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

Job Requirements:

The following requirements are those that are normally required for the performance of this position. Any disabled applicant who does not meet one or more of the requirements, but who can perform the essential functions of the job (with or without reasonable accommodations) shall be deemed to meet these requirements.

Physical Requirements:

This position normally requires the physical demands of standing, walking, bending, lifting up to 30 pounds, keyboard fingering or performing other work requiring low physical exertion, talking, and hearing on a regular basis to perform the job requirement. These physical demands are required up to 80% of the time.

Non
- Physical Requirements:

Education High School Diploma required

Technical Certificate or Associate Degree in Information Technology preferred

Experience1 year of experience in working with computer hardware and software required

Special Skills Provide excellent customer service to staff and client

Knowledge of Microsoft Office 365 (Word, Excel, etc.)Knowledge of Windows 10/11, MAC OS, and Windows Server 2016/2019/2022/2025

Knowledge of Active Directory, DHCP, DNS and Group Policy Knowledge of Mobile Device Management Outstanding troubleshooting and communication skills

Ability to communicate effectively with staff and managers

Ability to prioritize and manage multiple tasks with designated timelines

Ability to maintain a positive, team-oriented attitude

Ability to keep records and information confidential

Ability to troubleshoot computer hardware, software and network issues

Project management experience and/or critical thinking desired

Licenses, Registration, or Certification Valid Washington State driver’s license and minimum liability insurance for WA State Must be deemed insurable as determined by Catholic Charities’ liability insurance provider

Comptia A+,
-Network+ and/or Microsoft Certifications Preferred Employment is conditional upon:

Being cleared by criminal background check and fingerprinting when required

Work Schedule:

Monday-Friday, 8:00am - 5:00pm, in-person

Wage Range: $24.50 - $29.00 per hour, depending experience

Benefits:13 paid holidays, 12 days of vacation, 12 days of sick leave per year Health insurance including medical & prescription coverage, with optional dental and vision insurance plans. Majority of premiums paid by Catholic Charities Retirement 403(b) Plan: employee contributions commence upon employment;
Catholic Charities contributes 2% of monthly income and matches up to 4% of employee contributions following 6 months of employment

Basic Life Insurance paid 100% by Catholic Charities Flexible Spending Account eligibility following 6 months of employment

Education Assistance Program reimbursing up to $5,250 per year for approved continuing education after 6 months of employment

Additional voluntary insurances including supplemental life, accidental death & dismemberment (AD&D), critical illness, long term disability, accident, and  Assistance Program…