IT Support Analyst

About Outreach Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.   About the Team The IT Department at Outreach is a diverse team of IT professionals across the globe. We come from all walks of life with varied skillsets and passions. We all to some degree or another have a strong passion for technology which connects us all no matter where we reside in the world. We proudly serve our fellow Outreachers with their IT needs and are continuously architecting and improving our systems and service models. At Outreach we utilize modern, cutting-edge solutions to enable the workforce. Apart from office infrastructure related to on-prem hardware, we have built our systems to be entirely cloud based from the very beginning, which gives our team hands on experience with the newest models of IT Service and all the tooling that comes with it.      The Role Outreach is looking for a highly motivated, detail-oriented individual to join our IT Service Desk. If you are looking to get your feet in the door of an IT Services based career path, with one of the top-rated companies to work for in Seattle, look no further! In this role you will be the first point of contact for Outreach employees requesting IT assistance, and will categorize, filter, and solve trouble tickets and service requests according to current best practices. You will also have a tiered support system to escalate more advanced issues when appropriate. As the first point of contact you are effectively the face of Outreach’s IT department and exceptional customer service skills are paramount.    Location  Hybrid in Seattle 3-4 day as week in office    Your Daily Adventures Will Include Owning the Tier I service desk queue and properly receiving, prioritizing, documenting, and actively resolving end user service requests Answering queries and addressing system and user issues in a timely and professional manner at the Tier 1 level Escalating Tier 2 and Tier 3 issues effectively  Owning and maintaining IT hardware and logistics. Hardware needs to be sent and received; this job role will be the primary source of handling IT logistical needs.  Assisting the IT Department in various projects and tasks when needed This is a hybrid role, requiring you to be onsite at our corporate office for a minimum of 3 days per week, subject to change as support needs change over time.   Our Vision of You Must have 1-2 years prior experience in a customer service role Must have general IT experience with Windows and Mac Operating Systems and hardware. Can navigate and explain both Windows and MacOS systems.  Experience supporting customers remotely and in person Strong time management and organizational skills Strong business writing/oration skills Prior experience in a Tier I IT support role is a strong plus  Shipping/Receiving experience is a strong plus