IT Support Technician 2

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

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

General Function:

The IT Support Technician 2 will play a pivotal role in supporting and optimizing technology operations across the organization. This position combines hands-on technical support with ensuring high availability of services, adherence to security protocols, and effective response to technological needs. Acting as a bridge between technical support staff and the leadership team, the IT Support Technician 2 will contribute to policy development, system upgrades, and implementation of best practices for data privacy and security.

Principal Activities:

• Managing Windows 11 Pro, M365 productivity suite, M365 modern cloud platform including Entra ID, Defender, Intune, Exchange, SharePoint, and PowerShell.
• Managing technology assets and inventory of equipment/refresh.
• Managing communications and networking equipment including Meraki, RingCentral, wired and wireless networks.
• Managing backups, restores and disaster recovery efforts.
• Ensure devices, systems, and software remain up to date and in good functioning order through regular patching and maintenance.
• Configure and conduct system audits. Monitor server logs, firewall logs, intrusion detection logs, backup reports, vulnerability scans, and internet and network traffic for unusual or suspicious activity as appropriate.
• Responsible for installing, maintaining, and repairing hardware & software components of the organization's computers and phones and maintaining working components through repair or replacement.
• Assisting staff with hardware and software challenges including remote management and monitoring.
• Provide high-quality technical support to staff, addressing hardware, software, and network issues efficiently.
• Establish and maintain positive relationships with all departments, ensuring effective, proactive communication to address technology needs.
• Plan and recommend upgrades and appropriate projects

• Communicate proactively and effectively with other IT staff and Leadership

• Act as a project liaison for technology projects
• Establishing good relationships with all departments and colleagues.
• Other duties as assigned

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Qualifications:

• Associate’s degree in a related field or 5+ years of experience in IT support, systems management, or relevant roles. Solid understanding of working with diverse computer systems and networks. In-depth knowledge of internet security and data privacy principles.
• Strong diagnostic, problem-solving, and project management skills.
• Excellent written and verbal communication skills
• Strong systems administration skills
• Proficiency in Windows 11 Pro, M365 productivity suite, M365 modern cloud platform including Entra ID, Defender, Intune, Exchange, SharePoint, and PowerShell.
• Proficiency communications and networking equipment including Meraki, RingCentral, wired and wireless networks.
• Ability to read, analyze, and interpret standard scientific and technical journals, communicate effectively with stakeholders, and work collaboratively in a team.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community  
• Experience working collaboratively in a team
• Must have a valid driver’s license, reliable home internet access, and pass a criminal background check.
• Listening, verbal, written and interpersonal skills
• Customer service skills with the ability to remain sensitive and responsive to customers' needs.

Physical Requirements:                                                                                               

• Prolonged periods of sitting at a desk, working on a computer, and being available and responsive via email/phone/messaging
• Must be able to lift 30 pounds at times
• Travel to agency program sites
• Must be able to drive an automobile, must sucessfully attend the agency driver training within 30 days of hire and should you ever be involved in an accident during work time, you will be subject to drug and alcohol testing.
• Must be able to climb on ladders and crawl under desks for equipment deployment and repair.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.