Helpdesk Technician Level 3

2018 Best Places to Work in Healthcare Winner!

Job Location: Spokane Valley, WA

We are growing and need to add a Help Desk Technician-Level 3 to our team. Join one of the Inland Northwest’s Best Places to Work!

Job Summary

Under general supervision of the Director of Information Services, this position is responsible for meeting the expectation of both internal and external customers in a call center environment. Primary responsibility is user support and customer service. Be present and visible in the Help Desk area and available to users requiring technical assistance. Guides the customer regarding the use of a broad range of products, offerings, and services. Provides identification, prioritization, and resolution of problems following well-defined guidelines and procedures. Performs backup of critical data files. Prepares progress reports for work performed.

What HRG Offers

  • HRG paid retirement plan - Employee Stock Ownership Plan

  • Competitive compensation and referral bonuses

  • Medical / Dental / Vision / Prescription / Life / Supplemental / Wellness

  • Paid time off, sick days and paid holidays

  • Merchant discounts

  • Employee ownership

Job Description


  • Perform basic network troubleshooting

  • Effectively communicate and work with every level of employee from general end users to high-level managers and Principals

  • Determine most effective problem resolution to minimize client downtime

  • Remotely provide first level diagnostics and support for Windows computers, Microsoft Office products including Outlook

  • Assist with installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure for 100+ users

  • Support remote users accessing virtual desktop infrastructure

  • Administer user accounts and security controls within Active Directory Image laptops and desktops during initial deployment, maintenance and end of life replacements

  • Maintain and complete appropriate records for incident resolution

  • Create support documentation appropriately for new issues

  • Assist staff in troubleshooting equipment such as web conferencing and AV equipment

  • Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by NBA. Develop and expand knowledge of these technologies over time

  • Maintain knowledge of and adherence to Company policies and procedures

  • Develop rapport with staff to understand their technology skills and tailor hands on support accordingly

  • Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel. Adhere to all software licensing restrictions

  • Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality

  • Perform in-depth troubleshooting on numerous computer platforms and operating systems across a widely dispersed geographical area

  • Assist end users in diagnosing problem areas including desktop and network connectivity issues and supporting our user base

  • Prepare and maintain the documentation of systems configuration and architecture

  • Maintain the various software components that relate to monitoring the computer systems overall health

  • Will troubleshoot the following: windows networking (mapping network drives, shared folders & printers, etc.); LAN/WAN connectivity, etc.; firewalls and routers (port forwarding, etc.); VPN technologies; Windows Domains & Active Directory; desktop operating systems, user profiles, and integration w/ Windows domains; Outlook (hosted exchange, migrations and management).

  • Devices such as servers, PCs, laptops, tablets, firewalls, network shares, email, and their network and internet connectivity, etc.

  • Log, track, and follow-up on customer data, including: contact information, problem statement and resolution in ticketing system

  • Provide an exceptional customer service experience


  • Bachelor’s or Associate’s Degree in Engineering, Computer Science, or related field preferred

  • One to two years of prior help desk and customer service experience, preferably with a background in the architecture or engineering industry

  • Strong knowledge and experience with Windows 7, 8 or 10; Microsoft Office; Office 365; Internet Explorer; and Outlook

  • SCCM administration

  • Ability to disconnect, lift and move PC's and Monitors (50 lbs.) to new desks, maneuver under counters and in tight spots to run cables and wires for PCs

  • Knowledge of VoIP-based telephones, and iPhone and Android mobile phones

  • Must be punctual and well presented

  • Ability to work independently or in a team

  • Strong troubleshooting abilities and excellent organizational, time management, and service delivery skills

  • Participate in occasional off-hours and weekend support of system upgrades and initiatives

  • Must be able to work in a fast-paced work environment and handle multiple tasks

  • Strong interpersonal communication skills

  • Adaptive to varying customer technical knowledge and skill levels

  • Ability to analyze, diagnose and resolve reported problems on hardware, software, OS, applications and device compatibility.

Additional Desired Requirements

  • Root cause analysis

  • Performance management

  • Strong interpersonal skills

  • Independent decision making

  • A+ Certification in desktop support

  • Certification in Windows Desktop or Server

  • SharePoint SQL server/database maintenance

  • Shared Storage

Physical Requirements

  • Ability to sit or stand using a computer for large portions of the day

  • Ability to move about the office with occasional lifting, bending and reaching

  • Ability to work within a data center environment, installing and removing servers/network appliances