Help Desk Technician

Job description

Description
Days Off: Saturday, Sunday
Shift: Day (8am - 4:30pm)
Insurance Benefits: Dental, Life, Long-term Disability, Medical (no premiums/payroll deductions for employee coverage)
Other Benefits: Employee Assistance Program (EAP), Flexible Spending Account (FSA), ORCA card subsidy, Paid Time Off (34 days per year), Retirement Plan
Union Representation: This position is a part of a union and is represented by SEIU Healthcare 1199NW.
About DESC:
Recognized nationally as an innovator and leader in developing solutions to homelessness, DESC is a social services organization, supportive housing operator, and licensed behavioral health treatment provider focused on meeting the needs of people experiencing long-term homelessness and living with complex behavioral health and other medical conditions. Approximately 3,000 people are actively receiving services from DESC at any given point in time. Our vision is a community where all people are shown compassion, treated with dignity, and everyone has a safe, stable, and affordable place to call home.
DESC operates five shelter/emergency housing programs,19 permanent supportive housing facilities with over 1,750 units, several hundred additional scattered site apartments, and a range of behavioral health services including outpatient mental health and substance use disorder treatment, residential crisis stabilization, street outreach, mobile crisis response, and treatment for opioid use disorder.
JOB DEFINITION:
DESC Help Desk Technicians are the front line of our technical support department, responsible for triaging and troubleshooting technical support incidents and user change requests from across the organization. It is the Technician’s responsibility to help ensure our deployed technologies are a benefit to DESC employees in every department.
REGULAR RESPONSIBLITIES:
• Provide remote and in-person technical support for DESC personnel (including workstations, security/access systems, desk/cell phones, printers)
• Provide on-site support at DESC locations across King County.
• Triage and troubleshoot incoming IT incidents and change requests.
• Configure/deploy devices (cell phone, laptop, thin client).
• Manage IT hardware inventory across the organization.
• Handle account add/moves/changes in Active Directory and MS Exchange.
• Create and maintain internal documentation and user support guides.
• Participation in scheduled after hours on-call rotation.
• Collaborate with larger IT department on technology projects.

Requirements
MINIMUM QUALIFICATIONS:
• Interest in and knowledge of technology
• Positive attitude: desire to help others, 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 20lbs

PREFERRED QUALIFICATIONS:
• 1 –2 years’ 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
• Can clearly communicate technical topics to a non-technical audience
• Be able to work independently with minimal supervision
• Ability to ask for help and/or escalate necessary issues
• Attention to detail and written processes
• Able to translate technical processes into clear documentation
• Entry-level IT certification (e.g. CompTIA “+” exams)

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required sit for extended periods of time, communicate with other persons by talking and hearing, required to lift and carry items weighing up to 25 pounds and to operate computer hardware systems. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
EQUAL OPPORTUNITY EMPLOYER:
DESC is committed to diversity in the workplace and promotes equal employment opportunities for all staff members and applicants. The Agency will not discriminate against any employee or applicant for employment on the basis of race, creed, color, sex, gender, sexual orientation, age, national origin, caste, marital status, or the presence of any sensory, mental or physical disability in any employment practice, unless based on a bona fide occupational qualification. Minorities and veterans are encouraged to apply.