IT Service Desk Technician

Job Summary

At Joya Child & Family Development you will be working alongside inspiring, passionate, and supportive team members. The ideal candidate will display and promote the shared values of Compassion, Hope, Inclusion, Learning and Dedication with fellow employees, community partners, children, and families.

The position of IT Service Desk Technician

provides technical assistance and maintains computer systems, networks, and software for Joya Child & Family Development. This role involves troubleshooting hardware/software issues, ensuring system efficiency, and acting as the first point of contact for user problem resolution

Duties and Responsibilities:

Daily monitoring of Joya’s systems for alerts and anomalies and collaborating with IT contractors when needed to determine criticality, cause, and potential solutions.

Daily monitoring of help desk tickets, take ownership, communicate progress, and track until acceptable resolutions are achieved.

Serving as the first point of contact for internal users seeking technical assistance and addressing their issues in a timely and professional manner.

Documenting issues in detail and recording comprehensive notes relating to troubleshooting steps and ultimate resolution.

Walking users through the steps they can take to fix software and hardware problems.

Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.

Verifying the integrity of backups on a predetermined schedule.

Participating in the development of standard operating procedures for the IT department.

Creates and maintains IT compliance with HIPAA, FERPA and other contractual obligations.

Participating in the administration of security, HIPAA, FERPA and other awareness campaigns and respectfully communicating the importance of security awareness to all members of the organization.

Document support requests and resolutions for audit purposes

Implement data backup protocols and cybersecurity measures

Ensure compliance with organizational and contractual IT policies and procedures

Review and monitor IT-related invoices and service contracts to ensure accuracy and cost reasonableness; identify opportunities for savings and negotiate vendor adjustments where applicable

Other duties as assigned

Supervisory Responsibility:

None

Required Skills & Abilities:

Maintain a high level of confidentiality

Strong problem-solving, communication, and customer service abilities

Proficient in the use of Windows Server, Windows 10 and Windows 11.

Experience with the administration of Microsoft 365 applications such as SharePoint and Exchange Server.

Maintain respectful and professional relationships with others.

Interact, communicate, and collaborate effectively and professionally with colleagues, clients, auditors, regulatory representatives, and consultants both verbally and in writing.

Ability to work independently and in teams

Education, Certifications and Position Requirements:

High school diploma (minimum); Associates degree with technical major (Computer Science, IT) preferred

Minimum of 1-year relevant experience as a computer/network technician

Certification in MCSA, MCSE, CCNA, Network+, A+ are a plus

Excellent technical and system expertise

Exceptional written and verbal communication skills

Valid driver's license and vehicle with proof of insurance.

T.B Test, proof of TDap Immunization, and Hepatitis B

vaccinations.

Washington State Department of Early Learning Criminal background

clearance.

DSHS Background Check clearance.