IT Support Specialist

ABOUT RYTHER:
Helping children, youth, young adults, and their families find their path to healing and hope is at the core of our work. We can only achieve this by striving for excellence and providing an array of services that are needed and wanted by the community we serve. We are continuing to expand our service array and locations where we provide services, with therapists in more schools and social service agencies. As we expand our services to serve more than 800 children, youth, and young adults each month – regardless of payer, gender identity, sexual orientation, race or ethnicity, or place of origin – we do so with the intention that we would want our own families to use these services should they need them. The staff at Ryther are committed to creating and maintaining a culture that is informed and reflective of trauma recovery and racial equity and social justice principles.

ABOUT THE ROLE:

The IT Support Specialist provides first- and second-tier help desk support to end-users related to desktop computers, applications, mobile devices, and applications.

KEY AREAS OF RESPONSIBILITY:

  • Field incoming help requests from end users via service tickets, telephone, and email.

  • Provides IT set up and tear down for meetings, conference calls, presentations, etc.

  • Perform hands-on fixes at the desktop level, including installing and upgrading software & hardware, implementing file backups, and configuring systems and applications.

  • Excels at hardware/software troubleshooting, including computers, printers, copiers, phones, email, network files, and VPN access, etc.

  • Create, change, and delete user accounts per request.

  • Help maintain computing environment systems by installing workstations for end-users as directed.

  • Help support all non-IT-related computer hardware and software such as phone systems, audio/video systems, security access control systems, etc.

  • Under the direction and approval of the IT Director, orders needed equipment, software, and supplies and participate in the maintenance of IT inventory.

  • Escalates problems to Systems Administrator or IT Director as needed.

  • Assist in maintaining IT Department documentation of procedures, configurations, passwords, etc.

  • Assists the IT Director and Systems Administrator with daily network & system monitoring.

  • Works cooperatively with all members of the IT department towards team goals and end-user support.

  • Supports all Ryther offices and satellite sites, including traveling to the current off-site location in Mukilteo.

  • Demonstrates a high degree of skill in communication and positive interaction with all Ryther employees, prospective employees, external agencies/companies, and the community at large.

ESSENTIAL JOB REQUIREMENTS

  • Commitment to the Mission, Vision, and Values of the agency.

  • Acceptance of a variety of lifestyles, behaviors, cultural, and spiritual practices.

  • Ability to work with others in a position of responsibility.

  • Ability to effectively prioritize and execute tasks correctly.

  • Effective written and verbal communication skills.

  • Willingness and ability to work occasional weekends as necessary.  

  • Comfortable with PC hardware.

  • Minimum of 1-2 years of experience troubleshooting Microsoft Windows 7/Windows 10 operating systems.

  • Basic understanding of email configuration and support on MS office tools.

  • Experience with MS Servers plus.  

  • Must be self-motivated, detail-oriented, and able to work independently with little supervision.

  • Excellent customer services skills are essential.

  • Ability to use the senses of sight and hearing to effectively perform responsibilities.

  • Ability to perform a range of physical motions including but not limited to:

    • Ascending/descending stairs

    • Standing, walking, sitting for long periods of time

    • Kneeling, squatting and stooping