IT Support Services I - Help Desk

Transitions Group; Wenatchee (WA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k match

Flexible PTO

Paid certifications

Gym reimbursement

40 Hours for Volunteer Time

Job summary

Transitions Group is seeking an IT Support Engineer to join their team in Wenatchee, Washington. The role involves providing technical assistance, diagnosing, and troubleshooting various IT issues while ensuring exemplary customer service.

The ideal candidate will have over 2 years of experience in IT support, strong analytical skills, and a proficient understanding of Microsoft networks. Benefits include a competitive package with medical, dental, and vision, plus flexible PTO and paid certifications.

Qualifications

• Minimum of 2 years experience with Microsoft Networks and related technologies.
• Excellent communication skills, both verbal and written.
• Ability to work under pressure while providing exemplary customer service.

Responsibilities

• Provide frontline IT support for technical issues.
• Diagnose and resolve hardware, software, and network issues.
• Document solutions for recurring issues and update the knowledge base.

Skills

Microsoft Networks

Firewall configuration

Endpoint security

PowerShell

Technical documentation

Customer service

Education

High School diploma or GED

Associate degree

Tools

ConnectWise

MS Office (Word, Excel, Outlook)

Job description

IT Support Engineer

We are looking for a skilled IT Support Services professional to join our team and deliver outstanding technical assistance to our employees and clients. The IT Support Services associate will be responsible for diagnosing, troubleshooting, and resolving issues related to hardware, software, and network systems. This role requires strong analytical skills, technical knowledge, and a customer-oriented approach to help users resolve their IT challenges efficiently.

Key Responsibilities

• Provide frontline IT support, responding to technical issues submitted through phone, email, and ticketing systems within agreed-upon SLAs.
• Diagnose and resolve hardware, software, and network issues on desktops, laptops, mobile devices, and printers.
• Install, configure, and update operating systems, software, and hardware for new and existing users.
• Manage user accounts, including setting up new accounts, handling password resets, and managing permissions.
• Troubleshoot network issues, including Wi‑Fi connectivity, VPN access, and network printer issues.
• Document solutions and troubleshooting steps for recurring issues and update the knowledge base for future reference.
• Monitor and maintain IT systems and networks to proactively identify potential issues and prevent disruptions.
• Collaborate with other IT team members and elevate complex issues to senior engineers as needed.
• Support IT projects such as system upgrades, software deployments, and network expansions.
• Ensure security measures are followed to protect the integrity of data and systems.

Key Qualifications

• +2 years experience with Microsoft Networks, firewall configuration, network configuration, workstation setup and installation, print management, integrating cloud technology, network and endpoint security, TCP/IP protocols, Active Directory and Group Policy management, PowerShell, technical process and procedure documentation.
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Excellent computer proficiency (MS Office - Word, Excel and Outlook)
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and to carry out assignment to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• High School diploma or GED required
• Associate degree preferred

Preferred Experience

• Experience with ConnectWise
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Experience with cloud platforms like AWS, Azure, or Google Workspace.
• Knowledge of ITIL practices and IT service management.

Benefit Highlights

• Competitive benefits package, including medical, dental, vision, and life insurance
• 401k match
• Flexible PTO
• 10 Holidays including your Birthday and a Floating Holiday!
• Gym reimbursement
• Amazon Prime reimbursement
• 40 Hours for Volunteer Time
• Paid Maternity and Paternity leave
• Paid certifications
• Learning and development programs

Courser is an equal opportunity employer. Applications are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state, or local laws.