Help Desk Technician

Downtown Emergency Service Center • Seattle, WA

6d

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 technology benefits employees across DESC. The role provides remote and in-person support, including on-site support at DESC locations across King County, and collaborates with the IT department on technology projects. The position participates in a scheduled after-hours on-call rotation. It is full-time, with a day shift from 8:00 a.m. to 4:30 p.m. and regular days off on Saturday and Sunday. The position is represented by SEIU Healthcare 1199NW.

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 or 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 issues when necessary.
• 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 to DESC personnel 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.

Benefits

• Dental insurance.
• Life insurance.
• Long-term disability insurance.
• Medical insurance with no premiums or payroll deductions for employee coverage.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA).
• ORCA card subsidy.
• Paid Time Off (34 days per year).
• Retirement plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed