IT Support Specialist I

**Why Vacasa**

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we're the largest full-service vacation rental company in North America thanks to the people who give us their best every day. You'll fit right in here if you're curious, entrepreneurial, and thrive in a rapid-growth environment.

**Why IT Support at Vacasa**

We support the tools that allow other departments to succeed. We're constantly experimenting and fine-tuning our products. We value stability, security, and scalability.

**What we're looking for**

Vacasa is looking for a talented individual to join the IT team as an IT Support Specialist in Santiago. Our success as a service company is dependent on excellent support agents who are able to assist the team with timely service delivery and excellent technical support. This role works in partnership with various technical service and functional business areas to drive toward technology service improvements, provide technical support and partner with teams of all areas responsible for IT service delivery.

**What you'll do**
- Respond, troubleshoot, and resolve tech support tickets in a round-robin ticketing system.
- Respond to team and sometimes employee requests via Slack
- Utilize Knowledge Base for Solutions, Workarounds, and Training
- Provision hardware for new hires, including macOS and Windows computers.
- Diagnose and resolve hardware/software problems with both macOS and Windows devices.
- Ensures timely completion, follow-up, and documentation of all support requests based on established team baselines and SLAs.
- Work with or escalate issues to other IT team members as appropriate for resolution.
- Support hardware peripherals such as printers and copiers by resolving issues or escalating to vendors when appropriate.
- Provide iOS, macOS, and Windows device support.
- Some local travel may be required to small office locations to provide printer, network, and/or hardware support.
- Supply technical support for special events hosted by Vacasa.
- Put the Customer Experience FIRST
- Other duties, as assigned.

**Skills you'll need**
- Reliable internet connection.
- Reliable transportation.
- 1+ years of IT support experience in a Help Desk or Service Desk environment
- Bachelor's Degree in Information Technology or related field or various IT certifications related to IT Support: eg. CompTIA A+, CompTIA Network+, MTA, PMP, etc.
- Customer service experience in an IT environment.
- Excellent written and verbal communication skills with a strong customer focus
- Software/platform troubleshooting and problem solving experience
- Strong analytical skills with the ability to support concepts and theories for various projects
- Excels in a collaborative, team environment
- Experience in troubleshooting macOS and Windows hardware/software related issues
- Familiarity with network and systems is a plus
- Empathetic to the needs of our employees
- Attention to detail

**What you'll get**
- Career advancement opportunities
- Employee discounts
- All the equipment you'll need to be successful
- Great colleagues and culture
- Hybrid work
- Extended Health Benefits
- 10 extra vacation days
- APV (paid by company)
- Courses and certifications
- Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited._
- An offer of employment for this role will be contingent upon the successful completion of a background check and/or OFAC screening._