Job description
ABOUT THE ORGANIZATION
Northwest Harvest is an anti-racist, anti-oppression organization committed to transforming an unjust food system into one that is more responsive and accountable to the communities most impacted by discrimination. In addition to distributing food throughout Washington, Northwest Harvest aims to shift public opinion, as well as impact institutional policies and societal practices that perpetuate hunger, poverty, and disparities in our state.
Learn more at http://www.northwestharvest.org
POSITION SUMMARY:
The IT Helpdesk Technician contributes to the mission of Northwest Harvest through the responsible management of our ticketing system, hardware and software configuration and support, issue management, and improving IT processes and procedures.
They will also manage desktop setup, repair, warranty maintenance, reloads, and other tasks and project work as assigned.
This role supports critical equipment, software, and processes across the state that staff rely on to effectively perform their jobs/tasks.
The successful incumbent possesses strong written and oral communication, interpersonal (customer friendly) skills and independent thinking to communicate technical concerns and solutions to people with varying degrees of technical knowledge.
Additionally, this position works in collaboration with the technology team to provide and maintain day to day IT system accessibility and functionality and to plan and implement future growth. This role will play a key support role in guiding technical alignment, change management, and user adoption in support of Northwest Harvest’s goal to cut hunger in half by 2028.
RESPONSIBILITIES:
Help Desk Support:
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Manage Tier 1 and Tier 2 hardware and software related helpdesk calls (i.e. computers, tablets, printers, conference room equipment, VOIP system)
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Manage and maintain the help desk ticketing system
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Identify and report on help desk issues and trends -
Recommend solutions to recurring help desk issues -
Create and update technical documentation -
Maintain an inventory of technology assets for repair and support
Deskto p , Mobile and Peripheral Device Support:
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Set up and deploy computers from factory settings to NWH standard setup
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Configure and support conference room technologies -
Support equipment acquisitions and disposals per company policies -
Support driver tablets, warehouse scanners, agency printers, and Wi-Fi systems
User Management , Tra ining & Support:
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Create and suspend user accounts (MS 365, Active Directory, NAV 2017)
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Perform new-hire onboarding orientations -
Manage and support Microsoft Teams phone system -
Update user titles and information as directed -
Support asset management deployment, recovery, and monitoring
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Provide user support and training on various Microsoft 365 Applications (Outlook, Word, Excel, Access, Teams) -
Provide limited account management and application support for enterprise systems and tools (e.g., Navision (WMS), Salesforce -
(CRM), VPN, Robin,)
Special Projects/Project Management:
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Act with discretion and independent judgment to improves processes related to helpdesk trends and other technology-based initiatives
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Support the implementation of policies and practices across departments that ensure information security and increase technological efficiencies
Performs other duties as needed and assigned
While performing the duties of this position:
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Regularly required to sit, talk, see, and hear
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Regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, standard keyboards of office equipment or controls, and reach with hands and arms -
Frequently lift and/or move up to 10 pounds -
Occasionally lift up to 50 pounds
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Specific vision abilities required by this position include close and distant vision and the ability to adjust focus
EQUITY AND INCLUSION
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Demonstrate the initiative to learn and enhance skills that promote anti-racism, cultural competency and an understanding of oppression and its impact.
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Participate in intentional learning efforts, including events relating to understanding and dismantling institutional racism and building cultural competency
RELATIONSHIPS:
Internal
: Frequent contact with all levels of staff and teams.
Communicate to understand and respond to issues. Gather requirements, offer insights, and provide technical assistance to deliver excellent customer service and customer experiences.
External: Regular contact with vendors, professional associates, and consultants. Collaborate to build requirements, offer insights, and provide technical assistance to projects and service requests. Be able to explain Northwest Harvest mission and goals to those we interact with.
MINIMUM QUALIFICATIONS:
A combination of the real-life experience, education, and training listed
below
provides
an equivalent background to perform the work of this position.
Successful completion of
a
b
ackground check is
required
.
Knowledge of:
-
Microsoft 365 applications
-
Windows 10
-
Demonstrated experience in managing users in Microsoft Active Directory & Group Policy and Azure Active Directory & Intune
-
PC, Laptop, and tablet configuration for end users
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Remote management tools (ConnectWise)
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Printer troubleshooting and setup
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Ticket management system (Zendesk)
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Intermediate to advanced knowledge with Microsoft Office applications; particularly Word, Excel, PPT and Outlook, Teams, and Zoom and ability to work efficiently and effectively with other organizational platforms such as ADP, SharePoint, Microsoft Dynamics NAV systems
Ability To:
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Understand individuals who have experienced poverty or food insecurity
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Demonstrate interest and commitment to supporting equity and inclusion for members of historically marginalized groups including racial and ethnic minorities, LGBTQIA+ populations and people living with disabilities
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Lead change through influence and demonstrated practices that drive results
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Ability to reprioritize workload to address tasks and situations as necessary and the ability to follow through on multiple tasks
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Establish and maintain effective working relationships with staff, leadership, IT partners, and vendors to assure a high degree of mutual accountability
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Analyze issues, synthesize information, make decisions, and learn from mistakes.
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Provide excellent customer service and customer experiences
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Ability to operate strategically in alignment with organizational goals through an IT lens.
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Ability to work independently and within a team environment
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Available to travel to our sites in Auburn, Seattle, Yakima, and Spokane with short notice
EDUCATION AND TRAINING:
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High School Diploma, GED Certification and/or an equal combination of education and relevant work experience
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Certification related to computer maintenance or related field is a plus
EXPERIENCE:
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Minimum two (2) + years of progressively responsible experience in the technology industry supporting Information Technology best practices to include but is not limited to helpdesk, end user support, and desktop configuration and support
LICENSES AND CERTIFICATIONS:
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COMPTIA A+ (or equivalent IT work experience)
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Valid Driver’s license and/or reliable transportation to commute to and from Northwest Harvest locations
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Occasional overnight travel
Desired Qualifications:
-
Non- Profit experience is desired but not required.
DISCLAIMER:
The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics.
BENEFITS AND COMPENSATION:
Northwest Harvest offers a competitive salary and comprehensive benefits package this includes but is not limited to; medical/dental/ vision/ insurance, long term disability insurance, Life/AD&D insurance, Employee Assistance Program (EAP), 401(k) retirement plan, Vacation and Sick leave, 8 paid holidays; New Year’s Day, Martin Luther King Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, after Thanksgiving, and Christmas Day, Floating holidays for you to use should you observe a holiday not outlined in Northwest Harvests current observed holidays or at your discretion, and birthday holiday. Employees are eligible to participate in payroll deducted supplemental benefits i.e., Flexible Spending account-HRA and DCE, various AFLAC and New York Life plans.
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