WithinReach builds pathways to make it easier for Washington families to navigate complex health and social service systems and connect with the resources they need to be healthy and safe. We strive to create healthy, equitable, vibrant communities where all families have the opportunity to thrive. We believe that we can only do our jobs well by learning about the people we serve, and by seeking to reduce the barriers that create inequalities.

The IT Helpdesk Technician attends to the day-to-day activities of the help desk. They maintain timely delivery of end-user support, maintenance, and scheduling of new installations of hardware and software. They monitor solutions to ensure optimum user-system performance and implement necessary procedures to track technical problems and user difficulties.

This position will work in conjunction with the IT Helpdesk Team to maintain all aspects of WithinReach information systems. This position requires work during regular business hours, as well as some availability outside normal hours for emergencies and tasks best performed on-site.

Responsibilities and Duties

 User, Administrative, and Systems Support

• Respond in a timely and positive manner to staff requests for help
• Provide excellent customer service
• Investigate user problems, determine possible solutions, and test and implement solutions
• Assist with installation, configuration and maintenance of personal computers, laptops, and other hardware in a local area network and in a remote environment
• Support users with the cloud based telephone system, including account access and day to day usage
• Provide emergency support on-site at the WithinReach office or by phone during normal business hours, and outside normal business hours to the extent possible
• Provide training for end-users on best-practices and efficient use of systems and equipment
• Maintain confidentiality as appropriate for a secure IT system
• Assist with software and application installation and upgrades
• Assist end users in complying with policies and procedures
• Assist in documenting organization systems and operations and daily work product
• Assist in maintaining end-user and IT knowledge base documents

Technology Management

• Identify problems & evaluate trends to help anticipate requirements. Assist in researching potential strategies & solutions
• Assist in maintaining organization's effectiveness and efficiency by helping to define, deliver, implement and support strategic plans and new technologies
• Preserve assets by supporting disaster recovery, data back-up procedures and information security and control structures
• Maintain quality service by enforcing organization standards
• Assist in tracking IT inventory

• 2 or more years related experience working in IT helpdesk, desktop support, or related technology field supporting Microsoft platforms
• Interest in working for a non-profit organization
• Excellent judgment, decision-making, and problem analysis and problem solving skills, with a high level of attention to detail, accuracy and confidentiality
• Excellent interpersonal, oral, and written communication skills
• Ability to train non-technical users in applications and procedures
• Proven success supporting Windows operating systems and productivity software, particularly MS Office Suite
• Proven ability to take initiative and to work independently and as part of a team
• A fast-paced and complex technical environment within a mid-sized organization
• Troubleshooting network connections, PCs, other network devices and peripherals
• Zendesk ticket support
• Windows Server operating systems, Exchange, Active Directory
• Mobile devices, remote access technologies, cloud computing solutions and virtual machines, network utilities, telephony and VOIP
• Office 365/Microsoft 365 platform
• Virtual meeting and video technologies, MS Teams and Zoom

Salary & Benefits: $28/hour. Full-Time, 40 hours/week. Non-Exempt. May include weekends. Excellent benefits include fully paid medical coverage, vision and dental for employees and generous coverage for spouses, partners and dependents. Paid time off and monthly stipend for internet provided.

Proof of COVID-19 vaccination is required prior to employment. As a public health non-profit that receives funding from several state agencies, all employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine.

Work Location: This is a hybrid role that will require onsite work. The office is located at 155 NE 100th Street, Suite 500, Seattle, WA 98125.

WithinReach supports inclusion and diversity in all its forms. We strive to create a safe and open atmosphere. We commit to listening to, representing and embracing diverse perspectives and experiences in all we do.

WithinReach is an Equal Opportunity Employer. We seek to provide equal opportunity for all persons without regard to race, age, religion, gender, gender expression, marital status, sexual orientation, military status, national origin, or any other characteristic protected under the law. People of color and members of the LGBTQ community are strongly encouraged to apply. We are dedicated to cultivating a diverse workforce that serves and reflects our community.

All your information will be kept confidential according to EEO guidelines.