Job description

We are looking for a highly-skilled, Onsite Support Technician L2 to be a critical part of our Managed Services Team and join our mission of revolutionizing Healthcare Information Technology. The ideal candidate is a self-starting and flexible individual, willing to be both hands-on, innovative, and interested in advancing a career within a growing company.

At True North ITG, Inc. we know IT, and we’re consistently driving innovation to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT operations smarter, streamlined, and ultimately, more successful.

If you're energized by providing exceptional customer service and able to “walk the talk” that excellent service is vital to our success, this is the opportunity for you. Our team is filled with passionate people who strive to make a genuine difference for our clients. If you are a driven person who exceeds expectations and appreciates an energized environment and awesome coworkers, we would love to talk to you!

GENERAL SUMMARY:

The Onsite Support Technician is responsible for the analysis and alignment of customer IT infrastructures with our company’s defined best practices. This person represents the front line of the service arm, is fanatical about excellent customer service, and is passionate about solving business problems with technology.

The Onsite Support Technician will install and maintain computer systems and networks aiming for the highest functionality helping our clients achieve and maintain their IT infrastructure needs. A successful Onsite Support Technician must have a thorough knowledge of computer software and hardware and a variety of internet applications, networks, and operating systems. This position involves using both technical skills and business acumen in support of our client’s systems as well as other technical requests from management. She/He will work at the client site and is responsible for working closely with the client and cross-functional support teams to manage and maintain the local and wide area network technology used by our clients and everything in between.

The position requires network administration skills, in-depth workstation knowledge, and management for both Windows and Mac operating systems. The goal is to build, maintain and improve the efficiency of systems and networks to optimize the role of technology in business sustainability. This requires focus and attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure.

Essential Duties and Responsibilities:

• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)
• Check computer hardware (HDD, mouse, keyboards, etc.) to ensure the functionality
• Perform regular, proactive service implementing best practices and standards
• Minimize reactive issues through understanding and accurately applying existing proactive services
• Drive the technical relationship with the client
• Collaborate with vCIO, Customer Experience, and Service Team to ensure excellent customer service is being delivered
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Install and configure appropriate software and functions according to specifications
• Develop and maintain local networks in ways that optimize performance
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Troubleshooting multi-site Active Directory environments
• Troubleshooting Microsoft Exchange 2012/2016/2019/2022 environments
• Examine IP Telephony related problems, install and align IP Telephony devices connected to the servers
• Workstation management and troubleshooting
• Organize and schedule upgrades and maintenance without deterring others from completing their work
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging, etc.)
• Maintain records/logs of repairs and fixes and maintenance schedule
• Identify computer or network equipment shortages and place orders
• Improve customer service, perception, and satisfaction
• Escalate service issues that cannot be completed within agreed-upon service levels
• Document internal processes and procedures related to duties and responsibilities
• Responsible for diligently entering all time and expenses in the ticketing system as they occur

Knowledge, Skills, and/or Abilities Required:

• Degree in Computer Science, related field, or equivalent on-the-job work experience
• 3+ years in the technology field
• Proven experience as IT Technician or related position
• Outstanding organizational and time-management skills
• In-depth understanding of diverse computer systems and networks
• Good knowledge of Internet security and data privacy principles
• Exceptional communication skills
• Excellent troubleshooting skills
• Ability to adapt to changes quickly
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast-moving environment
• The willingness to generate and maintain clear technical documentation and records
• The ability to lift 50+ pounds
• The capacity to learn existing and emerging technologies
• The ability to provide technical support and problem resolution for unfamiliar software and hardware
• Familiarity with ticketing systems or professional service automation tools
• A reliable vehicle to travel locally to client sites
• Ability to pass a background check

Preferred experience

• Degree in Computer Science, or a related field
• Healthcare IT experience
• CCNA - networking level
• Citrix
• Professional IT Certifications, such as MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, CCNP, CCIE, or VMware VCP

**The work environment is in a healthcare setting and therefore, proof of vaccination for COVID-19 is required, prior to start. All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, Annual Influenza and QuantiFERON TB Gold (QFT-G). Additionally, a Tdap (within last 10 years) is required. All immunizations are a condition of employment. Upon hire, employees must provide proof of their immunizations or immune titer results prior to starting or no later than their fifth (5) business day of employment.**

Job Type: Full-time

Pay: $25.00 - $33.35 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Renton, WA 98057: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 2 years (Required)
• Windows: 2 years (Required)

Work Location: In person

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