Helpdesk Specialist

About Treehouse:

At Treehouse, we envision a world where every child who has experienced foster care has the opportunities and support they need to pursue their dreams and launch successfully into adulthood. And our team of staff who embody and deliver the heart and care of our work is our secret sauce. Treehouse seeks to hire passionate individuals who understand the power of young people, celebrate diverse voices and challenge themselves to do better for youth in foster care. We are committed to providing opportunities for staff to learn, grow and stay with the organization during an exciting time as we expand our services and reach statewide.

Benefit Summary:

Treehouse values work-life balance and prioritizes the health and well-being of our staff. Benefits include medical, dental, vision and life insurance plans with 100% employer-paid premiums; a retirement plan with 3% employer match; and paid leave that includes 9 holidays, generous PTO and two weeks of staff appreciation days off.

• $26.44 - $28.85/ hourly
• Generous PTO of 4 weeks
• Healthcare Benefit plan options include 100% covered preventive care
• 2 Weeks off (separate from PTO) for Staff Appreciation Weeks
• 403B Retirement Plan Matching
• The company covers 100% of payroll taxes for state family medical leave
• Free convenient parking
• Dog Friendly Office Space

Position Summary:

The Helpdesk Specialist is primarily responsible for providing Information Technology (IT) related support to Treehouse staff on a variety of issues Involving endpoint hardware, software, desktop and mobile phones, and various office and productivity applications. This includes diagnosing and troubleshooting issues on Windows, Mac, iOS and endpoint equipment such as laptops, desktops, network printers, and common PC peripherals. Additionally, the Helpdesk Specialist evaluates existing processes and is always looking for opportunities to improve IT efficiency through automation, documentation, and communication.

This position's work location Is the 2100 Building, with a fixed schedule between the hours of 8AM-5PM Monday-Friday.

Office Location

2100 24th Ave S STE 200

Seattle, WA 98144

Essential Functions:

• Assisting in managing accounts, network rights, and access to systems and equipment and applying security procedures and tools in on-premises and Azure Active Directory.
• Ensures IT documentation and information intended for use by Treehouse staff is maintained, readily available and locatable, in a consistent manner using solutions such as Teams, SharePoint, OneNote, etc.
• Performs asset tracking, installing, upgrading, or decommissioning designated systems, hardware, product licenses, and infrastructure as needed.
• Ensures that Helpdesk tickets are being responded to in accordance with established processes and service level agreements (SLAs).
• Adheres to departmental processes such as change management, incident response, disaster recovery.
  Service Request management and problem management.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

Required

• 1-2 years of experience administering 0365 productivity applications (Word, Excel, Outlook) and collaboration applications (Teams, SharePoint, OneDrive), etc.
• 1-2 years of experience managing desktops and mobile devices using MS Intune.
• 1-2 years of experience working with helpdesk applications (eg., FreshDesk or similar).
• Experience with Windows 10, 11.
• Experience with Apple iOS. Apple MacOS experience a plus.
• Proven ability to provide effective customer service for internal and external client groups.
• Excellent communication skills required, with the ability to translate technical Information for non-technical audiences.
• High attention to detail, with strong organizational skills to manage a continuous workflow in a high volume, multi-tasking environment
• Demonstrated ability to build working relationships with individuals of various ages, cultures, socioeconomic backgrounds and abilities.
• Ability and aptitude with Microsoft Office Suite and other technology necessary for successful day-to-day functioning in a business environment.
• Deep commitment to racial equity and social justice and ability to effectively engage in candid conversations about diversity, equity, inclusion and justice.
• Clear nationwide criminal background check, Washington State DCYF background check, and driving record background check.

Physical and Mental Requirements:

Mental Requirements - Attention to detail; interacting with others in person and via email, phone calls, and web conferencing: using critical thinking skills to research, synthesize information, and evaluate funding and partnership opportunities; emotional intelligence, especially when working with staff who may experience secondary trauma through their work at Treehouse.

Physical Requirements - long periods of sitting. working on a computer, walking to various work areas, going up and down stairs, lifting up to 50 pounds unassisted, talking on the phone, working with office/computer equipment, attending meetings at Treehouse or funder locations, and sitting at desk or table while listening, talking and taking notes.

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.