IT Support Specialist

Join our team of mission-driven professionals!

Whatcom Center for Early Learning (WCEL) provides transformational services for young children and their families across Whatcom County, WA-with majestic mountains, beautiful seaside views, and a thriving outdoor recreation culture. Founded in 1973, WCEL partners with families and caregivers to provide high-quality, equitable, and comprehensive therapy, early learning, and support services to children, with a focus on those experiencing developmental delays and disabilities. WCEL is a non-profit organization with a $5 million annual budget and approximately 60 employees. For more information, please visit www.wcel.net.

Lived experience brings valuable insight

We are working to build a team that reflects the communities that we serve and brings a range of perspectives to help strengthen our services. We strongly encourage candidates who bring lived experience related to the barriers people may face in accessing early support services including, but not limited to, experiences related to race, culture, language, disability, identity, or involvement with support systems to apply. This perspective helps us better understand the needs of our communities, improve how we deliver services, and ensure that everyone feels welcomed and supported. If you meet the qualifications and feel your experience can help us grow in this way, we would love to hear from you.

Position Summary

Working under the supervision of the Operations Manager, the IT Support Technician supports the mission and vision of Whatcom Center for Early Learning by providing technical support to staff, diagnosing and resolving computer issues and offering guidance on hardware and software usage. This position is the primary point of contact for staff needing IT assistance, acting as a problem-solver and communicator.

Location: Flexible scheduling, in coordination with supervisor and in balance with the needs of the position, including options for hybrid with at least 3 days a week in person across WCEL's three locations.

Duties and Responsibilities

General Duties: 

• Identifies and resolves technical problems with hardware, software and systems. 

• Primary liaison to contracted technology company; shares information with leadership and administrative staff regarding technology information and recommendations for decision making. 

• Aids users via phone, email, virtual, or in person, explaining solutions in a clear and understandable manner. 

• Provide technical support at both internal and external WCEL meetings and events.

• Sets up new hardware and software, configuring systems and ensuring compliant operation.

• Manages help desk ticket system.

• Interacts with staff in a professional and helpful manner, ensuring that they have positive support experience.

• Develops a knowledgebase of resolutions to recurring problems and documenting technical support procedures.

• Provides training and guidance to staff on the use of applications.

• Maintains software and hardware inventory.

• Upholds HIPAA compliant standards and confidentiality across all technology systems.
• Provides support for data management activities and attends related meetings. 

• Ensures the accuracy and integrity of agency data.  

• Works with department leads to coordinate data and technology improvements that support the program quality.

Skills and Abilities

• The ability to diagnose and resolve technical problems effectively.  

• Clear and concise communication skills to explain technical information to users with varying levels of technical knowledge.

• A strong understanding of computer hardware, software, operating systems and common applications such as the Microsoft Office365 Suite/SharePoint, Adobe and other software platforms and a willingness to learn new software. 

• Professional work habits such as being responsive, organized, able to manage multiple projects and deadlines, and attention to detail. 

• A deep commitment to accessibility, diversity, inclusion and equity.

• A strong alignment with organizational values such as service-oriented and strengths-based team collaboration, ongoing learning and self-reflection, and commitment to work with and honor people of diverse lived experiences, cultures, perspectives and backgrounds.

Education and Knowledge

• An A.S. degree and or certification in Information Systems, Data Management, IT or relatable field of study.
• Two or more years working with data management systems and/or IT support.
• Prior experience in education, healthcare, childcare, or non-profits preferred.
• Preferred knowledge of Microsoft Intune, Defender and Azure platforms.
• Preferred knowledge of Apple Business Manager.

Benefits (if applicable)

• 401(k) with company match
• Health insurance (Medical/Dental/Vision) – including family coverage options
• Flexible Spending Account (FSA)
• Employee assistance program
• Professional Development Stipend
• Flexible schedule
• Paid time off

Other Requirements

• Vehicle in working condition, driver's license, and auto insurance

FLSA Status Options

Non-Exempt: This position is eligible for overtime pay for any hours worked over 40 in a workweek in accordance with the Fair Labor Standards Act (FLSA) and Washington State regulations.

Whatcom Center for Early Learning (WCEL) is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Offers of employment are contingent upon passing a background check.