IT Helpdesk Technician - I bei Performance Home Medical

Description

Performance Home Medical, established in 1995, is dedicated to enhancing lives through trusted respiratory and sleep therapy solutions. Our concierge-level care ensures every patient receives the support needed to breathe and sleep with comfort and confidence.

As our organization continues to expand, we’re excited to welcome a dedicated IT Helpdesk Technician to join our on-site team in Kent, Washington, contributing to our mission of providing reliable and efficient technical support.

The Helpdesk Technician plays a key role in providing technical support and ensuring the reliability of IT systems across the organization. This position is responsible for diagnosing and resolving moderately complex hardware, software, and network issues, assisting with system administration tasks, and maintaining smooth day-to-day technology operations to support business continuity and employee productivity.

KEY RESPONSIBILITIES:

Job Duties and Responsibilities include the following. Other duties may be assigned.

• Respond to and resolve support tickets.
• Troubleshoot and repair desktop, laptop, printer, and mobile device issues.
• Diagnose and resolve software, operating system, and network connectivity problems.
• Support and administer Active Directory / Azure / Entra accounts, group memberships, and password resets.
• Configure and deploy workstations, peripherals, and user profiles.
• Install and update software applications, patches, and drivers.
• Assist with network troubleshooting (LAN/WAN, VPN, Wi-Fi).
• Provide support for Microsoft 365, Exchange, and Teams environments.
• Escalate unresolved or complex issues to system administrators, providing detailed documentation.
• Maintain accurate records in the ticketing system (Service Desk Plus).
• Contribute to the development of knowledge base articles and standard operating procedures (SOPs).
• Collaborate with other IT staff to support system upgrades, rollouts, and migrations.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience: 2-5 years of IT support or helpdesk experience, preferably in a Windows / Office 365 environment.

Technical Skills

• Proficiency with Windows and macOS operating systems.
• Experience managing Active Directory, Microsoft 365, and Exchange Online, Intune.
• Understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with remote support tools (RDP, Screen Connect, etc.).
• Familiar with GPO, Policies.
• Experience using ticketing systems and RMM tools.
• Knowledge of endpoint security (antivirus, encryption, MFA).

Soft Skills

• Strong troubleshooting and problem-solving skills.
• Excellent customer service abilities.
• Ability to collaborate across IT functions.
• Organized and able to prioritize tasks effectively.
• Willingness to learn and grow toward higher-level technical roles.

Essential Skills: To perform the job successfully, an individual should demonstrate the following:

• Adaptability - Accepts and applies feedback. Adapts to changes in the work environment. (Different clinical settings, client changes, supervisor changes, etc.). Changes approach or method to best fit the situation within guidelines and direction from supervisor. Manages competing demands. (Prioritizing responsibilities)
• Professionalism - Arrives and begins work prepared and on time.  Keeps absences within guidelines. Schedules time off in advance. Keeps commitments.  Completes tasks within required guidelines. Displays positive outlook, pleasant manner, and professional appearance. Establishes and maintains effective relations.  Works actively to resolve conflicts.
• Commitment to Quality– Competent in required job skills and knowledge. Displays understanding of how their actions and job affects others. Exhibits ability to learn and apply new skills. Keeps abreast of current developments. Uses resources effectively. Looks for and takes advantage of opportunities. Pursues training and development opportunities. Seeks feedback to improve performance, asks for help when needed. Strives to continuously build knowledge and skills. Seeks increased responsibilities.
• Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit.   Puts success of team above own interests.
• Communication - Exhibits good listening and comprehension. Expresses ideas and thoughts respectfully in verbal and written form. Keeps others adequately informed. Selects and uses appropriate communication methods. Edits work for spelling and grammar. Presents numerical data effectively. Varies writing style to meet needs. Writes clearly and informatively.
• Organizational Development - Achieves Key Performance Indicator goals. Builds rapport and establishes trust. Initiates new contacts. Benefits organization through outside activities. Maintains client and stakeholder satisfaction. Maintains records and promptly submits information.  Presents solutions that meet client and stakeholder objectives and overcomes objections with persuasion and persistence. 
• Leadership Management - Delegates work assignments. Gives authority to work independently.  Matches the responsibility to the person. Provides recognition for results. Sets expectations and monitors delegated activities. Builds commitment and overcomes resistance. Communications change effectively. Prepares and supports those affected by change.

Education/Experience: Bachelor’s degree in a related field, and/or 3-5 years of related experience.

Language Ability: Read, analyze, and interpret complex documents. Respond effectively to sensitive inquiries. Write speeches and articles using innovative techniques. Make persuasive presentations on complex topics to management, public groups and/or boards of directors.

Mathematical Ability: Comprehend and apply principles of advanced calculus, algebra, and advanced statistical theory.

Reasoning Ability: Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Computer Skills: Expert in Microsoft Office (Word, PowerPoint, Outlook, Chrome, Internet Explorer, SharePoint). Expertise in the implementation and optimization of Learning Management Platforms.

Certificates and Licenses: N/A

Travel Requirements: Traveling as needed within region/territory. Have reliable means of transportation. Meet requirements of our Motor Vehicle policy.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually unpredictable.

Physical Demands:

While performing the duties of this Job, the employee is regularly required to sit; use hands to type finger, handle, or feel.  The employee is frequently required to stand and walk. The employee is occasionally required to reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds.

The above job description is not intended to be an all-inclusive list of duties and standards of the position and can be modified as needed. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.