Help Desk Technician

JOB PURPOSE: Provide responsive and effective technical support to Agency staff by diagnosing and resolving hardware, software, account, connectivity, and other technology-related issues. Assist users with technology needs while providing excellent customer service and escalating issues when appropriate., * Respond to requests for technical support in person, by phone and electronically.

• Diagnose and resolve or escalate technical issues.
• Follow standard help desk procedures.
• Log all help desk requests.
• Identify and escalate issues requiring urgent attention.
• Provide technical training as needed.
• Maintain familiarity with and handle client information in accordance with Federal Regulations (42 CFR, Part 2), the Revised Code of Washington (RCW 71.05.390 and RCW 71.24), and other applicable laws pertaining to confidentiality of client and staff information.
• Maintain physical security of confidential materials and assigned Agency property., * Create or improve self-help documentation for staff.
• Create or improve documentation of Information Systems procedures.

PERFORMANCE EXPECTATIONS:

• Respond to help requests in a timely fashion.
• Assess urgencies and route Help Desk tickets to appropriate staff.

Education: High School Diploma or GED and working knowledge of relevant software, hardware, and other equipment

Experience: Working knowledge of relevant software, hardware, and other equipment.

Additional requirements:

• Must be able to pass a pre-employment drug test and background check
• Must be able to provide vaccination records for MMR, Hep B, Tdap and recent flu shot

KNOWLEDGE, SKILLS, AND ABILITIES:

Essential:

• Microsoft Windows 11
• Microsoft Office 365 (Word, Excel, Outlook, PowerPoint, Publisher)
• Strong independent problem-solving skills, including the ability to research, troubleshoot, and resolve issues with minimal guidance
• Oral and written communication skills
• Customer service orientation
• Adaptability
• Attention to detail

Preferred:

• Microsoft Windows Server
• Help Desk Ticketing Software (Zendesk)
• Remote Support Software (GoToAssist), * High school or equivalent (Required), * Help desk: 1 year (Required)

• Medical, Dental & Vision Insurance
• Vacation, Sick Leave, Float Days & Paid Holidays
• 403(b) Retirement Plan
• Life Insurance
• Long Term Disability
• Wellness and Employee Assistance Programs
• LifeFlight Membership
• Education Allowance, * 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance