IT Support Analyst

Role overview

Outreach is hiring a motivated and detail-focused IT Support Analyst to join its Service Desk team in Seattle. This position is a good fit for someone building a career in IT services, especially if you enjoy helping people solve technical problems and want to grow in a modern, cloud-first environment. As the first contact for employees needing IT help, you will triage, document, and work through support requests while escalating more complex issues to the appropriate support tier.

About the team

The IT organization at Outreach is made up of professionals located around the world with a wide range of backgrounds and strengths. The team is united by a strong interest in technology and works continuously to improve systems, workflows, and service delivery for employees. Outreach uses modern, cutting-edge tools to support the workforce, and its environment is built around cloud-based systems rather than traditional on-premises infrastructure, giving the team exposure to current IT service models and tooling.

What you'll do

• Serve as the main contact for the Tier I service desk queue by receiving, prioritizing, recording, and resolving employee support requests.
• Respond to technical questions and user issues promptly and professionally at the first support level.
• Route more advanced incidents to Tier 2 and Tier 3 teams when needed.
• Manage IT hardware and logistics, including sending and receiving equipment as part of day-to-day operations.
• Support the IT department with additional projects and tasks as assigned.
• Work in a hybrid arrangement with a minimum of three days per week onsite at the corporate office, with the schedule subject to change based on support requirements.

What we're looking for

• 1 to 2 years of experience in a customer service role.
• Practical IT knowledge covering Windows and Mac operating systems, along with related hardware.
• Ability to explain and work with both Windows and macOS environments.
• Experience assisting customers both remotely and face to face.
• Strong skills in organizing work and managing time effectively.
• Clear business writing and verbal communication abilities.
• Prior Tier I IT support experience is beneficial.
• Background in shipping or receiving is also considered an advantage.

Additional information

Outreach notes that artificial intelligence tools may be used during parts of the hiring process, such as reviewing applications, analyzing resumes, or identifying potential inconsistencies or verification signals in submitted materials. These tools support the recruiting team but do not replace human judgment. Final hiring decisions are made by people. If you want more details about how your information is processed, you can contact the company directly.