Help Desk Specialist

Help Desk Specialist

Portland, OR, US

5 days ago Requisition

Salary Range: $32.21 - $33.18 Hourly

We are hiring a new help desk technician that will be an integral part of the team, supported by the virtual tech bar. This Help Desk Specialist will provide technical support to both local and remote users across the organization. The role requires 3–5 years of help desk experience and proficiency with Adobe products at an administrative level, as well as familiarity with FTP, Office 365, Active Directory, Entra, Intune, Jamf, password management systems, and multi-factor authentication.

The ideal candidate will also have a positive attitude to support users during stressful technical issues.

This Help Desk Specialist provides support to local and remote users of OPB’s technological assets. Candidate will be responsible for onboarding and off-boarding users, ordering computer equipment and peripherals and managing user software licenses as well as providing consistent support for user issues via a ticketing system, email and messaging applications. Candidate should demonstrate organization by prioritizing issues with help from leadership as well as creating documentation for basic processes to support other members of the technology team.

85% Provide Technological support to OPB staff

• Troubleshoot and resolve computer and network problems.
• Respond to requests for assistance. Install and configure hardware and software.
• Coordinate hardware repairs with outside vendors.
• Responsible for onboarding and off-boarding users and equipment.
• Plan and implement new technology initiatives for users.
• Enable OPB employees and volunteers to use OPB's information technology more effectively and efficiently.
• Provide timely updates to stakeholders.
• Track all support requests in an appropriate manner.
• Work with senior IT staff to create solutions for OPB.

10% Track all internal computing assets including software licenses, and hardware

Hybrid work environment. The position may require lifting, carrying, crawling or bending in order to perform duties in connection with installation, maintenance and repair of computer equipment. Job requires manual dexterity, ability to use hands to manipulate tools and equipment. Special vision requirements include close-up view of hardware and parts, and the ability to switch focus. May require after-hours on-call availability and equipment installation.

• Two years of experience providing user support.
• People centered approach to engaging with OPB staff while resolving technical issues.
• Ability to communicate effectively with staff across the organization.
• Ability to leverage the skills of colleagues to solve complex problems where appropriate.
• Experience setting up, installing, troubleshooting, repairing and upgrading Windows workstations.
• Experience with local area networks and workstation configuration.
• Basic experience with Office 365/Exchange and Active Directory.
• Experience training users in the use of computer systems and software.
• Ability to establish and maintain effective working relationships. Ability to multi-task, follow instructions and respond to continually shifting priorities in a positive, helpful manner.

• Experience managing Windows Workstations in a business environment.
• Working knowledge of audio/video hardware and software a plus.
• Experience working with vendors as an extension of the OPB team.
• Experience with basic Imaging, software packaging and deployment (SCCM, Intune, MDT).
• Experience working within a ticketing system to support an organization.
• Basic knowledge of IT security practices.

• This position reports to the IT Manager
• This is an hourly, non-exempt role, represented by SEIU, $32.21 - $33.18 / hour.