Help Desk Technician

DESC•Seattle, WA

6d•$39 - $43

About The Position

DESC Help Desk Technicians are the front line of the organization’s technical support department. They triage and troubleshoot technical support incidents and user change requests, helping ensure deployed technologies benefit DESC employees in every department. The role provides remote and in-person support to personnel and on-site support at DESC locations across King County. It also includes configuring and deploying devices, managing hardware inventory, handling account changes, maintaining internal support documentation, participating in a scheduled after-hours on-call rotation, and collaborating with the larger IT department on technology projects. DESC is a social services organization, supportive housing operator, and licensed behavioral health treatment provider focused on people experiencing long-term homelessness and living with complex behavioral health and other medical conditions. The position is represented by SEIU Healthcare 1199NW. The regular schedule is 8:00 a.m.–4:30 p.m., with Saturday and Sunday off.

Requirements

Interest in and knowledge of technology.
Positive attitude, desire to help others, and willingness to learn.
Ability to work with a team to solve issues.
Ability to self-prioritize simultaneous tasks.
Ability to work effectively around clients displaying a wide range of unpleasant and/or bizarre behaviors.
Experience troubleshooting issues in Windows.
Ability to lift boxes and equipment up to 20 pounds.

Nice To Haves

One to two years of previous experience working in a computer support role.
Experience with O365, including Active Directory and Exchange.
Experience with iOS and Android operating systems.
Experience with ticketing/issue-tracking systems.
Enthusiasm for IT as a career.
Ability to clearly communicate technical topics to a non-technical audience.
Ability to work independently with minimal supervision.
Ability to ask for help and/or escalate necessary issues.
Attention to detail and written processes.
Ability to translate technical processes into clear documentation.
Entry-level IT certification, such as CompTIA “+” exams.

Responsibilities

Provide remote and in-person technical support for DESC personnel, including support for workstations, security/access systems, desk and cell phones, and printers.
Provide on-site support at DESC locations across King County.
Triage and troubleshoot incoming IT incidents and change requests.
Configure and deploy cell phones, laptops, and thin clients.
Manage IT hardware inventory across the organization.
Handle account additions, moves, and changes in Active Directory and MS Exchange.
Create and maintain internal documentation and user support guides.
Participate in a scheduled after-hours on-call rotation.
Collaborate with the larger IT department on technology projects.