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IT Support Specialist
Job Description
The IT Support Specialist provides frontline technical support, manages the lifecycle of employee devices, and ensures stable connectivity across regional offices and remote teams. This role serves as the primary IT support presence for the Kent headquarters and surrounding west coast offices, while also assisting remote employees. Responsibilities include employee onboarding/offboarding, network troubleshooting, and maintaining secure and reliable technology resources. The IT Support Specialist also partners closely with the Systems & Security Specialist on escalated issues and system integrity.
Job Requirements
Essential Duties
Helpdesk Support
- Monitor the IT support inbox and ticketing system, responding to issues promptly.
- Resolve login/password resets, MFA re-enrollments, and Microsoft 365 application issues (Teams, Outlook, OneDrive).
- Troubleshoot laptops, printers, docking stations, webcams, monitors, and conference room AV.
- Document fixes with clear, user-friendly explanations.
- Escalate advanced or security-related issues to the Systems & Security Specialist.
Device Lifecycle Management
- Track and manage laptop and phone inventory across multiple sites.
- Order, stage, configure, secure, and deploy devices with proper approvals.
- Ship equipment to remote staff or deliver/install onsite.
- Process device returns, reimage for reuse, and ensure proper recycling/disposal of retired equipment.
Onboarding & Offboarding
- Prepare and configure laptops/phones for new hires; ship or set up in person.
- Conduct first-day IT orientation (logins, MFA, system introductions).
- Partner with HR and managers for smooth transitions.
- Collect and reimage equipment during offboarding, and promptly disable access and accounts.
Field & Regional Support
- Provide onsite IT support during regular visits to headquarters and regional offices (Centennial, Aurora, Phoenix, Stockton, Rialto, Anchorage).
- Act as dedicated IT presence during visits for hands-on troubleshooting.
- Perform routine equipment checks (conference rooms, network hardware, shared workstations).
- Coordinate with local leaders on office technology needs.
- Support office expansions, moves, or technology upgrades.
Documentation & Backup
- Maintain records for device staging, shipping, and troubleshooting.
- Contribute to the IT knowledge base (SharePoint/OneNote/Wiki/Trainual).
- Cross-train on Microsoft 365 administration (password resets, group creation, license assignments).
- Provide backup coverage for provisioning and access management.
Networking & Connectivity
- Install, configure, and troubleshoot Wi-Fi (Peplink, eero) at regional offices.
- Partner with ISPs and vendors on internet or bandwidth issues.
- Provide basic support for office telephony (RingCentral phones, apps, headsets).
- Ensure conference rooms and collaboration spaces remain fully functional.
Shared Team Responsibilities
- Provide backup coverage across IT functions to ensure continuity.
- Keep IT documentation accurate and updated.
- Travel as needed to regional offices to provide support.
Participate in quarterly cross-training to balance team skill sets.
Relevant Experience
Technical Support / Helpdesk (2-4 years)
- Tier 1 or Tier 2 helpdesk experience resolving end-user issues.
- Hands-on troubleshooting of laptops, phones, AV, and peripherals.
- Experience working with a ticketing system.
Device Lifecycle & Asset Management (1-3 years)
- Deploying and securing laptops/phones.
- Managing inventory across multiple offices.
- Handling device returns, reimaging, and disposal.
Networking & Connectivity (1-2 years)
- Basic network hardware troubleshooting (routers, Wi-Fi, access points).
- Partnering with ISPs/vendors for service issues.
- Exposure to VoIP systems (RingCentral or similar).
Onboarding & Offboarding (1-3 years)
- Preparing devices and accounts for new hires.
- Delivering IT orientation for new employees.
- Coordinating device collection and account deactivation for offboarding.
Regional / Field IT Support (1-2 years)
- Providing in-person support in office environments.
- Supporting remote or satellite offices.
- Assisting with IT setups, relocations, and upgrades.
Cloud & Collaboration Tools
- Supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
- Familiarity with MFA, password resets, and basic administration.
- Experience with AV and conference room systems.
Pay Range: $34.00 - $37.00 per hour
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Ready to launch your career in Kent, Washington? Known for its vibrant community, stunning landscapes, and endless outdoor adventures, Kent is the perfect place to grow both personally and professionally. With easy access to the Pacific Northwest's natural beauty, including nearby Mount Rainier National Park and the Puget Sound, Kent offers a unique combination of urban amenities and outdoor experiences. Explore the local Kent Farmers Market, catch a show at the Kent Station, or cheer on the Seattle Thunderbirds. Don't miss the chance to join this thriving community and discover why Kent, WA, is the ideal location to take your career to the next level. Begin your job search today and be part of this dynamic and welcoming city!