Job Summary:
Filson is a company committed to providing high-quality goods with a legacy of craftsmanship. The IT Support Technician provides timely technical assistance to various teams, focusing on diagnosing and resolving issues related to hardware, software, and networks to ensure smooth technology operations.
Responsibilities:
• Respond to technical support requests via phone, email, ticketing systems, chat, or in person, providing step-by-step troubleshooting and resolution.
• Diagnose hardware, software, network, and mobile device issues using remote support tools and troubleshooting methodologies.
• Install, configure, and maintain computer systems, operating systems (Windows and macOS), applications, and peripherals.
• Escalate complex issues to senior IT staff or engineering teams as needed.
• Document support interactions, resolutions, and processes within the knowledge base and ticketing systems.
• Create and maintain user documentation, FAQs, and training materials.
• Support end users by providing guidance on technology best practices and self-service tools.
• Assist with system deployments, hardware setups, and technology migrations across corporate and operational environments.
• Monitor system performance and assist with asset tracking and device inventory.
• Collaborate with cross-functional teams to identify root causes and improve IT support processes.
• Stay current on system updates, security patches, and emerging technologies.
Qualifications:
Required:
• High school diploma or equivalent required
• 3–5 years of experience in technical support, help desk, or a customer-facing IT support role
• Working knowledge of Microsoft Office 365, Windows and macOS troubleshooting, mobile device management (Microsoft Intune), and basic networking concepts (LAN/WAN, TCP/IP, DHCP)
• Experience using ticketing systems such as Zendesk or Jira and remote support tools
• Familiarity with endpoint device setup, system configuration, and user account management
• Strong attention to detail coupled with analytical and problem-solving skills
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Proficient knowledge of Microsoft Office
Preferred:
• bachelor’s degree in Information Technology, Computer Science, or a related field
• Basic scripting knowledge (PowerShell, Python, or similar) or database concepts
• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications
Company:
Filson is an outfitter and manufacturer of unfailing goods for outdoor enthusiasts. It is a sub-organization of Bedrock. Founded in 1897, the company is headquartered in Seattle, USA, with a team of 201-500 employees. The company is currently Growth Stage.