IT Support Technician

Position Summary:

The IT Support Technician is responsible for providing technical support to the end users in Catholic Charities and Catholic Charities Housing Services, and other designated users. This position requires excellent customer service, working in a team environment to triage and address technical end user issues and the capacity to work independently to complete tasks and projects as directed. This position is 100% in-person, in Wenatchee, WA.

Primary Responsibilities

• Provide technical support to users by researching and answering questions, troubleshooting problems, maintaining workstation, and local machine network performance
• Troubleshoot and resolve hardware, software, and peripheral issues (PCs, laptops, printers, mobile devices, etc.).
• Set up, configure, and maintain desktops, laptops, and related equipment. Assist with account setup, password resets, and user access requests.
• Monitor compliance with service agreements
• Improve system performance by identifying problems and recommending changes
• Update job knowledge by participating in education opportunities
• Travel to other offices as requested with a company provided vehicle (when available) or through mileage reimbursement
• Assist in onboarding/offboarding processes, including preparing and collecting IT equipment.
• Maintain inventory of IT hardware, software licenses, and supplies.
• Track all staff technical support requests and maintain documentation in a ticketing system - 2025
• Implement updates and development changes to company computers systems and network
• Assist with procurement/installations of new computers, software and other IT related equipment
• Assist with operation monitoring and maintenance of the network
• Assist with phone, voicemail and conferencing systems for all office locations
• Create and update employee phone and voicemail accounts
• Configure Dial-in-Direct (DID) extensions
• Participate in an on-call rotation to respond to IT emergency (911) pages.
• Assist with video conferencing needs

Perform other duties as assigned