Pioneer Human Services · 1 day ago
IT Help Desk Technician III - FT
Seattle, Washington
Full-time
Hybrid
Mid, Senior Level
$61K/yr - $92K/yr
3+ years expPioneer Human Services is a nationally recognized non-profit organization focused on empowering justice-involved individuals. They are seeking an IT Help Desk Technician III to provide advanced technical support and serve as the primary escalation point for the Service Desk, while supporting infrastructure operations in a hybrid environment.
ConsultingHealth CareNon Profit
Responsibilities
Serves as the primary Tier III escalation point for Service Desk incidents and service requests
Triages and manages complex technical issues and coordinates handoff to Senior Engineers as needed
Provides leadership coverage in the absence of the IT Help Desk Supervisor
Documents all incidents, requests, and changes in the ticketing system (SysAid)
Manages all tier level tickets currently administered by Subject Matter Experts (SMEs)
Ensures timely resolution, communication, and escalation of incidents (internal and external)
Provides Tier I/II/III support for hardware, software, network, and security incidents: including advanced escalations and delegated Infrastructure support for all Pioneer users for both on premise systems and cloud technologies. Timely resolution protocols and escalation both internal and external
Resolves user incidents and service requests via telephone, ticketing system, remote access control and desk side service
Supports both remote and on-site users across 30+ PHS locations
Maintains strong customer service standards with clear, professional communication
Provides end-user guidance and training as needed
Supports Senior Engineers with infrastructure-related tickets and troubleshoot the following systems and platforms: Microsoft 365 and Exchange Online administration
Active Directory, Entra ID, and Azure user operations
Hybrid identity and access management
User Endpoint & Security Management: Microsoft Defender, Intune device enrollment, compliance policies and Entra ID identity management
Printers, print servers, Multi-Function Device management, fax, both cloud services and on-premises hardware at all locations
Creates, updates, and manages user accounts, mailboxes, permissions, and access controls
Supports endpoint and security management tools including Microsoft Defender and Intune device enrollment, compliance policies
Provides advanced troubleshooting across identity, SaaS applications, networking fundamentals, and endpoint dependencies
Configures, deploys, and maintains desktops, laptops, printers, scanners, phones and peripherals
Assigns, deploys and maintain all user hardware and software tools to maintain and improve business processes and workflows
Manages full lifecycle inventory tracking, replacements, and asset accountability
Supports print services, multifunction devices, fax systems, and both cloud-based and on-premises hardware
Performs scheduled and bi-annual preventive maintenance activities including patching, hardware inspections, compliance validation, and performance reviews
Participates in operational monitoring to ensure system availability and reliability
Creates and maintain knowledge base articles, standard operating procedures, and end-user documentation for the help desk and IT
Follows ITIL-based incident, request, and change management processes
Participates in projects related to security, compliance, infrastructure modernization, and system improvements
Supports unified communications systems including VoIP, eFax and video conferencing platforms
Utilizes remote support tools such as Demeware, Remote, Desktop, or equivalent technologies
Qualification
Required
Associate degrees in Computer Science, Information Technology, or an equivalent combination of education and experience, CompTIA A+ certification
Minimum 3 - 6 years of experience in technical support including senior level IT Help Desk responsibilities
Working knowledge of Exchange Online and M365 admin centers
Azure concepts and cloud fundamentals
Strong troubleshooting across identity, SaaS, networking basics, and endpoint dependencies
Preferred
A strong educational background in data security and compliance, including IT security protocols in the manufacturing and healthcare businesses [CMMC, HIPAA, ITAR]
Strong discipline in change management and project management principles
Benefits
Medical
Flexible spending
Dental
Vision
Life
AD&D
Disability
Dependent Daycare Flexible Spending
Tuition assistance (100% for bachelor's, 50% for graduate programs)
Retirement plan (3.5% annual compensation contribution, plus 3.5% match for 6% individual contribution)
Employee recognition programs
Public transportation discount
Employee assistance program (EAP)
Company
Pioneer Human Services
Pioneer Human Services is a non-profit organization that provides housing, treatment, skill training, and employment services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Anthony J. Wright
Chief Executive Officer
Sophie Ryan
Human Resource Business Partner
Recent News
2025-01-15
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