Help Desk Technician

• Location 120 6TH AVE N STE 100,Seattle, WA, ,United States

Job Title:

Help Desk Technician

Reports to:

Director of IT

Department: IT

Supervises:
Does not supervise others

Salary: $25.00 - $29.00 per hour

The Help Desk Technician provides frontline technical support for staff across the organization. This role is responsible for troubleshooting hardware, software, network, account access, and general technology issues while delivering excellent customer service. The Help Desk Technician helps maintain daily IT operations, supports end users both onsite and remotely, and assists with documentation, device management, and technology projects.

This position plays a critical role in ensuring staff can effectively use organizational technology systems and tools.

• Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, phones, and peripheral equipment.
• Respond to staff support requests through the ticketing system, email, phone, and in-person channels.
• Troubleshoot hardware, software, connectivity, and account access issues.
• Escalate advanced or unresolved issues to appropriate IT team members, vendors, or external partners.
• Support onboarding and offboarding processes, including account setup, permissions, equipment deployment, and equipment recovery.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, and SharePoint.
• Assist with password resets, MFA support, and basic account management.
• Configure and deploy user devices, workstations, and peripheral equipment.
• Support printer troubleshooting, conference room technology, and basic AV needs.
• Maintain accurate documentation of support requests, resolutions, inventory, assets, and procedures.
• Participate in system updates, deployments, maintenance activities, and technology projects.
• Follow organizational cybersecurity policies, procedures, and best practices.
• Provide professional, responsive, and customer-focused support to staff across all departments.
• As directed and with guidance, support the IT team with technical projects, administrative tasks, and other technology-related needs.

• Associate degree in Information Technology or related field, or equivalent professional experience
• 1–3 years of experience in a help desk or technical support role
• Experience supporting Windows and Microsoft 365 environments
• Basic understanding of networking concepts, printers, and endpoint devices
• Strong troubleshooting and problem-solving skills and ability to manage multiple priorities
• Excellent communication and customer service skills
• Ability to work independently and collaboratively within a team environment
• Experience with ticketing systems and remote support tools
• Experience supporting Azure Active Directory or Microsoft Entra
• Familiarity with cybersecurity best practices
• Experience with inventory and asset management
  
  Experience supporting AV or conference room technologies
• Strong organizational and documentation skills
• Ability to maintain confidentiality and professionalism
• Ability to lift and move technology equipment as needed

This full-time position includes Medical/Vision insurance, Dental insurance, 3.08 hours of accrued Vacation per bi-weekly pay period, Seattle Sick/Safe, up to 8 Company Holidays paid throughout the year, EAP, 401k plan with vested match schedule once eligible, and subsidized transportation benefits for Orca Pass or parking.

We are committed to creating an inclusive and equitable workplace, and we are proud to be an equal opportunity employer. We believe that having staff, interns, and volunteers with diverse backgrounds enables us to better meet our mission and encourage BIPOC, women, and LGBTQIA2S+ individuals to apply. We acknowledge that our work to build safe spaces and better systems for traditionally marginalized groups is ongoing and will require constant vigilance and expect all MOPOP employees to be part of our DEIA journey.