisting the IT Department in various projects and tasks when needed
• This is a hybrid role, requiring you to be onsite at our corporate office for a minimum of 3 days per week, subject to change as support needs change over time.

Our Vision of You: 

• Must have 1-2 years prior experience in a customer service role
• Must have general IT experience with Windows and Mac Operating Systems and hardware. Can navigate and explain both Windows and MacOS systems. 
• Experience supporting customers remotely and in person
• Strong time management and organizational skills
• Strong business writing/oration skills
• Prior experience in a Tier I IT support role is a strong plus 
• Shipping/Receiving experience is a strong plus