General Information

Location: Puyallup, WA, Remote

Organization: WCG IRB

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY:  Assist with providing front-line level 3 support services.  Also responsible for 
responding to, documenting, and resolving help requests in a timely and efficient manner in accordance 
with established processes and SLA’s. Assist with developing fixes and deployments of internal 
developed software products. 


To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.


 Associate's degree (A. A.) or equivalent from two-year college or technical school and one year 
troubleshooting experience; or three to five years related experience and/or training; or 
equivalent combination of education and experience. 


  • Read and interpret documents such as safety rules, operating and 
    maintenance instructions.
  • Write routine reports and correspondence.  
  • Speak effectively before groups of customers or employees of organization. 
  • Calculate figures and amounts.
  • Apply concepts of basic algebra and geometry. 
  • Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  
  • Deal with problems involving several concrete variables in standardized situations. 

ESSENTIAL DUTIES/RESPONSIBILITIES:  To perform this job successfully, an individual must be 
able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are 
representative of the knowledge, skills, and/or ability required.

  •  Own and drive to completion help requests in ticketing system as per established processes and SLA’s. 
  • Document the resolution of tickets and contribute to the content of the knowledgebase. 
  • Monitor ticket systems for incoming requests and work according to priority and severity. 
  • Create documentation required to implement client system changes utilizing established change control processes. 
  • Provide support to the software development teams as required to assist with resolution of escalated tickets. 
  • Troubleshoot existing and arising IRB application problems. 
  • Work with the escalation team to report and evaluate customer problems. 
  • Troubleshoot with company personnel on software product issues to minimize interruption of work operation. 
  • Troubleshoot software application issues and create necessary fixes which might entail code changes. 
  • Develop software fixes in accordance to established procedures and SDLC process. 
  • Prepare and document build of software products and participate in the change control process. 
  • Own deployments of IRB software products into QA and Production environments. 
  • Explain problems and/or solutions to end user in laymen’s terms.   
  • Provide hardware and software recommendations to manager. 
  • Must maintain confidentiality in all matters and handle all matters discretely. 
  • Other duties as assigned by supervisor.  These may on occasion, be unrelated to the position described here. 
  • Attendance and punctuality are essential functions of the position. 

 0% - 5% 
 5% - 10% 
 10% - 20% 
 20% - 50% 

PHYSICAL  DEMANDS: The physical demands described here are representative of those that must be 
met  by  an  employee  to  successful y  perform  the  essential  functions  of  this  job.  Reasonable 
accommodations may be made to individuals with disabilities to perform the essential functions.  While 
performing the duties of this job, the employee is required to perform sedentary work  which  includes 
sitting  for  long  periods  of  time  and  occasional y  required  to  lift  25lbs  (11.3  kg).  Further guidance on 
physical activities, requirements, visual acuity, and working conditions is available in HCM.