Help Desk Technician

This is an entry-level role focused on providing guidance and first level technology solutions support to our users by assisting in problem resolution and proactive resource development. The technician acts as the key point of contact for remote users for all technical problems and inquiries.

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Essential Functions:

• Respond to user requests for information and assist in problem resolution and/or escalation.
• Deploy new/used desktops, laptops and tablets following internal deployment guides.
• Perform new laptop staging and imaging for new user setup.
• Procurement of IT hardware and software through outside vendors.
• Assist with management of IT inventory.
• Assist with installation and management of: computers, firewalls, databases, routers, switches, printers, scanners, etc.
• Assist in the development and maintenance of technical documentation and reports.
• Administer and maintain end user accounts, permissions and access rights.
• Experience working in, supporting, and troubleshooting Windows Office 365, Azure AD & Active Directory.
• Use internal ticket management solution to document and record all support inquiries.
• Assist with application or system rollouts as directed by senior project leads.
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed.
• Strive to learn the job functions of the position’s immediate superior as well as peer-level positions with whom the individual interacts.

Supervisory Responsibility:

None

Additional Responsibilities:

• Attends regular meetings within the Information Technology department.
• Provides information to the public via phone and email.
• Complies with departmental and WSRB policies and procedures.
• Other projects and duties as assigned.

Knowledge, Skills, Education and Experience: 

• High school diploma / GED required.
• AA degree or some technical training desired.
• 1-2 years of IT support in an enterprise environment preferred.
• Experience working in a remote and distributed IT environment is a plus.
• Excellent communication skills both written and oral.
• Experience configuring, supporting and troubleshooting Windows Servers 2012 /2016 / 2019 operating systems, Office 365, Azure AD & Active Directory.
• Knowledge of installation, upgrades and troubleshooting current Microsoft desktop.
• Experience in area networking, communications and with hardware and software or relevant systems experience or related field experience preferred.
• Proficiency in creating documentation and procedures.
• Ability to lift heavy packages (up to 50 pounds).

Internal / External Contacts:

Daily contact with internal department personnel at WSRB, and all levels of management at WSRB. Occasional contact with vendors.

Working Environment: 

• Home office work most of the time
• Occasional office work in Tukwila
• Travel for in-person team building and All-Team meetings up to eight times per year
• Expect to drive to a jobsite at least once every other week
• Ability to use computer mouse and keyboard
• Ability to sit for long periods of time
• Repetitive use of hands required
• Embrace and behave in alignment with our Core Values

Pay Range:   

$47,237.00 - $75,579.00 per year

Job Type:

Full-time (8 hour shift, Monday to Friday)

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
  
  

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