IT Support Specialist - Redmond

This is an onsite position based out of Redmond, Oregon. Some travel around Central Oregon is required including monthly trips to Klamath Falls, Oregon. 

JOB SUMMARY: The IT Support Specialist provides frontline technical assistance to staff by troubleshooting hardware, software, and network issues. This entry-level position supports the organization’s IT infrastructure by assisting with basic system   administration, user account management, and device setup. The IT Support Specialist works under the guidance of the IT Support Coordinator to ensure efficient resolution of technical problems and a smooth user experience.

ESSENTIAL FUNCTIONS:

• Provide   first-level technical support to staff by responding to help desk tickets, emails, and phone inquiries.
• Troubleshoot and resolve basic hardware, software, and connectivity issues.
• Assist with the installation, configuration, and maintenance of workstations, peripherals, and office technology.
• Support users with password resets, account lockouts, and access issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex issues to IT Support Specialist II or other appropriate IT staff as needed.
• Assist in deploying and updating software applications and system patches.
• Perform routine maintenance tasks such as monitoring system performance, checking backups, and verifying security updates.
• Assist with inventory management of IT equipment and supplies.
• Maintain a high level of customer service and professionalism in all interactions.
• Support IT team initiatives and projects, as assigned.
• May be required to travel to other BestCare sites to perform related job functions;
• Other related duties as assigned.

ORGANIZATIONAL RESPONSIBILITIES:

• Performs work in alignment with BestCare’s mission, vision, values;
• Supports the organization’s commitment to equity, diversity, and inclusion by fostering a culture of open-mindedness, cultural awareness, compassion, and respect for all individuals; 
• Strives to meet annual Program/Department goals and supports the organization’s strategic goals;
• Adheres to the organization’s Code of Conduct, Business Ethics, Employee Handbook, and all other policies, procedures, and relevant compliance standards;
• Understands and maintains professionalism and confidentiality per HIPAA, 42 CFR, and Oregon Statutes;
• Attends required program/staff meetings and completes assigned training timely and satisfactorily;
• Ensures that any required certifications and/or licenses are kept current and renewed timely;
• Works independently as well as participates as a positive, collaborative team member;
• Performs other organizational duties as needed.

REQUIRED COMPETENCIES: Must have demonstrated competency or ability to attain competency for each of the following within a reasonable period:

• Basic knowledge of Windows and macOS operating systems, Microsoft Office 365, and common enterprise applications.
• High proficiency in MS Office 365 (Word, Excel, Outlook), databases, virtual meeting platforms, internet, and ability to learn new or updated software;
• Strong problem-solving and troubleshooting skills
• Knowledge of and skills in PCs/large networks;
• Excellent customer service skills and ability to communicate technical information clearly to non-technical users with a diverse population of staff;
• Basic understanding of networking concepts such as Wi-Fi, VPN, and IP addressing;
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Willingness to learn and develop technical skills through hands-on experience and training;
• Strong communication skills (oral and written);
• Demonstrated ability to communicate technical information to audiences of varied levels of technical knowledge and to provide quality service
• Strong prioritization skills, follow-through, and excellent attention to detail required;
• Ability to maintain strict confidence as required by HIPAA, 42 CFR, and Oregon Statutes;
• Ability to build and maintain positive relationships;
• Ability to manage conflict resolution and anger/fear/hostility/violence of others appropriately and effectively;
• Ability to work effectively and respectfully in a diverse, multi-cultural environment;
• Ability to work independently as well as participate as a positive, collaborative team member;
• Ability and willingness to travel between business locations as needed.

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE:

• High School Diploma (or equivalent) required

LICENSES AND CERTIFICATIONS:

• Must maintain a valid Oregon Driver License or ability to obtain one upon hire, and be insurable under the organization’s auto liability coverage policy (minimum 21 years of age and with no Type A violations in the past 3 years, or three (3) or more Type B   violations) and have a reliable vehicle with adequate insurance to travel as needed between BestCare locations

PREFERRED:

• College courses or certifications in IT a plus
• At least one (1) year of experience in IT support, help desk, or a related role preferred