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IT Support Technician I

Company: Wesley Homes
Location: Kent
Posted on: November 22, 2021

Job Description:

Job Summary
The IT Support Technician I serves as the primary point of contact for inbound IT support requests from employees and community residents. Additionally, this role installs, configures, and maintains business equipment, systems, and user accounts. Common responsibilities include documenting inbound requests, troubleshooting and resolving client requests, educating employees and residents on general self-service tips, escalating systems issues and/or complex matters, and repurposing and preparing equipment for use. This position requires active listening, independent analysis, problem solving, and a service-oriented approach with internal and external clients.


  • Receive and document initial telephone or electronic support requests
  • Provide technical support services and after hours support (on a scheduled rotation)
  • Maintain IT ticket log and library of issue resolutions
  • Install, configure and maintain desktop, laptop, tablet, mobile devices and peripherals
  • Remove old equipment and perform data migration to new machines
  • Maintain an inventory of installed software; manage software licensing
  • Create user accounts and manage access control based on company policies
  • Ability to travel from one work location to another to perform duties
  • Perform other duties and projects as assigned

    Education Background

    • Associate's Degree in information technology, vocational technology training or equivalent experience.

      Licensure, Registration, Certification

      • Valid Driver's license and proof of insurance.

        Special Training/Skills

        • Willing to be part of an on-call rotation

        • Experience working with printers and other computer peripherals

        • Experience working with Microsoft Business Applications such as Windows, Office and Outlook.
        • Knowledge of Computer Networks.
        • Experience with Helpdesk or Ticketing Systems.
        • Service-oriented and desire to assist employees and residents with diverse backgrounds and varying levels of technology exposure.
        • Strong verbal and writing communication skills for communicating with employees and residents.
        • Ability to learn new software products quickly, and be able to train other team members on how to maximize their use of software.

          Work Experience

          • Experience installing Windows operating systems.
          • Experience in a professional office environment.
          • Experience with Active Directory accounts

            Physical Demands

            • Ability to lift up to 50 pounds.
            • Significant walking throughout campuses.
            • Potential for long working hours during special projects.

Keywords: Wesley Homes, Kent , IT Support Technician I, Professions , Kent, Washington

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