Technical Support Analyst I

Our vision is a world of peaceful relationships with food, weight, and body image, where everyone with an eating disorder can experience recovery. We believe that exceptional, individualized care leads to lasting recovery from eating disorders. That's why our teams are comprised of compassionate, dedicated professionals from a variety of backgrounds who collaborate to provide the very best evidence-based care for our clients at all levels of care.
Technical Support Analyst I
The Technical Support Analyst I role acts as the primary, first point-of-contact for all IT Support related requests and/or questions. This position is responsible for responding to, troubleshooting to resolution, routing, and tracking all incoming tickets from TEP staff requesting IT Support assistance. Measurements for success include meeting service-level-agreements (SLA) % rates for resolving or re-routing incidents, meeting guidelines of the Core Responsibilities matrix, and positive staff feedback.
Compensation Range:
Technical Support Analyst I: $22.01/hr - $27.24/hr
Final compensation offered will be within pay range based on qualifications/experience met for position.
Schedule: This position is a part time (PRN/Casual) role working 8hrs per pay period (over two weeks) with a schedule that is open to determination based on candidate preferences within the time period of Monday through Thursday 8:00am to 5:00pm Pacific Time.
How Technical Support Analysts Empower Recovery:

• As primary point-of-contact for IT Support team, respond to all end-user telephone and email requests for Technical Support in a timely manner.
• Provide routine and basic technical assistance (Tier 1) to end-users across the organization.
• Track and monitor incidents to ensure timely resolution, and accurately organize and document information relating to the request.
• Communicate effectively with end-users via telephone and email to keep them informed of the status of their requests.
• Escalate more complicated Technical Support issues to appropriate IT Staff.
• Ability to recognize and triage incidents according to established priority levels and communicate urgent needs to appropriate IT Staff.
• Provide 24/7 coverage for all IT Services during on-call shift.
• Communicate effectively with IT Support team members and ensure all incident details are transmitted accurately and efficiently.
• Conduct routine trainings in person on basic IT-related procedures, including new hire orientations to IT systems.

• Associate's (AA) degree in computer science or related area of study preferred.
• 2+ years of experience in a customer service or support role is required; experience in a level 1 Technical Support role strongly preferred.
• CompTIA A+ Certification preferred (or plans to obtain such within 1 year of hire date).

• Medical - Blue Cross Blue Shield. Health benefits begin on the 1st of the month after start date Employees must work an average of 30 hours per week to be eligible
• Dental - Delta Dental, Vision
• Health Savings Account (HSA) - Health Equity & Flexible Spending Accounts (FSA)
• Commuter Benefits - Edenred Commuter Benefit Solutions (Employees located in Seattle only)
• Eligible to enroll in company's 401(k) Retirement Plan - Principal Financial.
• All employees, age 21 and older, are eligible to participate in the 401(k) Retirement plan the first of the month following 2 Months of Service
• Match 50% of your contribution, up to 6% of your pay.
• Generous PTO plans: Paid Time off (PTO) is provided to all regular full time and part time regular employees up to 152 hours/19 days within the first year of employment. PTO is accrued throughout the year and can be used for vacation, personal and sick time and accrues based on compensated hours.
• Holidays: Employees not working at a residential or inpatient facility are eligible for 7 paid holidays and 1 floating holiday
• Non-exempt employees working at a residential or inpatient facility will receive premium pay at a rate of double time if they are scheduled and work on one of ten designated holidays.
• Employees hired on or after February 20, 2022, will receive premium pay at a rate of time and-a-half if scheduled and work on one of ten designated holidays.
• Exempt employees working at a residential or inpatient facility who are scheduled to work on a holiday may take the holiday on a different day during the same pay period. Additionally, non-exempt employees are eligible or various shift and weekend differentials.

• Employee Life/AD&D Insurance
• Short-term disability
• Long-term disability