IT Support Specialist

The IT Support Specialist is the front line of IT at VOAWW, supporting 800+ users across office locations throughout Western Washington as well as remote staff. Staff are a mixture of in-person and remote workers and use a variety of systems and tools depending on their department and role. This position handles a high volume of day-to-day technical work: onboarding and offboarding, endpoint support, tickets, site visits, and keeping technology running reliably for everyone. Strong communication and customer service skills matter as much as technical ability.

Principal Activities:

• Onboard and offboard staff including identity provisioning in Entra ID, SaaS account setup and deprovisioning, device imaging and deployment via Intune and Autopilot, company phone and MDM enrollment, and VoIP account setup.
• Field and resolve end-user support tickets covering hardware, software, and connectivity issues for in-person and remote staff.
• Support remote staff who rely on department-specific tools.
• Set up, maintain, and troubleshoot workstations, laptops, monitors, printers (including enterprise multifunction devices), and conference room AV equipment.
• Administer and support Microsoft 365 services including Exchange Online, SharePoint, Teams, OneDrive, and Intune.
• Manage and troubleshoot Cisco Meraki networking equipment at agency locations.
• Manage technology assets and maintain accurate inventory and equipment refresh records.
• Travel to agency offices across Western Washington to provide on-site support as needed.
• Ensure devices and software remain current through regular patching and maintenance.
• Communicate proactively with the Senior IT Manager and other IT staff regarding open issues and project status.
• Establish and maintain positive relationships with all departments and colleagues.
• Contribute to IT documentation and knowledge base articles.
• Other duties as assigned., Effective performance in this role ensures a secure, reliable, and well-supported technology environment that enables staff to work efficiently across all locations. Timely onboarding and offboarding, responsive technical support, and well-maintained systems result in minimal downtime, strong user satisfaction, and reduced operational risk. Additionally, accurate asset management, consistent system updates, and clear communication contribute to improved IT service delivery, organizational productivity, and overall technology stability.

Do you have a valid Driver’s License license?, Do you have experience in Voice over internet protocol (VoIP) configuration?, Do you have a Associate’s degree?, * Associate’s degree in a related field AND 3+ years of experience in IT support or a relevant technical role.

• Thorough knowledge of Windows 11 Pro and the Microsoft 365 productivity suite.
• Hands-on experience with Microsoft Intune, Autopilot, and Entra ID.
• Experience with Cisco Meraki networking equipment.
• Proficiency with enterprise VoIP and communications platforms including RingCentral and Elevate.
• Experience setting up and supporting mobile devices including company-issued cell phones and managing MDM enrollment.
• Comfortable supporting remote staff using department-specific tools and software via phone, email, and remote desktop.
• Strong diagnostic and problem-solving skills.
• Excellent written and verbal communication skills.
• Customer service skills with the ability to remain sensitive and responsive to staff needs.
• Experience working collaboratively in a team.
• Must have a valid driver’s license and pass a criminal background check.

Pulled from the full job description

• 403(b) matching
• 403(b)
• Health insurance
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, Benefits (Full time)
• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities