Technical Support Analyst (Part-time)

Join Otak’s IT Department during an exciting period of digital transformation as we support the continued growth of our company. We are seeking a part-time, onsite IT Help Desk Analyst (16 hours per week) for our Redmond office.

The ideal candidate is passionate about delivering innovative technology solutions and providing exceptional support to employees. In this role, you will be responsible for managing, resolving, and escalating IT incidents while maintaining full ownership of issues to ensure timely, accurate resolution. Your work will play an important role in helping our team stay productive and connected.

This position offers a dynamic environment where you can make a meaningful impact while supporting a growing organization. If you are a proactive problem-solver with strong technical skills who is committed to excellent customer service and seeking a flexible part-time role with Monday availability, we encourage you to apply.

In this role you will:

• Serve as a dedicated advocate for user issues, ensuring that all customer needs are addressed with urgency and precision.
• Provide first-level support to help customers resolve basic technical challenges.
• Assess, prioritize, and handle incoming support requests via phone, voicemail, email, and in-person interactions.
• Employ expert communication and technical skills to swiftly resolve complex IT incidents, handle requests, and support project activities.
• Diagnose and solve problems related to local and wide area networks, desktop environments, servers, and applications.
• Liaise with vendors to open and manage trouble tickets, facilitating quick resolution of technical issues.
• Thoroughly investigate issues by validating problems and identifying known solutions.
• Manage the full lifecycle of user hardware and software, including purchasing, provisioning new systems, deploying software, and retiring obsolete equipment.
• Maintain detailed documentation throughout the incident lifecycle and communicate updates to the customer consistently.
• Administer user accounts across business applications, including Office 365, Active Directory, and Microsoft Teams.
• Manage email mailboxes, groups, distribution lists, and public folders.

What you bring:

• 2-6 years of experience in IT support, preferably in a Microsoft-centric environment.
• Associate’s Degree in a related technical field, or equivalent practical experience.
• Relevant IT certifications such as MCSA, CompTIA A+, Network+, etc.
• Exceptional interpersonal and organizational skills, with the ability to manage diverse situations and multiple priorities.
• Proficient in supporting Microsoft Windows 10/11 and basic Windows Server operations.
• Experience with Active Directory and Group Policy management.
• Knowledge of Microsoft software updates, patch management, and endpoint protection (such as Endpoint Central).
• Skilled in troubleshooting wireless and LAN issues.
• Familiarity with financial processes including accounting and purchase orders is beneficial.

The salary information shown below is a general guideline only. Salaries are based upon candidate experience, qualifications, and work location as well as market and business considerations.

Pay Range: $45 to $50 per hour

Why work at Otak?

We’re not just looking for skills and experience, having shared values is just as important! When you work at Otak, you aren’t just joining a firm — you’re joining a community. We believe our best work happens in a culture of collaboration and inclusion, where the expertise of diverse individuals can thrive in a foundation of teamwork. The work environment we create is built on a simple concept: working on interesting projects with interesting people. However, we don’t just believe in cultivating our own community; we’re also committed to enriching the communities around us with smart, creative solutions. We know our employees make an investment in us, so we’re committed to making an investment in them. Seasoned experts and young professionals work together to encourage personal growth and skill development at all experience levels. Plus, we’re expanding — and we’re dedicated to developing an internal infrastructure with the strength and talent to support that growth.

Equal Opportunity

At Otak, we are proud to be an equal opportunity employer committed to cultivating a workplace that is inclusive, equitable, and respectful for all. We believe that diverse perspectives enrich our work environment, fuel innovation, and are essential to our collective success.

We are dedicated to maintaining a workplace that is free from discrimination, harassment, and bias. Every individual at Otak is valued, included, and treated with dignity and respect. We do not tolerate discrimination based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local laws.

All employment decisions, including those related to recruitment, hiring, training, promotion, compensation, benefits, and termination are based on business needs, job requirements, and individual qualifications. We strive to ensure that our practices uphold fairness and equity at every stage of the employment lifecycle.

Our Vision for an Inclusive Workplace

We are committed to creating an environment where:

• Diverse identities are embraced, and differences are valued as a source of strength.
• Every employee feels safe to be their authentic self and contributes meaningfully.
• Unique perspectives are encouraged, and open dialogue is welcomed to foster innovation.
• Curiosity replaces judgment, and respectful engagement is prioritized in all interactions.
• Relationships are built on mutual trust, dignity, and respect, forming the foundation of our workplace culture.

We provide reasonable accommodation for individuals with disabilities, including pregnant employees, to ensure an accessible and supportive work environment. If you require assistance or accommodations during the application process or in the workplace, please contact Otak’s People Services Department at GRPHumanResources@Otak.com.

Join us in shaping a more inclusive future!