July 30, 2019

Information Technology Admin. Asst. and Help Desk - Level 3 - Federal Way, WA

The Washington Education Association is seeking applicants for the position listed above.  A job description is included on the following pages.  This position is available to internal and external applicants.

To be considered for this position the following documents are required:

  • Letter of interest/cover letter
  • A current résumé reflecting qualifications for this position
  • A signed WEA application form
  • A list of three (3) professional references (including names, contact information and relationship)

Washington Education Association application forms are required and can be accessed via the link provided at the end of this job description.  Submitting your application and related materials online is preferred.  Applications may also be obtained at the Washington Education Association located at 32032 Weyerhaeuser Way South, Federal Way, WA 98001, or by calling Human Resources at 1-800-622-3393 extension 7002.

The deadline for receipt of cover letter, résumé, signed application and references is on or before August 13, 2019.

If you have questions or need assistance, please contact Karen Knight at the email address or phone number shown below.

Washington Education Association
Attn:  Karen Knight, Human Resource Generalist
PO Box 9100
Federal Way, WA 98063-9100
PHONE: (253) 765-7002 (direct)
FAX: (253) 946-4726

The Washington Education Association is an equal employment opportunity employer.  It is the desire of the Washington Education Association to interview applicants from an applicant/interview pool that reflects the diversity of the greater community for each vacancy as it occurs.

Job Description -  Information Technology – Admin. Asst. and Help Desk - Level 3  (Federal Way, Washington)

Purpose: The Information Technology Administrative Assistant and Help Desk position is responsible for a wide range of responsibilities related to the support of the Information Technology Department and the resolution of technology issues and/or problems both in the Federal Way facility and remotely for field-based locations. 

Supervision: This technical position reports to the Director of Human Resources, Information Technology and Facilities and has the primary responsibility for administrative support duties supporting the IT department (and other departments as needed) as well as IT Help Desk duties.

Administrative support responsibilities and essential functions

  • Outstanding customer service, conflict resolution and communication skills in the context of administrative support
  • Budget development (in conjunction with the Director and other IT staff)
  • Maintain, monitor and assess adopted IT budget, including analysis of expenses, IT purchasing, and ensuring internal accounting controls
  • Reconcile cost center accounts
  • Track and monitor inventory in accordance with WEA accounting practices which includes fiscal year-end audits, inventory control and destruction, and related duties
  • Process invoices, purchase orders, and coordinate vendor interactions
  • Process vendor contracts for signature and ensure tax identification requirements are met as related to vendor payments
  • IT and/or vendor-related research as needed
  • Draft correspondence and messages using Microsoft Word
  • Use Excel and other data capture software to track IT metrics, data, and related information
  • Schedule meetings, trainings and other events as needed
  • Maintain office filing and electronic storage of critical documents in accordance with established retention practices
  • Perform accurate data entry
  • Order and maintain IT department supplies, including items related to technology stock
  • Assist in the coordination of field-based support needs in conjunction with field technicians
  • Develop and maintain cooperative working relationships with diverse groups of people

Help Desk responsibilities and essential functions

  • Must possess outstanding customer service, conflict resolution, and communication skills - including the ability to interact with end users with varying levels of comfort/expertise working with technology
  • Act as the first contact support person in the resolution of IT and telephone problems, including WEA systems, networks, applications, web and user desktop problems, telephone, and audio-video equipment
  • Accomplish installation, modification and maintenance of desktop computing and telephony related hardware and software; resolve problems and service requests from the HQ location
  • Create and maintain user accounts and email addresses in an Active Directory and Exchange environment
  • Create and maintain the processes and software to manage the help desk effectively and efficiently; the objective is to resolve IT problems on the initial call to the help desk if possible or as otherwise determined by the Director of IT
  • Implement and maintain processes and software to manage the help desk effectively and efficiently
  • Conduct the daily morning data center systems’ check and meet with available IT staff as appropriate
  • Coordinate problem management meetings to ensure that high priority problems are being handled expeditiously by the technical staff
  • May be involved in follow-up to ensure that problems and service requests routed to the technical staff for resolution are being handled within established service level guidelines 
  • Communicate status of high priority problem resolution to users on a timely basis
  • Coordinate the review process for planned changes to the production systems
  • Act as the advocate for user requirements by reaching out to the user community on an on-going basis
  • Track and evaluate problem histories to determine whether there are root causes that require permanent solutions
  • Provide the IT staff with pertinent information so they are aware of issues they must focus on and assist in prioritization of problem resolution
  • Train and advise customers (staff and governance) in the operation of WEA technology-related equipment and software
  • Perform and complete other related duties as requested by management

Minimum requirements

  • Two (2) years’ experience working in a fast-paced administrative environment, preferably within an IT setting
  • Two (2) years’ experience in installation and maintenance of computer related hardware and software
  • Two (2) years’ experience handling help desk related activities including design and implementation of help desk processes; experience working with help desk support software preferred
  • Must be Microsoft 365 Certified/Modern Desktop Administrator Associate, or obtain such certification within 3 months of starting the position; experience supporting web content management system issues
  • Experience supporting telephone system related issues
  • Possess analytical skills in identifying and assessing root causes of problems
  • Possess excellent interpersonal skills with a proven history of working well with diverse groups of people, including co-workers/peers, and customers
  • Must have or quickly develop appreciation of union values in the context of work WEA performs on behalf of its members
  • Must possess outstanding customer service skills and demonstrate those in the course of work
  • Possess excellent written and verbal communications skills; possess excellent judgment concerning the flow of information and communication within the department
  • Must be a team player - where support for accomplishing WEA goals and objectives is the top priority - rather than individual accomplishments
  • Ability to execute a plan and meet committed schedules/deadlines
  • Ability to work independently in a self-start mode and take the initiative to recommend changes to improve IT services
  • Must be willing to learn new skills in support of IT-related projects and goals; must be able to attend IT-related trainings both in and outside the state when required
  • Willingness and the ability to travel within the state on an occasional basis and overnight if necessary
  • Ability to lift up to 50 lbs. on a consistent basis; the ability to bend, crawl, or move items to resolve computer or telephone system issues
  • Ability to obtain a valid Washington State driver's license, possess a satisfactory driving record, and have a dependable automobile for Association travel; proof of automobile insurance with liability limits of at least $100,000/$300,000 required
  • Willingness and the ability to work overtime and/or weekends as needed

Salary and benefits

The Washington Education Association offers a highly competitive salary and benefit package which includes:

Salary range: $62,225 to $88,761/yr. (commensurate with experience)


  • Fully paid medical, dental, vision and life insurance benefits
  • Long-Term Disability
  • Generous paid time off provisions (PTO)
  • Defined Benefit and Defined Contribution retirement plans
  • Position covered by the WEA/WEASO Collective Bargaining Agreement

Application procedure and references

In order to be considered for this position, a completed and signed WEA application form including résumé, cover letter and a list of three (3) professional references must be received on or before August 13, 2019.

Applicants must provide the contact information for three (3) references that have professional knowledge of the applicant’s background and work experience.  This information must include name, current mailing and email addresses, telephone number(s), and relationship to applicant.  Use of the new online application process is encouraged.

Important Note:  When submitting your application materials online, select “Save as Draft” until you have all materials together and ready to be attached and uploaded – i.e., application, cover letter, resume and list of three professional references.  This will ensure your application materials remain together as a single submission. 

Online Application