Service Desk Associate

ABOUT US 

Inatai Foundation is a growing 501(c)(4) philanthropic organization committed to working with communities to shift the balance of power to ensure racial justice and equity across Washington and beyond. We are hiring an on-site Service Desk Associate to join our expanding team. 

Cultivating a staff team that embodies the diverse experiences of Washington communities is essential to these aspirations. We strongly and sincerely encourage applications from people of color; individuals who are immigrants, bilingual, and multicultural; d/Deaf people and people with disabilities; members of LGBTQIA+ and gender non-conforming communities; and people with other diverse backgrounds and lived experiences. 

Visit our About Us page to learn more about our work, approaches, and values. You may also browse our Join Inatai page to understand our hiring process, work culture, and benefits.  

POSITION SUMMARY

The Service Desk Associate provides technical support and assists the IT Director in managing Inatai’s technology infrastructure. This role will support remote team members and staff in multiple office locations. They will manage IT service desk operations and oversee A/V system functionality. The Service Desk Associate performs team member IT onboarding and offboarding tasks, troubleshoots team member technology issues, and performs basic M365 administration and network management. The Service Desk Associate will be a champion of the 50 Year Vision and work with their leadership to development processes that are in alignment with the Foundation’s goal of best-in-class racial justice.  The Service Desk Associate must demonstrate excellent customer service to our internal and external stakeholders. 

The Service Desk Associate provides day-to-day management of service desk operations, including managing IT service desk vendors and troubleshooting technology issues. Assists the IT Director with strategic initiatives.  

This is a full-time, exempt position. Inatai is proud to be a statewide organization and we know there are talented leaders everywhere in our state. As we grow and learn, we know that we are better partners to communities and more strategic grantmakers when we have team members rooted in place and bringing their lived and learned experiences to our work. We are prioritizing our search to Seattle as this is an on-site role. 

We currently have offices in Seattle and Pasco. Team members connected to an office are expected to work in the office. Team members may be permitted – with supervisor approval – to work remotely up to two days per week. Periodic early morning, evening, and weekend hours will be required, and statewide and regional travel should be expected. 

PRIMARY RESPONSIBILITIES

Serve as the primary point of contact for IT support, ensuring tickets, calls, and email support requests are resolved in a timely and professional manner 

• Monitor support tickets that come through from team members and ensure they are being addressed in a timely manner 

• Manage IT vendors, including M365 support providers and help desk/IT administration partners, ensuring service levels are met 

• Oversee desktop maintenance, software installations, updates, and system security compliance 

Support team members in onboarding, orientation, and ongoing training   

• Set up user accounts and licenses for organization-wide applications and programs  

• Prepare technology equipment for new team members 

• If team member is assigned to an office, set up in-office equipment  

• Conduct new team member tech orientation sessions   

• Create and/or lead technology-related trainings on an as-needed basis   

Manage IT infrastructure administration (with support from vendors) 

• Support M365 administration, including user account management, security settings, and collaboration tools 

• Perform basic office network maintenance and troubleshooting 

• Manage and support conference room A/V systems 

Manage budgeting, procurement, and inventory of technology equipment for foundation offices and team member workstations  

Other Duties 

• Ensure cohesive and integrated technology experience across all office locations  

• Guidance for A/V and technology set up for internal and external meetings and events 

• Perform other duties as assigned 

• Contribute one’s own ideas, perspectives, and lived experiences to the emerging culture of the Foundation 

• Assume other responsibilities and explore new opportunities that arise with the evolving needs and aspirations of the Foundation 

QUALIFICATIONS

Work experience 

• 3+ years of experience in IT support, service desk management, or a similar role. 

Specialized knowledge or technical skills needed 

• Strong customer service and communication skills, with the ability to support non-technical users.  

• Hands-on experience with Microsoft 365 administration, including user and security management.  

• Basic knowledge of network management (e.g., troubleshooting Wi-Fi, VPN, and firewall issues). 

• Proficiency with standard Microsoft tools (Outlook, Word, Excel, PowerPoint, Teams, and SharePoint) and Zoom 

• The ideal candidate will also have experience with Apple devices/device set up 

Other skills

• Ability to manage vendors   

• Ability to manage multiple work efforts at a time 

• Ability to be adaptive and flexible to changing technology landscape  

• Ability to be responsive to needs of team members and departments 

Additional qualifications

• A deep commitment to equity and racial justice, and strong alignment with our organizational values  

• Ability to authentically connect the Foundation’s mission and aspirations with one’s own personal experiences  

• Demonstrated ability to cultivate relationships and work effectively and respectfully with politically, ideologically, culturally, and geographically diverse people and communities  

• Approximately three-to-five years of experience with overseeing technology in an operational setting  

• Experience managing vendors and partners   

• Demonstrate a passion for excellence through sound judgment, solid decision making, and contingency planning  

• Ability to be self-directed, take ownership, and see projects to completion in a timely manner  

• Strong verbal, non-verbal, written communication skills, facilitation skills, and customer service orientation mindset  

• A desire to learn about the needs of communities across the state who are most impacted by structural inequities  

• An understanding of racism, ableism, sexism, and other forms of bias  

• Humility and curiosity, and an understanding of how these qualities are connected to success in this role  

• Demonstrated capacity for self-reflection  

• Enthusiasm for traveling throughout Washington and engaging with communities that may be different from your own (travel is estimated at 20-25% for this position) 

COMPENSATION

In addition to a positive and flexible work culture, we attract, retain, and motivate exceptional people with an equitable and competitive compensation package. Salary ranges are set according to an explicit compensation policy, and relevant data are reviewed when setting ranges for each position. The salary range for this position is $72,000 to $87,000. A compensation enhancement is provided to employees with indigenous or advanced language proficiency in more than one language that they utilize to advance the Foundation’s work across Washington.  

We offer a comprehensive benefits package that includes fully paid medical/dental/vision coverage for employees and dependent children (and partial coverage for partners and spouses), a 10% retirement contribution, generous time off (29 days of flexible paid time off, eight paid holidays, and a year-end office closure from December 25 to January 1), paid family and medical leave (12 to 18 weeks), a transit pass (where available), and support for ongoing professional development.  

TO APPLY

Please submit your resume and a cover letter expressing your specific interests through our online application portal. Priority will be given to applications submitted by Monday, May 5th, 2025. You will receive an automatic acknowledgment of your application once you submit your materials, and you can expect updates from the Foundation every two to three weeks once the priority deadline has passed. 

We are committed to creating conditions where all candidates are able to fully express their talents and potential and invite you to let us know if there are any accommodations that we can provide to support you in your pursuit of this role. 

Thank you for your interest in joining Inatai Foundation!