Help Desk Coordinator II

LIFELONG HEALTH FOR ALL•Seattle, WA

9d•$24 - $34•Onsite

About The Position

Lifelong is a community health organization on a mission to make health and food accessible. We remove barriers to health with relentless compassion so that no one faces illness and injustice alone. We lead with heart. Our respect for people drives our mission. For 40 years, Lifelong has fought health inequities so that everyone has the opportunity to thrive. Our comprehensive services include food and nutrition, healthcare navigation, aging and disability support, and connection to housing and other vital resources. Position Overview: The Help Desk Coordinator II plays a pivotal role as the first point of contact for IT support, ensuring users receive exceptional service while maintaining accurate and detailed documentation for efficient issue resolution. This role involves triaging incoming support requests, creating and managing tickets, and overseeing their progress to ensure proper tracking and timely resolution. The Help Desk Coordinator II provides prompt and professional assistance to address basic user inquiries and technical challenges, fostering a positive user experience. Additionally, this position manages IT inventory by tracking assets and supports SLA monitoring and reporting to maintain compliance with service standards. By streamlining IT operations and providing administrative support, the Help Desk Coordinator II is instrumental in enhancing overall operational efficiency and user satisfaction. This regular, full-time, non-exempt, non-union position is 100% on-site in Georgetown, with travel required between sites in Seattle, Everett, and Bellingham.

Requirements

Minimum of 1 year of customer service or service desk experience in a technical environment.
High school diploma or equivalent required.
Familiarity with ticketing systems (e.g., JIRA) and IT inventory management tools.
Basic understanding of Windows OS, Office 365, and Droid/iOS mobile devices.
Customer Focus: Demonstrates exceptional user empathy and a commitment to delivering outstanding customer service.
Communication Skills: Possesses strong verbal and written communication abilities to effectively interact with users and colleagues.
Technical Proficiency: Familiarity with ticket workflow and queue management systems (Jira preferred), basic Windows desktop OS, Office 365, and Droid/iOS mobile devices.
Problem-solving: Exhibits good judgment and the ability to troubleshoot and resolve issues efficiently, including First-call Resolution (FCR) tasks.
Adaptability: Thrives in a dynamic environment with evolving priorities and works independently while maintaining a collaborative team approach.
Mission-Driven: Shows a passion for contributing to a socially conscious, mission-driven organization.

Nice To Haves

2+ years of experience in IT support or progressively responsible roles, demonstrating knowledge of ticket management and workflow optimization.
Certifications preferred, such as CompTIA A+, ITIL Foundation, or related credentials in IT support.

Responsibilities

Act as the first point of contact for IT support, responding promptly to phone calls, emails, and tickets.
Triage incoming support requests, create accurate and detailed tickets, and assign them to the appropriate team member or technician.
Provide tier 1 technical support, such as password resets, account unlocks, and troubleshooting for common issues (e.g., printers, Wi-Fi, and Office 365).
Resolve First-Call Resolution (FCR) issues to minimize user downtime.
Monitor ticket status and ensure timely resolution, adhering to SLA requirements and escalating issues as needed.
Track and manage IT inventory, including hardware and software assets.
Monitor IT System Alerts and take action to resolve or create escalation tickets for appropriate system owner.
Generate SLA and ticket status reports to maintain transparency and support operational decision-making.
Maintain detailed and accurate documentation of IT processes, ticket resolutions, and asset information.
Develop and update knowledge base articles to enable self-service support and streamline operations.
Work with IT Manager and other staff to develop and maintain IT documentation.
Work with the IT Manager to identify opportunities for improving helpdesk workflows and operational efficiency.
Participate in IT projects, providing administrative support and ensuring alignment with organizational goals.
Other Duties as assigned.

Benefits

Comprehensive medical, dental, and vision benefits
Generous vacation (3 weeks your first year), sick leave, and 2 personal days a year
401(k) match
Flexible spending accounts
Life insurance options
Long term disability
Mass transit subsidy
15 paid holidays per year

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