Help Desk Technician

Job Summary

King County Housing Authority (KCHA), an independent municipal organization is a high performing nationally recognized leader in affordable housing. KCHA is a national leader in providing innovative and effective housing solutions so that people and communities can prosper. Our vision is that all residents of King County have quality affordable housing. KCHA is the largest housing provider in the county, and annually, the agency serves over 55,000 low-income individuals.

We transform lives through housing.

The Help Desk Technician is the first point of contact for all technology issues and requests throughout the Housing Authority including computers, printers, phones, software, applications, peripherals and network. The position handles first tier computer, printer, software, and peripheral issues, resolving problems over the telephone when possible with support concentrated on the general use of computers, printers, common peripherals, operating systems, and standard Agency applications. Responsibilities also include: developing and providing training and training material for New Hire Orientation, one-on-one and group training for users; triaging incoming tickets, phone calls and walk-ins to the corresponding departments and/or technicians; and escalating problems to appropriate IT staff using a Help Desk ticket tracking system.

Essential Functions

• Serves as the first point of contact for issues and requests via telephone, email, and walk-ins. Documents all issues in the Help Desk ticket tracking software. Completes Help Desk tickets by assisting users in resolving their issues, or escalating to the corresponding IT staff. Creates and distributes written and video how-to guides for common tasks.
• Provides support for desktop computers and peripherals. Identifies and troubleshoots error messages, clears printer jams and replaces toner cartridges.
• Provides guidance and assistance for the use of the office suite applications. Assists and trains users on email security related issues/requests including phishing email reports. Identifies users' common need trends and develops appropriate how-to guides. Researches issues as needed to resolve problems or escalates tickets to other staff as necessary. Develops and presents new user technical training class for new employees during the onboarding process. The class covers VoIP, security, email, network logon, virtual client, email signature, digital signature, help desk contact procedures and printer installation.
• Maintains seating chart of current employees at Central Campus by collaborating with Desktop Support Technicians and management.
• Manages and maintains loaner equipment including laptops, tablets, projectors, MiFis and presentation clickers. Monitors and updates the calendar of all checked-out equipment. Updates software on all loaner equipment.
• Creates and provides software and hardware requisitions for end-users.
• Provides general support for all other agency standard software, including operating systems and non-Microsoft applications. Assists Desktop Support with installing new applications, critical updates and imaging new computers. Assists users with their initial logon and applications, as well transferring profiles and settings between computers.

Qualifications and Competencies

Required Qualifications:

• High School Diploma or GED AND
• A minimum of one year of experience in help desk support, computer operation, maintenance or programming OR
• An equivalent combination of experience and education that provides the necessary knowledge, skills, and abilities to perform the essential functions of this position

Required Knowledge, Skills and Abilities:

• Understands technical aspects of the job and continuously stays up-to-date on the technical or procedural aspects of the job including knowledge of:
  • Microsoft Windows Operating Systems, through the current version of Windows 10;
  • Microsoft Office Professional applications including Word, Excel, Outlook, Skype for Business, PowerPoint, InfoPath, Access, Project and Visio;
  • Virus and spyware protection tools such as McAfee VirusScan Enterprise;
  • Help Desk ticketing, tracking, and inventory system such as TrackIt.
• Strong interpersonal skills, including the ability to work collaboratively; remains professional, calm and tactful in stressful situations.
• Experience and commitment to providing exceptional customer service to a diverse population of; ability to work effectively under pressure in a fast-paced environment.
• Strong written and verbal communication skills with the ability to clearly and effectively communicate with individuals and groups; ability to present and explain complex information regarding policies and procedures.
  • Ability to prepare clear, concise and accurate documentation, user guides, reports of work performed, and other written materials.
• Ability to troubleshoot basic hardware and software issues with computers, printers, and other peripherals, and perform minor repairs or fixes over the phone and remotely.
• Ability to read, interpret and apply detailed and technical manuals and verbal/visual instructions, as well as understand documented procedures, flow charts, operating systems, and computer operations concepts.
• Values organizational diversity; treats other with respect; promotes cooperation; works effectively and positively with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations.
• Adapts to changing business needs, conditions, and work responsibilities; responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Special Requirements:

• Consent to and pass required assessments.
• Consent to and pass a driver's and criminal records background check.

Position Information and Application Process

Application Requirements:
To be considered for this opportunity, you must:

• Complete the online application profile in its entirety.
• Upload a cover letter that addresses how your experience and education qualifies you to perform the essential functions listed in the job announcement. (Cover Letter)
• Upload a detailed résumé of all educational and professional experience. (Résumé)

Salary & Benefits:
The starting salary range of this position is $25.15 – $28.92 per hour. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance, life and long-term disability insurance plans, vacation, sick and personal leave, reduced tuition, and retirement benefits are also available.

Physical Work Environment:
Incumbent(s) must be able to meet the physical requirements of the classification and have mobility, balance, coordination, vision, hearing and dexterity levels appropriate to the functions performed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in office environments. Work requires mobility and balance, lifting and carrying of computer equipment and peripherals up to 40 pounds, kneeling, crouching, crawling, bending and twisting when installing and troubleshooting computer equipment. Uses standard and specialized office equipment including personal computers, telephone, and related equipment.

Equal Opportunity:
King County Housing Authority is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.