Desktop Support Specialist

The Desktop Support Specialist under the direction of the Manager, IT Infrastructure, provides support to staff on all company computer systems. The Desktop Support Specialist is responsible for troubleshooting Information Technology (IT) related problems, determining the source, and advising on appropriate action. 

ESSENTIAL JOB FUNCTIONS

General Responsibilities

• Installs and configures Operating Systems on laptop and desktop computers.
• Installs and configures all laptop and desktop applications, i.e. MS Office, Antivirus. 
• Ensures all IT Staff complete onboarding and offboarding responsibilities via completion of the Onboarding and Offboarding Checklist prior to the start or termination date.
• Manages enterprise VOIP telephony and collaboration platform including onboarding, offboarding, modification requests, and support requests.
• Answers staff questions via phone, helpdesk ticketing system, and in person.
• Triages helpdesk tickets.
• Escalates helpdesk tickets to Tier 2 or Tier 3 as appropriate.
• Troubleshoots computer problems and maintains records via helpdesk.
• Determines source of computer problems, i.e., hardware, software, network, and user.
• Consults with Manager and other staff on appropriate action.
• Serves as liaison between staff and the technology department to resolve issues.
• Documents resolutions for future reference via help desk ticketing system.
• Performs hardware installations, maintenance, and repair on desktop/laptop computers and other technology devices.
• Provides user training to staff members.

Other Responsibilities

• Maintain confidentiality regarding the information being processed, stored, or accessed by the network.
• Assist personnel of other departments as a computer resource. 
• Will follow other instructions/directions and will perform other related duties as required by the needs of LifeCenter and leadership team.
• Participates in, and may lead, employee committees and events.
• Complies with applicable laws, regulations, and LifeCenter policies and procedures.

KNOWLEDGE, SKILLS, ABILITIES

• Advanced technical knowledge of Microsoft operating systems and applications.
• Technical knowledge of mobile devices including iPhones. 
• Experience with integrated telecommunications environments (PC/cellular) is preferred.
• Experience with voice over IP.
• Non-profit and/or medical environment experience is preferred.
• Perform and/or oversee software and application installation and upgrades.
• Install, configure, and maintain personal computers.
• Document network problems and resolutions for future reference.

BEHAVIORAL REQUIREMENTS

The employee in this position must uphold the core values of LifeCenter; these include:

• Integrity: We are trustworthy, reliable, respectful, and accountable.
• Collaboration: We work in partnership with others, seeking to understand and be understood, and finding common ground and shared goals to build upon together.
• Courage: We take personal responsibility and face challenges head-on.
• Service: Through professionalism and dedication, we honor our commitment to serve others and our obligation to be good stewards of the gift of life.

​​​​Physical Activities/Requirements

• Effectively operate phones, computers, and other office equipment.
• The individual must have the ability to communicate clearly in English to accurately convey information and be able to hear at normal speaking levels both in person and over the phone. 
• Specific vision abilities required by this position include close vision, depth perception, and the ability to adjust focus.
• Generally, working conditions do not require exposure to hazardous materials nor extremes in health and safety hazards.  Work is normally performed in an office or hospital setting as well as other business environments.
• Moves boxes and equipment up to 50 pounds with or without assistance.

ANTICIPATED WEEKLY TIME COMMITMENT

• This position may need to work outside of regular business hours, including evenings and weekends, sometimes without advance notice.

EDUCATION, EXPERIENCE & JOB REQUIREMENTS

• Bachelor's degree from a four-year college or university; in information technology, communications, business, or a related field.
• Combination of relevant work experience and appropriate industry certifications (i.e. CompTIA A+) may be substituted for academic requirements.
• Two years network administration/help desk experience is required. 
• This position requires on call responsibilities and the availability to promptly travel within and outside the LifeCenter service area.
• Requires a valid driver’s license and access to an insured automobile or the ability to arrive and depart from work- and work-related functions at expected times.
• Proof of COVID-19 vaccination, or applicable medical or religious exemption, will be required as a condition of employment upon offer. 

LifeCenter Northwest offers medical, dental, vision, basic life insurance, accidental death & dismemberment insurance, long-term disability insurance, and travel accident insurance. Employees have the option of enrolling in the following supplemental or voluntary plans: life insurance, short-term disability, accident insurance, hospital indemnity, critical illness coverage and pet insurance. Employees enrolled in our 403(b) program will receive an employer match of up to 7% after one year, employees are auto enrolled at 3% and may change their enrollment at any time. LifeCenter encourages all employees to find balance and well-being and provides all employees access to an Employee Assistance Program (EAP) and provides a quarterly Wellness Reimbursement. Employees enjoy paid holidays throughout the calendar year and earn 119 hours of PTO annually (to start) as well as Health Time Off hours that is earned 1 hour per 30 worked, paid living donor leave, two weeks paid jury duty leave after 6 months of service, and three weeks of paid parental leave after one year of service is complete. A comprehensive review of benefits can be found at https://lcnw.org/about/employment-opportunities/.

The pay range for this role is provided above. Where a candidate’s compensation falls within this range is based on several bona fide factors such as experience, tenure, and other specialized knowledge. LifeCenter Northwest is committed to providing its employees equitable and competitive compensation.

This position is eligible for compensation in addition to the base pay in the form of overtime.

LifeCenter Northwest is proud to be an Equal Opportunity Employer.