About this Role

The primary responsibility of the IT Support Analyst is to provide technical support to end-users of Pushpay, assisting them with hardware and software issues and resolving technical problems in a timely and efficient manner. This role will be a vital resource in maintaining user productivity, troubleshooting system errors, and contributing to a positive technology-driven work environment. The IT Support Analyst will play a crucial role in ensuring the smooth functioning of our organization’s IT operations and serving the core IT needs of our associates. 

Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.

Benefits and Compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO, to start, increases with tenure and seniority
• Paid parental and adoption leave
• Compensation Range: $51,171 - $64,200, depending on location

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You’ll Do

• End-User Support: Provide first-level technical support to end-users across the organization, both remotely and in-person. Address and resolve IT-related issues, including hardware, software, and network problems, ensuring minimal disruption to daily operations.
• Incident Management: Monitor and manage the IT ticketing system, prioritize and escalate support requests as required, and maintain detailed records of incident resolutions. Strive to meet defined service level agreements (SLAs) for response and resolution times.
• Software Installation and Configuration: Assist in the installation, setup, and configuration of software applications on user devices, ensuring compatibility and proper functionality.
• Hardware Deployment: Assist with the procurement, setup, and deployment of desktops, laptops, and mobile devices. Ensure proper installation and configuration to meet business needs. Conduct routine maintenance on computer systems, peripherals, and other IT equipment to optimize performance and extend their lifespan.
• System Administration: Assist in managing and maintaining various IT systems and SaaS tools, including user account management, access controls, and system configurations. 
• Network Support: Assist with basic network troubleshooting, including connectivity issues, IP configurations, and assisting users with wireless access.
• Documentation: Create and update technical documentation, standard operating procedures (SOPs), and knowledge base articles to facilitate knowledge sharing and support continuous improvement. 
• Employee Onboarding/Departures: Provide an amazing experience for onboarding new associates, as well as departing ones. Provision equipment, conduct orientation sessions and ensure new associates are supported during onboarding. Support exiting employees with returning of equipment and closing out of accounts.
• Security Compliance: Collaborate with the IT SaaS Ops team to ensure adherence to company security policies and assist in implementing security measures to protect sensitive data.
• IT Asset Management: Track and manage IT assets, including inventory, procurement, and disposal, ensuring compliance with company policies and industry standards.
• Collaborative Team Player: Work closely with other IT team members, sharing knowledge and best practices to enhance the overall effectiveness of the IT department.

What You Bring

Skills

• Solid understanding of desktop operating systems (e.g. macOS and Windows)
• Strong understanding of common software applications (e.g., Google Workspace, Slack, Microsoft Office, web browsers)
• Basic knowledge of SaaS tooling and management
• Basic understanding of network infrastructure concepts and how to troubleshoot issues (eg. TCP/IP, DNS, DHCP, Ethernet, Wi-Fi)
• Basic understanding of equipment life-cycle management
• Familiarity with hardware components, troubleshooting techniques, and printer support.
• Basic understanding of deployment concepts and mobile device management
• Strong problem-solving skills with a customer-focused approach
• Able to resolve issues remotely and without direct access to customer hardware
• Excellent communication skills, both verbal and written, with the ability to convey technical information in a clear and understandable manner.
• Detail-oriented and organized, with the ability to manage multiple tasks and priorities effectively.
• Self starter with a strong work ethic and the ability to work with minimal supervision and alone when necessary
• A team player with a positive attitude and the willingness to learn and grow within the role.

Minimum Experience

• 1-3 years of hands-on experience working in an end-user desktop support role or computer operations environment

Preferred Experience

• 2+ years experience using Google Admin Console or MS Active Directory
• 1+ years experience using JAMF or other MDM solution
• 1+ years experience using Okta or other SSO solution
• 1+ years experience imaging, deploying, and recycling hardware

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!