IT Support Specialist

Portland Japanese Garden – a 501(c)(3) non-profit in Portland, Oregon – is hiring for an IT Support Specialist, who is responsible for providing proactive and reactive, hands-on technology maintenance and troubleshooting as well as fulfilling IT support requests for all departments campus-wide. The IT Support Specialists report directly to the IT Manager and work at the Garden’s primary campus, located at 611 SW Kingston Ave.

Primary Duties 

• Respond to IT support requests providing excellent service to all staff members with a strong sense of urgency and exceptional communication
• Assist IT Leadership with the procurement and inventorying of hardware and software throughout the organization
• Onboarding and termination of Garden staff including creating/deleting accounts
• Document all work and account in ticketing system
• Produce knowledgebase articles and other how-to guides
• Monitor fulfillment of service contracts for IT Support vendors, software subscriptions, ISPs, and other technical service providers
• Maintain a well-organized file and storage system to ensure organizational efficiency
• Partner with IT Leadership to execute the IT Strategic Plan
• Assist in the maintenance of technology systems across the entire organization including satellite offices
• Provide support for audio-video systems
• Understand and follow all security SOPs to keep the organization safe from infiltration
• Maintain and assist colleagues with SQL-based and cloud hosted CRM and POS software
• Proactively communicate with staff when IT work will impact productivity
• Exhibit exemplary customer service skills and possess a strong desire to serve others
• Other duties as assigned

Other Responsibilities 

• Familiarize oneself with the organization and the Employee Handbook
• Get to know fellow staff members, developing trust, establishing credibility, encouraging teamwork, and creating an atmosphere of open, honest, two-way communication 
• Serve as a role model for Garden volunteers, providing support and encouragement to volunteers in their roles across the Garden
• Maintain a high level of professionalism in manner and appearance
• Adhere to Garden Dress Code
• Adhere to safe working practices

Qualifications

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the position, and that candidate may be one who comes from a less traditional background. If you are interested in applying, we encourage you to think broadly about your background and qualifications for this role.

• Minimum five years of IT support or related experience
• Demonstrated technical abilities in Microsoft Windows environments
• Familiarity with Microsoft 365
• Additional skills preferred:
  • Microsoft server, wireless management (e.g. Ubiquiti), Hyper-V, hosted SQL Server database management, PDX/VoIP, POS software, IIS/Web Hosting, API programming, PHP, Tessitura
  • Willingness and strong desire to learn and help build solutions for onsite needs
  • Self-motivated
  • Some post-secondary education required, with a college degree in IT preferred
  • Valid driver’s license

Special Requirements

• Ability to work independently and exhibit initiative to solve problems
• Ability to handle multiple demands and shifting task priorities while maintaining a positive attitude
• Ability to recognize when a task requires additional help and ask for it
• Ability to repeatedly lift 50 pounds and maneuver heavy items
• Ability to occasionally work at heights (willingness to climb and work on ladders)
• Knowledge of and manual dexterity with relevant tools for installation and/or maintenance
• Ability to occasionally work garden events and special hours when needed
• Clear communication skills, both verbal and written
• Friendliness and possess an intense desire to help others
• Attention to detail and willingness to take the extra step to do an excellent job

Compensation & Schedule

• Wage: $24.00 - $25.00, commensurate with experience
• This is a full-time, hourly position with 40 hours per week, Tuesday - Saturday.
• Benefits:
  • health, dental, and vision insurance (premium 100% covered for employees), with partial deductible reimbursement
  • 401k plan (after 6 months, with 4% employer match after 1 year)
  • flexible spending accounts for medical and dependent care expenses
  • paid time off:
    • vacation: 2 weeks per calendar year to start, with regular increases
    • wellness: 10 days per calendar year
    • holidays: 10 holidays per year
  • free access to the Employee Assistance Program (EAP)

Transportation

The Garden is located at 611 SW Kingston Avenue, in Washington Park. Below are the transportation options for staff commuting to the Garden:

• Parking: Staff may park in the numbered spaces throughout Washington Park, which require payment. Additionally, staff may request parking permits from Washington Park. The Garden subsidizes a portion of the cost for parking permits; the cost for staff is $75 during the high season (March – September) and $50 during the low season (October – February).
• Bus Passes: For staff who take public transit as their primary means of commuting to the Garden, we provide paid bus passes. Full-time staff receive a monthly TriMet pass, and part-time staff receive daily passes, based on their work schedule.
• Transportation Stipend: Staff who take any form of alternative transit to get to work qualify for a $5 daily stipend. This includes taking public transit, walking, biking, carpooling, or getting dropped off. The only staff who do not qualify for the stipend are those who are receiving a bus pass through the Garden.

Applications

To apply, please submit a resume, cover letter, and three work-related references. Incomplete applications will not be considered. Please no phone calls or hand delivered applications. Applications will be accepted until the position is filled.

All submitted applications will be held in confidence.

We encourage all potential applicants to watch our video entitled “Come to Understand: Welcome to Portland Japanese Garden” (5:56 minutes).