Reports to:  IT Director/Lead Help Desk Technician

Pay Range:  $20 to $28 per hour (DOE/DOQ)

Work Schedule:  40 hours/week, Monday to Friday

Benefits:

• 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

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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.

SECONDARY DUTIES AND RESPONSIBILITIES:

• Create or improve self-help documentation for staff.
• Create or improve documentation of Information Technology procedures.

PERFORMANCE EXPECTATIONS:

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

REQUIRED EDUCATION, LICENSE(S), CERTIFICATION, AND EXPERIENCE:

Education:  Minimum High School Diploma or GED

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)

NATURE AND SCOPE:

Physical Demands:

• Operate a computer and phone simultaneously.
• Requires moderate physical activity, including the ability to occasionally lift and carry items weighing between 25 and 50 pounds.
• Occasional standing and walking.
• Prolonged sitting at desk with computer.

Cognitive Skills:

• Learning skills
• Problem analysis
• Problem solving

Working Environment:

• May be exposed to infections and contagious diseases.
• May be exposed to patients exhibiting assaultive behaviors.
• Work in a clean, well-lit, and ventilated office.

Working Demands:

• Frequent pressure due to schedule demands.
• Contact with patients under a wide variety of circumstances
• Subject to varying and unpredictable situations

Principal Challenges:

• Providing excellent customer support to fellow employees.
• Identifying trends in technical support requests and recommending process improvements.

*Peninsula Behavioral Health does not discriminate because of a person's presence of any sensory, mental, or physical disability, race, creed, color, national origin, sex, sexual orientation, gender identity including transgender status, marital status, pregnancy, childbirth, and pregnancy-related conditions, age (40), honorably discharged veteran or military status, or use of a trained dog guide or service animal by a person with a disability, state employee or health care whistleblower status.