Lifelong · 23 hours ago
Help Desk Coordinator II
Georgetown Yards - 15 - Seattle, WA 98134
Full-time
Onsite
Entry, Mid Level
$24.04/hr - $33.66/hr
1+ years expLifelong is a community health organization on a mission to make health and food accessible. The Help Desk Coordinator II plays a pivotal role as the first point of contact for IT support, ensuring users receive exceptional service while maintaining accurate documentation for efficient issue resolution.
Health CareMedicalNon Profit
Responsibilities
Act as the first point of contact for IT support, responding promptly to phone calls, emails, and tickets
Triage incoming support requests, create accurate and detailed tickets, and assign them to the appropriate team member or technician
Provide tier 1 technical support, such as password resets, account unlocks, and troubleshooting for common issues (e.g., printers, Wi-Fi, and Office 365)
Resolve First-Call Resolution (FCR) issues to minimize user downtime
Monitor ticket status and ensure timely resolution, adhering to SLA requirements and escalating issues as needed
Track and manage IT inventory, including hardware and software assets
Monitor IT System Alerts and take action to resolve or create escalation tickets for appropriate system owner
Generate SLA and ticket status reports to maintain transparency and support operational decision-making
Maintain detailed and accurate documentation of IT processes, ticket resolutions, and asset information
Develop and update knowledge base articles to enable self-service support and streamline operations
Work with IT Manager and other staff to develop and maintain IT documentation
Work with the IT Manager to identify opportunities for improving helpdesk workflows and operational efficiency
Participate in IT projects, providing administrative support and ensuring alignment with organizational goals
Other Duties as assigned
Qualification
Required
Minimum of 1 year of customer service or service desk experience in a technical environment
High school diploma or equivalent required
Familiarity with ticket workflow and queue management systems (Jira preferred), basic Windows desktop OS, Office 365, and Droid/iOS mobile devices
Demonstrates exceptional user empathy and a commitment to delivering outstanding customer service
Possesses strong verbal and written communication abilities to effectively interact with users and colleagues
Exhibits good judgment and the ability to troubleshoot and resolve issues efficiently, including First-call Resolution (FCR) tasks
Thrives in a dynamic environment with evolving priorities and works independently while maintaining a collaborative team approach
Shows a passion for contributing to a socially conscious, mission-driven organization
Preferred
2+ years of experience in IT support or progressively responsible roles, demonstrating knowledge of ticket management and workflow optimization
Certifications preferred, such as CompTIA A+, ITIL Foundation, or related credentials in IT support
Familiarity with ticketing systems (e.g., JIRA) and IT inventory management tools
Basic understanding of Windows OS, Office 365, and Droid/iOS mobile devices
Benefits
Comprehensive medical, dental, and vision benefits
Generous vacation (3 weeks your first year), sick leave, and 2 personal days a year
401(k) match
Flexible spending accounts
Life insurance options
Long term disability
Mass transit subsidy
15 paid holidays per year
Company
Lifelong
Lifelong is a nonprofit organization that delivers food, housing, and health services to people living with chronic illnesses.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Erica Sessle
Chief Executive Officer
Marshall Curtis, MBA
Chief Strategy and Compliance Officer
Company data provided by crunchbase