Associate Help Desk Specialist

• Location 1300 EVERGREEN PARK DR SW, OLYMPIA, WA, , United States
• Base Pay $53,600.00 - $60,100.00 / Year
• Job Category IT
• Employee Type Full Time Non Exempt
• Required Degree High school
• Manage Others No

The Help Desk Specialist provides technical support to employees across hardware, software, identity, and access‑related technologies, ensuring reliable and secure IT service delivery. This role serves as a key point of contact for incoming IT support requests and is responsible for diagnosing and resolving issues of varying complexity, restoring service when possible, documenting incidents and resolutions, and coordinating escalation when advanced expertise or cross‑functional intervention is required.

While the role participates in request intake, it extends beyond basic troubleshooting through independent problem resolution, effective handoff management, and ownership of issues through completion. The Help Desk Specialist plays a critical role in the day‑to‑day operation of IT services, contributing to timely issue resolution, accurate documentation, knowledge sharing, and a consistently positive end‑user experience. The position requires sound technical judgment, strong customer service skills, and the ability to work effectively across teams to support operational stability and continuous improvement.

• Demonstrate a proactive mindset and commitment to continuous learning.
• Prioritize the end user experience while balancing operational, security, and policy requirements.
• Serve as a primary point of contact for employees seeking technical assistance via phone, email, ticketing system, and limited in‑person support.
• Provide on‑site and remote desktop support for employee workstations and end‑user technologies.
• Troubleshoot and resolve issues related:
  • Windows operating systems.
  • Microsoft 365 applications (Outlook, Teams, One Drive, Office).
  • User account access, password resets, and new user onboarding.
  • Printers, scanners, and standard peripherals.
  • Network and internet connectivity issues within a defined support scope.
• Install, configure, maintain, and replace end‑user hardware and software in accordance with established standards.
• Provide support for mobile devices using iOS and Android platforms.
• Accurately document, track, update, and manage incidents and service requests within the IT service management system.
• Follow established IT security policies, troubleshooting procedures, and best practices, escalating issues appropriately based on complexity, risk, or impact.
• Communicate clearly and consistently with end users regarding issue status, resolution steps, and expectations.
• Maintain and contribute to documentation related to common issues, troubleshooting steps, and support procedures.
• Participate in on‑call rotations, including evenings, weekends, and holidays as required.
• Maintain professionalism, punctuality, and adherence to departmental policies.
• Maintain a clean, organized, and professional work environment.
• Perform other related duties as assigned in support of IT operations.

• Perform routine troubleshooting and support tasks with structured guidance and oversight.
• Resolve common, well‑documented issues using established procedures and knowledge base resources.
• Accurately document incidents, actions taken, and resolutions within the ticketing system.
• Identify issues that exceed defined scope and elevate appropriately to higher‑tier support.
• Assist with workstation setups, equipment deployments, and end‑user onboarding activities.
• Participate in training and skill development to expand technical and troubleshooting capabilities.
• Demonstrate professional communication skills and a customer‑focused approach to support.

• Strong customer service orientation with the ability to interact professionally, respectfully, and effectively with both technical and non‑technical users.
• Working knowledge of Windows desktop operating systems, Microsoft Office and Microsoft 365 applications, and common PC hardware components and peripherals used in enterprise environments.
• Ability to follow written procedures and apply logical,…