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.