Helpdesk Specialist (Hybrid - Portland Metro)

Native American Rehabilitation Assoc. of the NW•Portland, OR

4d•$28 - $32•Hybrid

About The Position

The Helpdesk Specialist serves as the first point of contact for technical support across multiple organizational locations. This position provides Tier 1 IT support for end users, including troubleshooting hardware, software, network connectivity, Microsoft 365 applications, printers, telecommunications equipment, and healthcare technology systems. The Helpdesk Specialist is responsible for resolving technical issues, managing support tickets, maintaining technology assets, and providing exceptional customer service to staff throughout the organization.

Requirements

Minimum of one (1) year of IT support experience in a business or domain-based network environment.
Experience providing technical support to end users in person, remotely, and over the phone.
Microsoft 365 and Microsoft Office applications and services.
Experience working within a Windows desktop and server environment.
Experience using ticketing systems and documenting technical support incidents.
Ability to work independently with minimal supervision.
Strong verbal, written, and interpersonal communication skills.
Strong organizational skills and attention to detail.
Demonstrated initiative and willingness to learn new technologies and systems.
Flexibility to work at multiple organizational locations and adjust priorities based on operational needs.
Available for after-hours special projects and emergencies.
Initiative to seek additional duties when work has been completed.
Valid Driver’s license and the ability to drive between office locations.
Must pass a pre-employment or for cause drug tests.
Must pass criminal background and DMV checks.

Nice To Haves

Experience supporting healthcare organizations or medical practices.
Athenahealth or other Electronic Health Record (EHR) systems.
Microsoft 365 cloud environments.
DHCP, DNS, Group Policy, and Windows Server administration.
CompTIA A+, Network+, Microsoft, or related industry certifications.
Experience working within the Native American/Alaska Native community.

Responsibilities

Provide Tier 1 technical support through the ticketing system, phone, Microsoft Teams, email, and in-person support.
Troubleshoot and resolve hardware, software, printer, telecommunications, network connectivity, and application-related issues.
Escalate complex issues to appropriate IT staff while maintaining ownership and communication with the end user.
Perform daily rounds and onsite visits as needed to support users and technology at organizational locations.
Support Microsoft 365 applications and services.
Provide support for electronic health record (EHR) systems and healthcare applications.
Build positive working relationships with staff while delivering outstanding customer service.
Demonstrate safe work practices and proper handling of equipment.
Document technical issues, troubleshooting steps, solutions, and procedures accurately within the helpdesk system.
Install, configure, deploy, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and peripherals.
Assist with workstation setups, employee onboarding, technology deployments, equipment replacements, and office moves.
Support emergency response and after-hours technical issues when necessary.
Works collaboratively, and maintains professional boundaries with clients, other NARA staff, team members, and treats everyone with respect and dignity at all times.
Performs other duties as assigned.