Helpdesk Specialist (Local Travel Required)

About the role

The Helpdesk Specialist serves as the first point of contact for technical support across multiple organizational locations. This position provides Tier 1 IT support for end users, including troubleshooting hardware, software, network connectivity, Microsoft 365 applications, printers, telecommunications equipment, and healthcare technology systems. The Helpdesk Specialist is responsible for resolving technical issues, managing support tickets, maintaining technology assets, and providing exceptional customer service to staff throughout the organization.

Responsibilities

• Provide Tier 1 technical support through the ticketing system, phone, Microsoft Teams, email, and in-person support.
• Troubleshoot and resolve hardware, software, printer, telecommunications, network connectivity, and application-related issues.
• Escalate complex issues to appropriate IT staff while maintaining ownership and communication with the end user.
• Perform daily rounds and site visits as needed to support users and technology at organizational locations.
• Support Microsoft 365 applications and services. Provide support for electronic health record (EHR) systems and healthcare applications.
• Build positive working relationships with staff while delivering outstanding customer service.
• Demonstrate safe work practices and proper handling of equipment.
• Document technical issues, troubleshooting steps, solutions, and procedures accurately within the helpdesk system.
• Install, configure, deploy, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and peripherals.
• Aid with workstation setups, employee onboarding, technology deployments, equipment replacements, and office moves.
• Support emergency response and after-hours technical issues when necessary.

Requirements

This position requires a local candidate who can regularly work onsite and travel between NARA locations (primarily Eastside but other locations may be requested) during the workday. While a hybrid work arrangement will be available after successful completion of training, onsite presence is an essential function of the role. Travel between sites is expected, and approved mileage is reimbursed in accordance with organizational policy.

Qualifications

• Maintain a valid driver's license and reliable transportation.
• Experience with Microsoft 365, Windows operating systems, and common IT tools and software.
• Strong problem-solving skills and ability to work independently and as part of a team.
• Excellent verbal and written communication skills.
• Ability to handle sensitive and confidential information with discretion.
• Proficiency in English.

Skills

• Technical proficiency with Microsoft 365, Windows operating systems, and common IT tools and software.
• Strong problem-solving and troubleshooting skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.

Benefits

NARA NW offers a comprehensive benefits package that includes:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible spending accounts
• Retirement savings plan

Pay

$28.00 – $32.00 per hour, Non-Exempt, Hourly

Schedule

This is a full-time hybrid position (after a probationary period; training takes place fully onsite), Mon-Fri, 8:00am-4:30pm (with schedule flexibility); after hours and/or overtime are expected.