Technical Support Specialist
About The Company Redwood Family Care Network is a pioneering organization committed to delivering person-centered home and community-based services to individuals with intellectual and developmental disabilities. Our mission is to provide world-class support, advocacy, and services that enable individuals to live positive, enriching lives within supportive environments. We prioritize the health, safety, and well-being of those we serve, maintaining a strict zero-tolerance policy on abuse and neglect. Our dedicated team shares a passion for making a meaningful difference in the lives of others and upholding our core values of compassion, integrity, and excellence. Redwood Family Care Network continuously strives to be an innovative leader in the field, fostering a culture of respect, inclusion, and professional growth.
About The Role We are seeking a highly motivated and customer-focused Technical Support Specialist 1 to join our dynamic team. This full-time position is based in Kent, WA, and offers an excellent opportunity for individuals passionate about technology and helping others. The role involves providing technical support and troubleshooting assistance to our staff, clients, and partners, ensuring seamless operation of hardware, software, and network systems. The ideal candidate will demonstrate strong communication skills, patience, and professionalism, particularly when resolving complex technical issues under pressure. This position plays a vital role in maintaining the technological infrastructure that supports our mission of delivering exceptional services to individuals with disabilities, ensuring that our operations run smoothly and efficiently.
Qualifications The ideal candidate should possess a minimum of an Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. Relevant certifications such as CompTIA A+, Network+, Security+, or Google IT Support Professional Certification are highly preferred. Candidates should have hands-on experience with operating systems including Windows, macOS, and Linux, and proficiency in managing Google Workspace applications. Familiarity with network equipment such as Unifi access points, switches, and controllers, along with knowledge of networking fundamentals like TCP/IP, DNS, DHCP, VPNs, and VLANs, is essential. Experience with remote monitoring and management platforms, ticketing/helpdesk systems, and remote desktop tools will be advantageous. Candidates should also have basic knowledge of cybersecurity best practices, mobile device support (iOS and Android), and troubleshooting hardware, software, and peripherals.
Responsibilities The Technical Support Specialist 1 will be responsible for providing comprehensive technical assistance to users, diagnosing and resolving hardware, software, and network issues promptly. This includes configuring and supporting network equipment, troubleshooting connectivity problems, and supporting mobile devices. The role requires maintaining documentation of support activities, managing tickets efficiently, and escalating complex issues when necessary. The specialist will also assist in implementing new technologies, conducting system updates, and ensuring cybersecurity measures are followed. Providing exceptional customer service by communicating effectively, demonstrating patience, and maintaining professionalism is a core aspect of this role. Additionally, the support specialist will collaborate with other IT team members to improve processes and contribute to the overall technological resilience of the organization.
Benefits Redwood Family Care Network offers a comprehensive benefits package designed to support the well-being and professional growth of our employees. Benefits include medical, dental, and vision insurance plans, along with life insurance, short-term and long-term disability coverage, and hospital indemnity, critical illness, and accident insurance options. Employees have access to Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage healthcare expenses effectively. We also provide an Employee Assistance Program (EAP) to support mental health and well-being, along with an employee discount program and paid time off (PTO). Our partnership with Dayforce Wallet allows for daily access to earned wages. Additional benefits include pre-tax 401(k) retirement plans, Roth after-tax options, tuition discounts through Capella University, and opportunities for professional development and advancement.
Equal Opportunity
Redwood Family Care Network is an equal opportunity employer dedicated to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected characteristic. We are committed to providing a work environment where all employees are valued, respected, and have equal opportunities for growth and development. All applicants will be considered without regard to their background or personal characteristics, and we encourage individuals from all backgrounds to apply.