Technical Support Specialist

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 looking for a proactive and technically capable Technical Support Specialist to join our onsite IT team in Bellevue. This is a full-time, hands-on role where you’ll be the go-to person for end-user support, troubleshooting, device provisioning, and resolving day-to-day IT issues.

The ideal candidate has a strong customer-service mindset, takes initiative in resolving technical problems independently, and can thrive in a fast-paced, professional environment. You’ll primarily handle tickets and support requests but will also assist in managing our local IT infrastructure, conference room systems, user onboarding/offboarding, and training.
This position requires being in the office 4-5 days per week.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for technical support issues via ticketing system, email, phone, and walk-ups.
• Diagnose and resolve hardware and software issues across Windows and macOS systems.
• Support end-users on Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, etc.) and Azure Active Directory.
• Provide setup, configuration, and maintenance of laptops, desktops, smartphones (iOS/Android), printers, and peripherals.
• Manage user onboarding and offboarding including account provisioning, device deployment, and orientation.
• Support and maintain conference room AV and video conferencing equipment (Teams Rooms, Zoom, etc.).
• Troubleshoot network connectivity issues (Wi-Fi, VPN, DNS, DHCP) and escalate complex problems when needed.
• Create and maintain technical documentation, user guides, and knowledge base articles.
• Maintain and track IT inventory, hardware lifecycle, and license renewals.
• Provide basic training and guidance to users on new technologies, tools, and company policies.
• Assist with patch management, system updates, and endpoint security measures.
• Coordinate with vendors for hardware repair, software licensing, and procurement.
• Participate in continuous improvement initiatives and suggest enhancements to support workflows.
• Support SaaS platforms, assist with access control and account management for various business applications.
• Assist in basic systems administration tasks (e.g., user/group changes in Azure AD, shared mailbox setup).
• Provide on-call or after-hours support for critical issues as needed.
• 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:

Technical Skills & Experience:

• 3 years of IT support or help desk experience in a professional business environment.
• Solid knowledge of Windows 10/11, macOS, iOS, and Android platforms.
• Strong hands-on experience with Microsoft 365 administration and Azure Active Directory.
• Familiarity with endpoint management tools (e.g., Intune, JAMF, or similar).
• Working knowledge of basic networking concepts (TCP/IP, DHCP, DNS, VPN).
• Certifications such as CompTIA A , Microsoft 365 Certified: Modern Desktop Administrator, or equivalent.
• Experience supporting conferencing technologies (Teams, Zoom, conference room setups).
• Comfortable managing SaaS tools and administering user access across multiple platforms.

Soft Skills:

• Excellent interpersonal and communication skills with a strong customer-first attitude.
• Self-motivated with the ability to work independently and resolve most issues without escalation.
• Highly organized and detail-oriented; able to manage multiple priorities under tight deadlines.
• Analytical thinking and troubleshooting ability with strong documentation habits.
• Strong sense of ownership and accountability — you see tickets through to resolution.

Preferred:

• Experience with identity providers like Okta, Microsoft Azure, Google Workspace, or similar.
• Experience working in regulated environments (e.g., finance, healthcare) is a plus.
• Scripting or automation experience (PowerShell, Bash) is a bonus.

Education/experience/certifications

• Associate degree in Information Technology, Computer Science, or related field required.
• Bachelor's degree preferred but not required with sufficient experience and certifications.
• 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, vacation and sick time off, paid holidays, paid parental leave, and the 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. 

Salary : $32 - $48