IT Helpdesk Representative

About SEIU 775

SEIU 775 represents more than 55,000 long-term care workers providing quality home care, nursing home care, and residential services in Washington, Montana, and Alaska. SEIU 775’s mission is to unite the strength of all caregivers, to create a better life for ourselves and those we care for, and to lead the way to a more just and equitable world.

About This Role

This position will be responsible for user support and customer service on company supported computer applications, computer and telecom hardware, and platforms, troubleshooting problems and advising on the appropriate action. This position requires that you have excellent communication skills, ability to work with people from diverse backgrounds/cultures, ability to work independently, and willingness to work sometimes long and irregular hours. SEIU needs problem solvers with attention to detail, strong customer service orientation, and the ability to adapt to new situations and requirements with ease and grace.

This position requires hands-on well-rounded support level knowledge of Microsoft Windows 11, Microsoft Office apps, Adobe apps, wireless networking, device connectivity, and the ability to troubleshoot any number of other variables from an IT perspective. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions:

• End-user support for local and remote users
• End-user training 
• Working in a ticketing system, following ticket routing, notation, and escalation processes
• End-user onboarding/transfer/offboarding 
• Installation, setup, maintenance, and repair of computer hardware
• Installation, maintenance, and administration of computer software
• Setup, troubleshooting, and maintenance of Organizer tablets
• IT inventory administration including regular inventory tracking, annual audit, and recycling
• Contributing to IT Documentation
• Performing AV administration and troubleshooting including Zoom/Zoom Rooms, Teams, projectors, and sound equipment
• Performing printer, copier, and scanner maintenance and troubleshooting
• Helping with event technology including setup/teardown/IT Support, onsite and offsite 
• Contributing to continuing improvement efforts in DTech
• May be required to do political work for candidates and member political education as part of job duties.
• Other duties as assigned.

Skills & Abilities:

• Ability to read, understand, and follow written technical policies and procedures
• Ability to write professional-level reports, emails, chat messages, and process manuals
• Ability to effectively and respectfully present information and respond to questions from staff and members
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to remain calm and centered on the task of assisting our users in the face of shifting priorities and workload-related stress
• Working knowledge of Office 365, SharePoint; Internet, Microsoft Office, file and print servers, networking basics (DNS, DHCP)

Minimum Qualifications: (Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job may be considered.)

• Associates Degree in computer science; or one to three (1-3 years related experience and/or training; or equivalent combination of education and experience
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment
• Knowledge and experience of customer service practices
• Related experience and training

Preferred Qualifications

• Microsoft, CompTIA, or Google IT Support Professional certifications.
• Basic knowledge of Windows servers, Office 365, Exchange, VPN technology, Firewalls, Virtual Machines, and managed wireless networks.

Typical Working Conditions: The typical working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, requirements include:

• Professional office environment with regular interaction with end users across multiple departments
• Frequent support of both on-site and remote staff through ticketing systems, phone, chat, email, and virtual platforms
• Work involves troubleshooting a broad range of hardware, software, networking, and AV issues in a fast-paced, service-oriented environment
• Requires flexibility to manage shifting priorities, urgent technical issues, and multiple simultaneous support requests
• Occasional evening and weekend work to support events, system maintenance, upgrades, or urgent troubleshooting needs
• Regular collaboration with IT team members to resolve escalated issues, maintain documentation, and support departmental projects
• Work involves handling sensitive information and requires strict adherence to privacy, security, and professional conduct standards
• May be required work outside of normal business hours to include weekends, evenings, holidays, etc.

Physical Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, requirements include:

• Work performed at a desk or workstation for extended periods involving heavy computer and screen use
• Regular movement throughout office spaces to install, maintain, or troubleshoot equipment such as computers, printers, phones, and AV systems
• Occasional lifting, carrying, or moving equipment up to 40 pounds (e.g., desktops, monitors, printers, event tech equipment)
• Event support may require standing, walking, bending, and equipment setup/teardown in offsite or large venue environments
• Exposure to typical office noise levels and frequent use of phones, headsets, and AV hardware
• Occasional travel to remote offices or event sites may be required

Compensation:

Providing current or previous salary information is optional and will not be factored into hiring decisions. Prospective Employees covered by the CBA can request a copy of the wage scale, the CBA, and any current relevant MOUs upon application to the position.

This position is full-time, exempt. This position is not included in the Bargaining Unit. Pay ranges from $35.43 – $44.25 per hour. Benefits include vacation, holiday, and sick leave benefits, fully employer paid health, dental, vision, and life insurance, defined benefit pension plan, and optional 401(k), WFH credit, pet insurance, and more.

Women and diversity candidates strongly encouraged to apply.

AFFIRMATIVE ACTION EMPLOYER

SEIU 775 is an affirmative action employer and encourages applications from all qualified candidates without regard for race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental or physical disability, or any other discrimination prohibited by law. SEIU 775 works to ensure fair treatment of applicants and employees and actively enforces policies against discrimination and sexual harassment.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, creed, gender, citizenship status, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, genetics, the presence of sensory, mental or physical disability, or any other discrimination prohibited by law. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.