Facility Location: Port Angeles, WA (not a remote position)
Reports to: Information Technology Director
Pay Range: $25 to $38 per hour (DOE/DOQ)
Workdays and Shift: M-F 8-5
Benefits:
- Medical, Dental & Vision Insurance
- Vacation, Sick Leave, Float Days & Paid Holidays
- 403(b) Retirement Plan
- Life Insurance
- Long Term Disability
- Wellness Program
- Employee Assistant Program
- LifeFlight Membership
- Education Allowance
JOB PURPOSE: Provide technical support to non-technical staff and lead the daily operations of the Help Desk Technician team.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Oversee day-to-day Help Desk operations and serve as the first point of contact for escalations.
- Provide leadership and guidance to Help Desk Technicians, including mentoring, technical guidance, and support.
- Assist in scheduling, task assignment, and coordination of workload to ensure timely ticket resolution.
- Monitor ticket queues and ensure team adherence to service-level expectations.
- Assist in onboarding and training new Help Desk staff.
- Work closely with the System Administrators to identify trends, implement process improvements, and relay team feedback.
- Identify training needs among the team and coordinate with the System Administrators to address them.
- Help develop internal procedures and standards for Help Desk operations.
- Provide timely updates and coaching to Help Desk team members.
- Ensure consistent customer service standards are met by the team.
SECONDARY DUTIES AND RESPONSIBILITIES:
- Create or improve self-help documentation for staff.
- Create or improve documentation of internal Information Systems 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: High School Diploma or GED and working knowledge of relevant software, hardware, and other equipment
Experience: 2+ years' work experience with tech support and leading a team
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 10 and 11
- Microsoft 365 with Exchange Online (Word, Excel, Outlook, PowerPoint, Publisher)
- 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.