IT Technician 1
About Routeware, Inc.Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place.Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.Our MissionTransform waste collection to drive a better future for generations to come.Our ValuesAdaptability - The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead.Mission-driven - At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment.Human-first - While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers.Responsibilities & DutiesHelp Desk & End User SupportServe as the first point of contact for incoming IT support requests via phone, email, ticketing system, or in-personTroubleshoot and resolve Tier 1 issues; escalate complex or unresolved issues to Tier 2/3 support as appropriateProvide courteous, professional support to users of varying technical skill levelsAccount & Access ManagementCreate, modify, disable, and delete user accounts in Microsoft 365, and other identity management platformsManage user permissions and group memberships in accordance with the principle of least privilegeProcess onboarding and offboarding requests to ensure timely provisioning and deprovisioning of accessReset passwords and manage MFA enrollment for end usersHardware ManagementReceive, configure, image, and deploy both Windows and Apple laptopsMaintain an accurate inventory of all hardware assets, including tracking assignments, warranties, and lifecycle status through use of an MDMPerform routine hardware inspections, cleaning, and preventive maintenanceTroubleshooting & Technical SupportDiagnose and resolve issues related to operating systems (Windows/macOS), office productivity software, printers, and network connectivitySupport users with VPN, remote desktop, and remote access toolsAssist with software installations, updates, patches, and license managementDocument troubleshooting steps and resolutions in the knowledge base to support future issue resolutionQualificationsEducation & ExperienceHigh school diploma or equivalent required; Associate's degree in Information Technology, Computer Science, or a related field preferred1+ year of experience in a help desk, IT support, or technical services role preferred; internship or lab experience consideredTechnical SkillsWorking knowledge of Windows 10/11 and macOS operating systemsFamiliarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)Basic understanding of Active Directory and user account managementExperience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)Ability to image, configure, and deploy endpoint devicesCertifications (Preferred)CompTIA A+CompTIA Network+Microsoft 365 Fundamentals (MS-900)ITIL FoundationBenefitsComprehensive benefits (medical with HSA option, vision, dental, and life insurance)Paid parental leaveMedical and Dependent FSA401K matchUnlimited PTOTen company holidays1 Volunteer daySummer Friday'sRouteware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.The Pay Range For This Role Is47,000 - 53,000 USD per year(Portland Warehouse)