IT Help Desk Technician III - FT

Pioneer Human Services•Seattle, WA

9d•$61,431 - $76,780•Onsite

About The Position

If you are looking for employment with a purpose where you can help improve the daily lives of the members of your community, then consider a career with Pioneer Human Services! We are currently looking for a IT Help Desk Technician III with a passion for human services. This is an exciting opportunity to be involved with an organization focused on racial justice, second opportunities, diversity, equity and inclusion. WHO WE ARE - Our Mission We empower justice-involved individuals to overcome adversity and reach their full potential. For over 60 years, we have proudly serviced our clients with professionalism and empathy. We are a nationally recognized non-profit with 35+ locations across Washington state that provided a chance for change to over 9,500 individuals in 2024. WHAT WE OFFER At Pioneer, our employees are important. That’s why we offer a Total Rewards package that includes compensation and benefits to support employees' health, security, and balance. The IT Help Desk Technician III serves as a senior level support role within Pioneer Human Services’ Information Technology team and acts as the primary escalation point for the Service Desk. This position provides advanced technical support to end users and systems while supporting Senior Engineers with infrastructure operations in a hybrid on-premises and cloud environment. The position supports Senior Engineers with Infrastructure operations such as Microsoft 365/Exchange administration, Active Directory/Entra ID and Azure platform user operations in a hybrid environment. The role requires both remote and on-site support across multiple PHS regional locations and active participation in preventive maintenance, operational monitoring, incident triage and technology improvement projects. The IT Help Desk Technician III plays a critical role in maintaining a secure, compliant, and highly available IT environment. The position is located in the Seattle corporate operations center and is not remote.

Requirements

Associate degrees in Computer Science, Information Technology, or an equivalent combination of education and experience, CompTIA A+ certification.
Minimum 3 - 6 years of experience in technical support including senior level IT Help Desk responsibilities.
Working knowledge of:
Exchange Online and M365 admin centers
Azure concepts and cloud fundamentals
Strong troubleshooting across identity, SaaS, networking basics, and endpoint dependencies

Nice To Haves

A strong educational background in data security and compliance, including IT security protocols in the manufacturing and healthcare businesses [CMMC, HIPAA, ITAR]
Strong discipline in change management and project management principles

Responsibilities

Serves as the primary Tier III escalation point for Service Desk incidents and service requests.
Triages and manages complex technical issues and coordinates handoff to Senior Engineers as needed.
Provides leadership coverage in the absence of the IT Help Desk Supervisor
Documents all incidents, requests, and changes in the ticketing system (SysAid)
Manages all tier level tickets currently administered by Subject Matter Experts (SMEs)
Ensures timely resolution, communication, and escalation of incidents (internal and external)
Provides Tier I/II/III support for hardware, software, network, and security incidents: including advanced escalations and delegated Infrastructure support for all Pioneer users for both on premise systems and cloud technologies. Timely resolution protocols and escalation both internal and external.
Resolves user incidents and service requests via telephone, ticketing system, remote access control and desk side service
Supports both remote and on-site users across 30+ PHS locations.
Maintains strong customer service standards with clear, professional communication
Provides end-user guidance and training as needed.
Supports Senior Engineers with infrastructure-related tickets and troubleshoot the following systems and platforms:
Microsoft 365 and Exchange Online administration
Active Directory, Entra ID, and Azure user operations
Hybrid identity and access management
User Endpoint & Security Management: Microsoft Defender, Intune device enrollment, compliance policies and Entra ID identity management,
Printers, print servers, Multi-Function Device management, fax, both cloud services and on-premises hardware at all locations
Creates, updates, and manages user accounts, mailboxes, permissions, and access controls
Supports endpoint and security management tools including Microsoft Defender and Intune device enrollment, compliance policies
Provides advanced troubleshooting across identity, SaaS applications, networking fundamentals, and endpoint dependencies.
Configures, deploys, and maintains desktops, laptops, printers, scanners, phones and peripherals
Assigns, deploys and maintain all user hardware and software tools to maintain and improve business processes and workflows.
Manages full lifecycle inventory tracking, replacements, and asset accountability
Supports print services, multifunction devices, fax systems, and both cloud-based and on-premises hardware
Performs scheduled and bi-annual preventive maintenance activities including patching, hardware inspections, compliance validation, and performance reviews
Participates in operational monitoring to ensure system availability and reliability
Creates and maintain knowledge base articles, standard operating procedures, and end-user documentation for the help desk and IT.
Follows ITIL-based incident, request, and change management processes
Participates in projects related to security, compliance, infrastructure modernization, and system improvements.
Supports unified communications systems including VoIP, eFax and video conferencing platforms
Utilizes remote support tools such as Demeware, Remote, Desktop, or equivalent technologies
Assisting end user (training component). Responsible to support the engineering team. Need to have all the fundamentals, system engineers. Need to manage the tickets currently administered by the (SME). Triaging all level three tickets and support issues and handing off to the engineers.

Benefits

Eligible after 30 days of full-time employment (minimum of 30 hours/week):
Medical
Flexible spending
Dental
Vision
Additional coverage after 60 days:
Life
AD&D
Disability
Other benefits:
Dependent Daycare Flexible Spending
Tuition assistance (100% for bachelor's, 50% for graduate programs)
Retirement plan (3.5% annual compensation contribution, plus 3.5% match for 6% individual contribution)
Employee recognition programs
Public transportation discount
Employee assistance program (EAP)