Help Desk Technician
KCTS 9 - Seattle, WA

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Purpose: Support users and leverage information technology and telecommunications systems and applications to advance KCTS 9’s operations to reach more people, build a great organization and increase our impact on the community

Division: Administration

Department: Information Technology

Reports to: Technology Director

Status: Regular, Full-Time, Non-Exempt


I. Support Users

Prepare, set up, and maintain computers, peripherals and communications equipment for end users

Administer user accounts on the network

Diagnose and resolve hardware and software problems

Purchase and maintain records for approved IT hardware, software, support and service

Provide remote and on-site IT support for Channel 9 Store, PCPTA, KYVE, 9 Media Lab and pledge drives

II. Manage

Develop documentation and training materials

Maintain computer and hardware inventory

Control access to system stored information

Ensure computer systems meet security compliance

Ensure software license compliance

III. Collaborate

Monitor incoming requests for IT support; provide technical support and guidance to users

Assess individual user skills and respond to requests for assistance and problem resolution

Train staff, interns and volunteers in use of station computer and telecommunication resources

Participate in the development and application of IT policies, procedures and budgets

Coordinate with vendors and others

Participate in special projects to monitor, maintain and improve network systems

Backup and support other IT staff members as needed


Adaptability/ Flexibility/ Change Management

Ethics and Integrity

Initiative/Action Orientation

Job Knowledge/ Technical Skills

Judgment and Problem Solving


1. Bachelors Degree or equivalent experience required

2. Two years’ experience working in a fast-paced IT business environment providing desktop and network support, including face-to-face customer service, required

3. Demonstrated experience with the following required:
Building PC’s from scratch including installing and configuring hardware, operating systems, drivers and applications

Configuring and supporting computers and systems for LAN, WAN and VPN access

Maintaining network security on computers, peripherals and network equipment

Troubleshooting and successfully resolving hardware, software and network issues

Supporting and administering Active Directory environments with Windows, Linux and Macintosh servers and desktops

Supporting and administering Microsoft Exchange, SQL Server, MySQL and SharePoint

Administering secure WAN environments including firewalls, network switches, VPN equipment and wireless network equipment

Supporting Microsoft desktop applications including current and past versions of the Office suite

Supporting a variety of network database-driven business applications

Supporting VOIP and mobile telecommunications devices and systems

Network monitoring tools

4. Working knowledge of Linux administration (including command-line) and network protocols required

5. Experience with the following preferred:
Symantec EndPoint Protection

Symantec Backup Exec

Sonicwall LAN and WAN equipment

Symantec Ghost

Debian/Ubuntu and Redhat Linux distributions

Website content management systems including Drupal

Network applications: Microsoft Dynamics SL, ProTrack, Contract Advantage, Mail Order Manager, ScheduALL

Amazon Web Services administration

6. Experience working in the media industry preferred

7. Ability and carry 30 pounds unassisted

8. Ability to climb, twist, bend, kneel, crawl and reach above head as required

9. Ability to sit and type on a keyboard for long periods of time

10. Knowledge of and ability to use a variety of hand tools to support IT

11. Ability to work in noisy, cold environment periodically

12. Ability to work some evenings, weekends, holidays and on-call shifts

13. Ability to travel to remote sites periodically including Canada

14. Regularly report to work as scheduled

15. Work independently and collaboratively to accomplish responsibilities, goals and projects

16. Follow company policies and procedures

17. Model and promote KCTS 9’s Core Competencies and Values

18. Organize time, materials, and information for efficient access and use

19. Maintain records and confidentiality appropriately

20. Exhibit good communication skills through effective writing, speaking and listening

21. Interact positively with people at all levels of the organization

22. Adapt performance as priorities and circumstances change