Help Desk Technician - Military Veterans

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Job Summary rnEffective December 1, 2021, the **MEMBERS ONLY**SIGN UP NOW***. has instituted a COVID-19 Vaccination Requirement Policy that requires all regular, part-time, and temporary employees be fully vaccinated against COVID-19 for the health and safety of its workplace and community. u00a0Newly hired employees must provide proof to KCHA Human Resources after an offer of employment has been made and before their first day of employment that they are fully vaccinated. Individuals with a qualifying medical or religious reason may submit a request for exemption and reasonable accommodation. Reasonable accommodations will be made for qualifying individuals if the accommodations do not present an undue hardship.u00a0Please note this position is open until filled; however, to ensure consideration applications should be received by March 10, 2022 at 4:30 p.m.u00a0**MEMBERS ONLY**SIGN UP NOW***. (KCHA), an independent municipal organization is a high performing nationally recognized leader in affordable housing. u00a0KCHA is a national leader in providing innovative and effective housing solutions so that people and communities can prosper. u00a0Our vision is that all residents of King County have quality affordable housing. u00a0KCHA is the largest housing provider in the county, and annually, the agency serves over 55,000 low-income individuals.u00a0We 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. u00a0The 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. u00a0Responsibilities also include: u00a0developing 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.rn Essential Functions rnu00a0rnrnServes as the first point of contact for issues and requests via telephone, email, and walk-ins. u00a0Documents all issues in the Help Desk ticket tracking software. u00a0Completes Help Desk tickets by assisting users in resolving their issues, or escalating to the corresponding IT staff. u00a0Creates and distributes written and video how-to guides for common tasks.rnProvides support for desktop computers and peripherals. u00a0Identifies and troubleshoots error messages, clears printer jams and replaces toner cartridges.rnProvides guidance and assistance for the use of the office suite applications. u00a0Assists and trains users on email security related issues/requests including phishing email reports. u00a0Identifies users' common need trends and develops appropriate how-to guides. u00a0Researches issues as needed to resolve problems or escalates tickets to other staff as necessary. u00a0Develops and presents new user technical training class for new employees during the onboarding process. u00a0The class covers VoIP, security, email, network logon, virtual client, email signature, digital signature, help desk contact procedures and printer installation.rnMaintains seating chart of current employees at Central Campus by collaborating with Desktop Support Technicians and management.rnManages and maintains loaner equipment including laptops, tablets, projectors, MiFis and presentation clickers. u00a0Monitors and updates the calendar of all checked-out equipment. u00a0Updates software on all loaner equipment.rnCreates and provides software and hardware requisitions for end-users.rnProvides general support for all other agency standard software, including operating systems and non-Microsoft applications. u00a0Assists Desktop Support with installing new applications, critical updates and imaging new computers. u00a0Assists users with their initial logon and applications, as well transferring profiles and settings between computers.rnrnu00a0rn Qualifications and Competencies rnRequired Qualifications:rnrnHigh School Diploma or GEDu00a0ANDnrnA minimum of one year of experience in help desk support, computer operation, maintenance or programmingu00a0ORnrnAn equivalent combination of experience and education that provides the necessary knowledge, skills, and abilities to perform the essential functions of this positionrnrnRequired Knowledge, Skills and Abilities:rnrnUnderstands technical aspects of the job and continuously stays up-to-date on the technical or procedural aspects of the job including knowledge of:rnrnMicrosoft Windows Operating Systems, through the current version of Windows 10;rnMicrosoft Office Professional applications including Word, Excel, Outlook, Skype for Business, PowerPoint, InfoPath, Access, Project and Visio;rnVirus and spyware protection tools such as McAfee VirusScan Enterprise;rnHelp Desk ticketing, tracking, and inventory system such as TrackIt.rnrnrnStrong interpersonal skills, including the ability to work collaboratively; remains professional, calm and tactful in stressful situations.rnExperience and commitment to providing exceptional customer service to a diverse population of; ability tou00a0work effectively under pressure in a fast-paced environment.rnStrong 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.rnrnAbility to prepare clear, concise and accurate documentation, user guides, reports of work performed, and other written materials.rnrnrnAbility to troubleshoot basic hardware and software issues with computers, printers, and other peripherals, and perform minor repairs or fixes over the phone and remotely.rnAbility 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.rnValues organizational diversity; treats other with respect; promotes cooperation; works effectively and positively with individuals of diverse cultural and socioeconomic backgrounds and educationally diverse populations.rnAdapts 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.rnrnSpecial Requirements:rnrnMust be fully vaccinated for COVID-19 by the first day of employment or have an approved medical or religious exemption and reasonable accommodation. Reasonable accommodations will be made for qualifying individuals if the accommodations do not present an undue hardship.rnConsent to and pass required assessments.rnConsent to and pass a driver's and criminal records background check.rnrnu00a0rn Position Information and Application Process rnApplication Requirements:To be considered for this opportunity, you must:rnrnComplete the online application profile in its entirety.rnUpload a cover letter that addresses how your experience and education qualifies you to perform the essential functions listed in the job announcement.u00a0(Cover Letter)nrnUpload a detailed ru00e9sumu00e9 of all educational and professional experience.u00a0(Ru00e9sumu00e9)u00a0nrnrnSalary & Benefits:The starting salary range of this position isu00a0$26.83 - $32.87u00a0 per hour. u00a0A 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.u00a0Physical 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. u00a0Work 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. u00a0Uses standard and specialized office equipment including personal computers, telephone, and related equipment.Equal Opportunity:**MEMBERS ONLY**SIGN UP NOW***. 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. u00a0 u00a0 u00a0u00a0u00a0u00a0

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