IT Help Desk Technician III - FT

If you are looking for employment with a purpose where you can help improve the daily lives of the members of your community, then consider a career with Pioneer Human Services!

We are currently looking for a IT Help Desk Technician III with a passion for human services.  This is an exciting opportunity to be involved with an organization focused on racial justice, second opportunities, diversity, equity and inclusion.

WHO WE ARE - Our Mission
We empower justice-involved individuals to overcome adversity and reach their full potential.

For over 60 years, we have proudly serviced our clients with professionalism and empathy. We are a nationally recognized non-profit with 35+ locations across Washington state that provided a chance for change to over 9,500 individuals in 2024.

WHAT WE OFFER

At Pioneer, our employees are important. That’s why we offer a Total Rewards package that includes compensation and benefits to support employees' health, security, and balance.

Compensation:

New hires start between $68 126 and $85 158 based on experience, qualifications, skills, competencies, internal equity, and market factors. While the full pay range is listed for this position for pay transparency, individual compensation is determined by various factors and may vary within the posted range.

Benefits:

Eligible after 30 days of full-time employment (minimum of 30 hours/week):

• Medical
• Flexible spending
• Dental
• Vision

Additional coverage after 60 days:

• Life
• AD&D
• Disability

Other benefits:

• 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)

WHAT YOU'LL DO

The IT Help Desk Technician III serves as a senior level support role within Pioneer Human Services’ Information Technology team and acts as the primary escalation point for the Service Desk.  This position provides advanced technical support to end users and systems while supporting Senior Engineers with infrastructure operations in a hybrid on-premises and cloud environment. The position supports Senior Engineers with Infrastructure operations such as Microsoft 365/Exchange administration, Active Directory/Entra ID and Azure platform user operations in a hybrid environment. The role requires both remote and on-site support across multiple PHS regional locations and active participation in preventive maintenance, operational monitoring, incident triage and technology improvement projects.  The IT Help Desk Technician III plays a critical role in maintaining a secure, compliant, and highly available IT environment. The position is located in the Seattle corporate operations center and is not remote.

PRIMARY/ESSENTIAL DUTIES AND RESPONSIBILITIES:

Service Desk Leadership & Escalation

• 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.

End User Support

• 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.

Systems & Infrastructure Support

• 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
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• 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.

Hardware, Devices & Inventory

• 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

Preventive Maintenance & Monitoring

• 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

Documentation & Process Improvement

• 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.

Telecommunications & Remote Support

• Supports unified communications systems including VoIP, eFax and video conferencing platforms
• Utilizes remote support tools such as Demeware, Remote, Desktop, or equivalent technologies

Assisting end user (training component).  Responsible to support the engineering team.   Need to have all the fundamentals, system engineers.  Need to manage the tickets currently administered by the (SME).  Triaging all level three tickets and support issues and handing off to the engineers.

QUALIFICATIONS 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/DESIRABLE

• 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

EEO

Pioneer human services is an equal opportunity employer of minorities/women/individuals with disabilities/protected veterans and does not unlawfully discriminate under federal, state, or local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, or protected veteran status. EEOC is the Law/EEO Policy Statement 

Pioneer Human Services is a Drug-Free Company

Pioneer Human Services is a drug free company. This position has been deemed safety sensitive under RCW 49.44.240(3) and is subject to both pre-employment drug testing and drug testing during employment, to include testing for marijuana.