IT Help Desk Technician

Planet Aid, Inc; Elk (WA); On-site; USD 43,000 - 53,000; Full time

Benefits offered by this job

Health, vision, dental

Life insurance

AD&D

401k

Job summary

Planet Aid, Inc is seeking a hands-on IT support specialist to provide first-line help desk assistance across company locations. You will troubleshoot hardware, software, and connectivity issues while enabling onboarding and equipment setup.

The role includes travel to multiple site locations for security camera and cabling installations, with opportunities to grow foundational IT and physical infrastructure skills in a fast-paced, mission-driven environment.

Qualifications

• High school diploma or equivalent required; Associate’s degree in IT or related field preferred.
• 0–1 year of help desk or technical support experience (internships count).
• Basic understanding of Windows and/or macOS operating systems.
• Familiar with common business software (Office 365/Google Workspace).

Responsibilities

• Provide first-line technical support via tickets, phone, and email.
• Troubleshoot hardware, software, and network issues for desktops, laptops, and mobile devices.
• Set up new user accounts, workstations, and equipment; install and configure software.
• Manage user access requests and reset passwords per security policies.
• Document interactions and resolutions in the ticketing system; escalate complex issues.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Willingness to travel

Physical work

Education

High school diploma or equivalent

Associate's degree preferred

Tools

Zendesk

ServiceNow

Jira Service Management

Microsoft 365

Job description

Join a mission-driven organization making a global impact! Planet Aid collects and recycles used textiles to protect the environment and support sustainable development in communities around the world.

Job Type

Full-time

Job Description

This role provides first-line technical support to employees and reports directly to the Systems Administrator. We're looking for a go-getter who's comfortable wearing multiple hats, willing to get their hands dirty, and ready to travel to different company locations for hands-on work such as security camera and cabling installations. It's a great opportunity for someone early in their IT career to build foundational troubleshooting, customer service, and physical infrastructure skills in a supportive, fast-paced environment.

What You'll Do

Help Desk & IT Support Duties

• Respond to help desk tickets, phone calls, and emails, providing timely and professional first-line technical support
• Troubleshoot and resolve hardware, software, printer, and connectivity issues for desktops, laptops, and mobile devices
• Set up new user accounts, workstations, and equipment, including software installation and configuration
• Reset passwords and manage user access requests in accordance with company security policies
• Document all support interactions, resolutions, and recurring issues in the ticketing system
• Escalate unresolved or complex issues to Tier 2/3 IT staff with clear documentation
• Maintain inventory of IT equipment, including tracking assignments and basic asset management
• Assist with onboarding/offboarding of employees from an IT equipment and access standpoint
• Provide basic support for common business applications (email, video conferencing, office software)
• Follow up with users to confirm issue resolution and ensure satisfaction
• Contribute to and help maintain the internal knowledge base of common issues and solutions

Field & Physical Installation Duties

• Assist with the installation, setup, and basic maintenance of security cameras and related surveillance equipment
• Assist with installation of network and low-voltage cabling, including running cable, mounting hardware, and basic wiring work
• Travel to different company locations as needed to support installations, equipment setup, and on-site troubleshooting
• Take initiative on hands-on physical tasks (mounting equipment, working in ceilings/closets, minor cable runs) — a willingness to "get your hands dirty" is essential

Schedule

Onsite Monday to Friday, 8:00 AM – 4:30 PM

Pay

$25/hr

Benefits

Health, vision, dental, life, AD&D, and 401k

Time Off

Paid vacation, sick leave, and 9 holidays

Requirements

• High school diploma or equivalent required; Associate's degree or coursework in IT, Computer Science, or related field preferred
• 0–1 year of experience in a help desk, customer service, or technical support role (internships count)
• Basic understanding of Windows and/or macOS operating systems
• Familiarity with common business software (Microsoft Office/Google Workspace, email clients)
• Strong communication skills and a customer-service mindset
• Ability to explain technical concepts to non-technical users in a clear, patient manner
• Strong problem-solving skills and attention to detail
• Ability to prioritize and manage multiple support tickets simultaneously
• Comfortable performing physical work such as installing cabling, mounting equipment, and working with tools
• Valid driver's license required; ability and willingness to travel to different company locations
• Ability to lift and move IT and installation equipment (up to 40 lbs), including working with ladders and in tight spaces (ceilings, closets, wiring runs)

Preferred

• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management)
• Basic knowledge of networking concepts (Wi-Fi, VPN, TCP/IP basics)
• Experience supporting Active Directory / Microsoft 365 environments

Salary Description

$25.00