IT Support Technician

Please submit a cover letter explaining why you applied for this role, and how you are a great fit for it. This is your opportunity to tell us what the resume cannot tell us!
 
 Lines for Life Job Description 

Position Title: IT Support Technician

Location: Portland, OR (full-time in office)

Status: Full-time/Non-Exempt. 40 hours per week, Mondays through Fridays, on call support rotation, and will require occasional work on evenings and weekends. and holidays when there are urgent IT issues.

Reports To:  Director of I.T. and Operations 

Compensation: $23.43 - $25.29/hr plus health, dental, vision insurance, short- and long-term disability, life insurance premiums; a matching 401K plan; a flexible spending plan; access to professional development funds, PSLF repayment; an employee assistance program; and a free fitbit.

Do you build your own PC’s for fun? Did you support others with their tech in school? Are you the family IT person? Have you thought about a career in IT, but every job requires at least 2 years of experience? Are you patient when helping the same person remember how to check their audio settings on their PC for the third time? Read on, and if you feel you are a good fit, then please apply!

About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help.

IT Support Technician Position Overview: We need an IT Support Technician to join our IT team and support our local and distributed employees and volunteers with the technology required to do their important work. You will support the full spectrum of the technology stack as part of a small IT team. You will be trained by an experienced IT Team and the Director of IT. We are passionate about customer service, and our customer community is full of dedicated professionals making this world a better place.

The IT Support Technician, under direct supervision, installs, maintains, tests, and repairs client computing systems. This position performs a variety of maintenance, software installation, end-user support, and training to ensure end-user workstations and network performance meet company and user requirements. This role also provides support to staff on all company-supported applications, utilizing basic technical knowledge to support IT initiatives, and provides first-level technical support. Troubleshoots computer problems, determines the source, and advises on appropriate action. Performs responsibilities in accordance with all company standards, policies, and procedures.
 
As an IT Support Technician you will play a crucial role in providing technical support to end-users. 

IT Support Technician Responsibilities:

• Demonstrate the culture of Lines for Life by modeling behavior that supports the organization’s goals and philosophies. 
• Responding to end-users' inquiries regarding technology issues, including incident recognition, research, isolation, and follow-up steps. 
• Assists with the installation, configuration, and maintenance of computers and related equipment and devices (remotely and in person).
• Troubleshooting and problem solving for client hardware, software, cloud hosted applications, servers, and networks.
• Identifying and responding to cybersecurity incidents per documented team processes.
• Recommending systems modifications/configurations to reduce end user problems.
• Providing IT-related employee communications and delivering training/presentations on various aspects of technology and its application in the company. 
• Creating documentation and knowledgebase articles to enhance support efficiency.  
• Participating in after-hours on-call support rotation and performing additional responsibilities as requested or assigned.
• Manage, track, and resolve help desk user tickets for all issues.
• Provide individual instruction and/or training to users on new or updated technologies.  
• Assists with tracking inventory levels of equipment and materials using our asset management database.
• Document issues and solutions, and escalate the issues to external support from vendors as needed. 
• Perform root cause analyses on technical issues and design solutions that prevent problems from recurring. 
• Travel to on-site locations for end user support or new office set up as necessary.
• Identify, attend, and successfully complete at least two professional development offerings per year with approval from a supervisor. These will be subsidized by the organization based on the extracurricular professional development reimbursement policy, and the maximum amount available in the budget may vary by fiscal year.
• Perform other duties as assigned. 

IT Support Technician Qualifications, Education, and Experience:

• Ability to work under pressure. Patience and a sense of humor are helpful with team morale.
• High school diploma or GED.
• Higher education and/or experience that is directly related to the duties and responsibilities specified is helpful.
• Knowledge and curiosity about computer systems is necessary to be successful in the role.
• Previous helpdesk experience is helpful.
• Ability to communicate technical information to nontechnical personnel. Excellent written and oral communication, listening, and interpersonal skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to solve problems and deal with variables in situations where only limited standardization exists. 
• Ability to interpret a variety of instructions provided in written, oral, diagram, or schedule form. 
• Ability to analyze and resolve basic problems, specific to technology and computers.
• Knowledge of computers, networking, voice over IP phone systems, security systems, applications, procedures, and techniques. Ability to identify, troubleshoot, and resolve computer system malfunctions. 
• Time management, analytical, and organizational skills. Ability to prioritize multiple projects and meet deadlines. 
• Ability to learn new systems and applications.

Helpful Experience may include some of the following: *

• User account administration in Active Directory and Microsoft Entra
• Microsoft Office 365, Exchange, Teams, Entra, and InTune
• Desktop computers, mobile devices, and virtual desktop technology
• Cybersecurity best practices
• Zoom Meeting Application and Zoom Rooms
• Providing on the phone and in-person technical support
• LAN, WAN, VoIP system technologies
• Knowledge about HIPAA compliance and IT security best practices
• ITIL concepts and practices

 *  You will learn about all of these in the role.

IT Support Technician Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, walk, use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move more than 75 pounds.

IT Support Technician Schedule: This position will typically work 40 hours per week, Mondays through Fridays, participate in on-call rotation, and will require occasional work on evenings and weekends. and holidays when there are urgent IT issues. This position is expected to regularly work 5 days per week in the Portland office. This position may also be required to travel to the Bend office or travel for other special events to provide on-site technical assistance.

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. 

EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.

All Lines for Life employees must be approved to work by the Oregon Department of Human Services’ Background Check Unit. Background checks are completed after a conditional offer of employment has been extended.