IT Support Technician (Part-Time

Position Title:

IT Support Technician (Part Time)

Location:

Hillsboro, Oregon

Pioneer Utility Resources, Inc. is a communications cooperative delivering innovative solutions to utilities since 1954. As a non-profit cooperative of our members, we strive to bring connection, communication, and comfort to largely rural communities. We do this with storytelling through print and digital channels, energy efficiency program management, direct installation of energy efficiency products, and energy industry reporting.

The IT Support Technician position is scheduled to work approximately 18-20 hours per week, primarily during regular business hours. Work will be performed at the company’s offices in Hillsboro, Oregon.

The position’s primary duty is to provide excellent remote and in-person desktop and applications user support for approximately 120 colleagues via our ticketing system. Additional duties (as capacity allows) is likely to include procuring, configuring, provisioning and inventorying PCs and Macs; performing routine maintenance; maintaining organized documentation; and carrying out other user, network, or hosted platform tasks as assigned by the Director of IT.

Future scope of work, as the position advances, may include improving usability and leveraging tools for new purposes; participating in projects such as system reconfiguration or hardware replacements; researching and streamlining tool application for users; providing technical training to users; assisting with development or delivery of training presentations; installing patches and upgrades; and more.

• Are looking for a part-time position that will grow your IT skillset under excellent mentorship.
• Enjoy in-person work, but also do well providing support to remote users.
• Appreciate a wide variety of tasks within your workday.
• Like to “push through” multiple approaches to a challenge until a solution is found.
• Gain satisfaction from serving others – and checking an open ticket “Done!” with a trail left behind to expedite future similar resolutions.

• Require full-time work with a single employer in the near term.
• Are looking to specialize ASAP in a single area of IT support work (e.g., networking, cybersecurity or software engineering).
• Dislike using videochat to connect with colleagues and conduct remote support sessions.
• Tend to raise the white flag and pass a ticket on to others when you encounter a modest obstacle.

• Address user tickets regarding hardware, software and networking
• Acquire desktop hardware from approved sources in accordance with user roles and needs
• Provide desktop hardware configuration and remote desktop support
• Remote and local support installing applications and computer peripherals
• Customize desktop applications to meet user needs
• Document technical issues and solutions
• Direct unresolved issues to the next level of support personnel
• Follow up with users to ensure their systems are functional
• Document thoroughly each ticket resolution and user hardware/software request
• Help create technical documentation and manuals
• Support and understand Pioneer’s primary and secondary systems (including , Dropbox, Quickbase, Slack, Zapier, Front, Microsoft 365, Adobe Creative Cloud, Sharp Spring, Page Proof, Canva, Quotient, Mailchimp, Certify, Accounting Seed, Sharefile, Password Management Applications, etc.)
• Maintain availability by phone, chat or text during scheduled working hours to support critical IT occurrences
• Other IT-related duties as assigned

• None

• Demonstrates ability to support technology users with promptness and positivity
• Familiarity with IT ticketing support best practices
• Understanding of troubleshooting to ask targeted questions to diagnose problems
• Ability to guide users with simple, step-by-step instructions
• Familiarity in conducting remote troubleshooting
• Motivation to test alternative pathways until you resolve an issue
• Adaptability to learn new platforms and technologies
• A penchant for problem-solving, project work and organized documentation
• Exceptional attention to detail
• Ability to manage…