Help Desk Technician I – End User Support

Allen Institute

Help Desk Technician providing Tier 1 support for Allen Institute’s scientific research environment across Windows, Mac, and Linux systems. Installing, troubleshooting, and maintaining end-user hardware, software, peripherals, and meeting technology.

Posted 8/5/2026full-timeSeattle • Washington • 🇺🇸 United StatesJunior💰 $54,250 - $66,450 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Tier 1 Help Desk support across Windows, Mac, and Linux environments, with a strong focus on troubleshooting, customer service, and effective communication. Proficient in managing IT hardware and software assets, supporting audio/visual equipment, and adhering to standard operating procedures.

Highest-signal resume keywords

Tier 1 Help Desk SupportWindows, Mac, And Linux EnvironmentsOffice 365 SuiteTroubleshootingCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Help Desk SupportTroubleshootingReimaging WorkstationsOperating System Deployment ToolsAudio/Visual Equipment SupportIT Knowledge BasesTicketing SystemsHardware InstallationSoftware InstallationAsset Inventory Management

Soft Skills

Excellent CommunicationRelationship BuildingCustomer Service

Tools & Technologies

Office 365WindowsMacLinuxAudio/Visual Equipment

Certifications & Qualifications

Bachelor's DegreeRelevant Certificate

Industry Keywords

End User SupportIncident EscalationKey Performance IndicatorsMove/Add/Change DutiesOnsite Support

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Provide timely Tier 1 Help Desk support for Windows, Mac, and Linux environments
Follow procedures for incident escalation and notification to leadership
Follow End User Support Standard Operating Procedures
Support key performance indicators including performance, availability, and capacity
Install, configure, and support hardware, software, and peripherals
Assist with audio/visual equipment support using a third-party service provider
Perform IT-related Move/Add/Change duties for onsite employees
Set up, support, and break down large institute meetings, including audio/visual equipment
Keep abreast of emerging technologies
Track IT hardware and software asset inventory
Assist in procuring IT hardware and software
Balance daily assignments with long-term projects
Develop relationships with internal customers, vendors, affiliates, and peers
Answer questions and resolve computer problems in person, by telephone, or electronically
Assist users with computer hardware and software, printing, installation, office products, and electronic messaging

Requirements

What you’ll need

Bachelor's degree, relevant certificate, or extensive on-the-job training
Preferred bachelor's degree in Computer Science or an IT-related field
1–2 years of experience supporting computing resources
Working experience with Office 365 suite and toolsets
Working experience with Windows and Mac computing resources
Experience with IT knowledge bases and ticketing systems
Experience reimaging workstations using operating system deployment tools
Strong troubleshooting and customer service background
Excellent communication skills
Ability to provide Tier 1 support for Windows, Mac, and Linux environments
Ability to support rotating evening and weekend on-call coverage
Ability to work onsite for the majority of working hours
Ability to lift up to 30 pounds occasionally, push/pull up to 50 pounds, and perform stooping, bending, crouching, reaching, or climbing ladders

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Basic life insurance
401(k) plan
Paid time off
Limited flexibility to work remotely
Reasonable accommodations for qualified individuals with disabilities
Equal employment opportunity