Information Technology System Analyst

Addison Group; Tacoma (WA); On-site; USD 55,000 - 85,000; Full time

Job summary

The Addison Group in Tacoma, WA is seeking an IT Support Specialist to receive, triage, and resolve incidents and requests across the organization. You will work with end users, log tickets, and ensure timely resolution or escalation while maintaining professional communication.

You will support Windows OS issues, hardware, and network-related problems, participate in on-call rotations, and collaborate with cross-functional teams to uphold service levels and customer satisfaction.

Qualifications

• Minimum 3 years of IT experience required.
• Minimum 2 years’ direct Windows OS troubleshooting experience.
• Bachelor’s degree in CS/IT preferred.
• Willingness for 24/7 on-call support and on-site response within 30 minutes.

Responsibilities

• Handle IT incidents and service requests via phone, IM, email, and walk-ins.
• Provide timely resolution or escalation; maintain professional communication.
• Log tickets and update them to meet SLA; keep knowledge base updated.
• Support deployment and maintenance of end-user devices and hardware.
• Collaborate with facilities and vendors on IT infrastructure needs.
• Be available for after-hours on-call rotations and respond on-site within 30 minutes.

Skills

Customer support

Communication skills

Problem solving

On-call

Windows troubleshooting

Education

Bachelor's degree in CS/IT related field

High School Diploma or equivalent

Job description

• Receive and resolve phone, IM, email, and Walk-ins for all IT Incidents and Requests across the organization
• Create a positive customer support experience with timely resolution or escalation of issues and requests
• Communicate promptly on progress, and handling customers with a consummately professional attitude
• Log and update tickets to meet SLA’s and contribute to centralized Knowledge Base
• Ensure tickets are assigned with correct priority and to the appropriate support teams
• Manage user lifecycle, creating user accounts, managing access, updating user information, and closing accounts as clients depart
• Troubleshoot and resolve issues related to computers, conference room A/V, phones, mobile devices, printers, software, cameras, networking and other IT systems
• Image, upgrade, and deploy end user devices (desktops, laptops, printers, mobile devices, VoIP phones, and A/V)
• Train end-users on hardware functionality and basic software systems
• Install and maintain physical infrastructure in Data Centers and closets throughout the facility, working closely with offsite technical teams to troubleshoot and deploy equipment (smart hands and eyes)
• Collaborate with facilities teams and vendors on cabling, power, and environmental needs for IT
• Be available for after-hours on call rotation to support 24/7 operations
• Build and maintain relationships with technical partners, central support teams, and customers to improve collaboration and understand needs
• Able to identify process improvements and propagate best practices
• Manage hardware lifecycle by tracking and maintaining IT assets
• Maintain documentation of supported systems
• Help design, implement, and maintain technical solutions in alignment with business goals
• Assist in the development and implementation of IT projects, collaborating with cross-functional teams to ensure timely execution
• High School Diploma or equivalent required. Bachelor’s degree in computer science, Information Technology, or a related field preferred
• Minimum 3 years of experience in applicable Information Technology discipline required
• Minimum 2 years of direct experience in troubleshooting Microsoft Windows Operating Systems required
• Advanced technical expertise, problem-solving skills, and the ability to troubleshoot complex hardware and software issues required
• Proven ability and willingness to provide day-to-day and after-hours support (24x7) as appropriate required
• Ability to participate in on-call rotation and respond on-site within 30 minutes to resolve significant outages required
• Excellent verbal and written communication skills for direct client interaction required
• Ability to work well with business, local IT, and remote IT resources required
• Proven ability to master and apply advanced and specialized technical training preferred