Lead Help Desk Technician

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.