COMPANY OVERVIEW

Cercano Management (“Cercano”) is an SEC-registered investment manager focused on ultra-high net worth clients and the entities associated with those clients, such as a family foundation. Cercano is based in Bellevue, WA, with offices in Minneapolis, MN, Atlanta, GA, and Singapore. Cercano invests globally for its clients, commonly operating as the family office Chief Investment Officer. The team has extensive experience in direct investing in all stages of venture capital, private equity, private credit, and public equities on a global basis.
Cercano offers services for all aspects of a client’s assets or family office. The team also has experience working with clients who have significant investments in non-financial assets on a global scale, such as fine art, professional sports teams, entertainment properties, intellectual property, commercial real estate, farmland, and personal residential

POSITION MISSION

We are currently seeking a Technical Support Specialist. This role is responsible for providing technical assistance and support to clients and customers who are experiencing technical, hardware, or software problems. Their job involves diagnosing and troubleshooting issues, guiding users through corrective steps, and resolving technical problems efficiently.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Install, deploy, and configure computer systems, software applications, mobile, and peripheral devices.
• As an IT Technical Support Specialist, your responsibilities will include providing technical assistance and support to end-users, diagnosing, and resolving hardware, software, and network connectivity issues, installing, deploying, and configuring computer systems and software applications, and maintaining an inventory of equipment, software, and licenses.
• You will also document and track support requests and their resolution, provide training to end-users on new hardware and software applications, and maintain and update user accounts and permissions on various systems.
• Setup, configure, and maintain laptops, workstations, accessories as needed.
• Follow standard operating procedures in the team, create and maintain procedure documents as needed.
• Assist IT staff in vendor coordination and management.
• Conduct Tier 1 Help Desk tasks (password resets, on the spot systems troubleshooting, software installations, Telephonic support)
• Responds to user requests for equipment maintenance and enhancement; install, re-install and upgrade operating systems, software applications and computer equipment.
• Acts as a first-level problem identification and resolution resource regarding system equipment, including answering questions, providing advice, troubleshooting, and following up with customers in solving their network system equipment problems.
• Taking ownership of users issues reported and seeing problems through to resolution.
• Talk users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Research, identify, and implement solutions to resolve technical problems promptly and effectively.
• Document technical knowledge in the form of manuals, guides, and FAQs for internal and external use.
• Stay updated on the latest technology trends, software updates, and industry best practices.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, experience, skill, and/or ability

Required

• Strong verbal and written communication, problem solving and organizational skills to support an environment driven by customer service and teamwork.
• A solid understanding of computer systems, hardware components, operating systems, and software applications is essential. This includes knowledge of troubleshooting methodologies and tools.
• The ability to analyze problems, identify root causes, and develop effective solutions is crucial. Technical Support Specialists often encounter complex issues that require creative problem-solving skills.
• Excellent communication skills are essential for effectively interacting with clients and users.
• Paying attention to detail is critical for accurately diagnosing and resolving technical issues. Small oversights can lead to larger problems, so Technical Support Specialists must be thorough in their work.
• Strong time management skills are essential for prioritizing tasks, meeting deadlines, and maintaining efficiency.
• Ability to be in the office 4 days per week.

Preferred

• Knowledge of Okta, Google Suite, Audio, Video.

Education/experience/certifications

• Bachelor's degree in computer science, Information Technology or related field.
• Minimum of 3 years of experience providing support in a professional IT environment.

• Experience with Office 365, Active Directory (AD) and Windows 11 MacOS
• Experience setting up IT Equipment for new employees, including shipping and receiving.
• Minimum of 3 years’ experience working in a heavily SaaS based environment with responsibility managing user/role-based access to systems. 
• At least 2 years supporting video conferencing systems preferable.
• Strong ability to prioritize multiple tasks to ensure support for your customers and team.

BASE SALARY: $32.19 - $48.28 hourly

SALARY DETAILS:

Pay will be based on multiple factors, including, and not limited to location, relevant experience/level and skillset while balancing internal equity. Our discretionary bonus program is in addition to the base compensation range listed above. Cercano is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

TOTAL REWARDS:

Cercano offers a comprehensive benefits package including medical, dental and vision insurance, Health Savings Account with generous annual employer contribution, Flexible Spending Accounts for health and dependent care, unlimited paid time off, paid holidays, paid parental leave, opportunity to participate in a 401(k) plan with a generous employer match of 50% of your own contributions up to the standard annual IRS limit, company paid life insurance, and a Health and Wellness Benefit. Employees are also eligible for reimbursement for approved professional development activities.

Cercano is an equal opportunity employer. Every qualified applicant will be considered for employment. We do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, marital status, sex, disability, political ideology, or veteran status, or other protected class.