IT Field Support Specialist

Neighborhood House•Portland, OR

11h•$24 - $26•Hybrid

About The Position

This position provides technical support and manages the lifecycle of IT equipment, user access, and endpoint systems across the organization. Working closely with the Operations Team, this role ensures reliable day-to-day IT operations for approximately 120 employees in both in-office and remote environments. Responsibilities include endpoint provisioning, Microsoft 365 administration, troubleshooting hardware and software issues, and supporting onboarding and offboarding processes. This role also contributes to IT security practices, vendor coordination, and continuous improvement of IT services. This is a hybrid role requiring both remote support and regular on-site visits to multiple organizational locations.

Requirements

Proficiency in troubleshooting Windows operating systems and Microsoft 365 applications.
Strong knowledge of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, Exchange Online, and Entra ID.
Basic understanding of networking principles and troubleshooting connectivity.
Experience with endpoint/device management (e.g., Intune or similar MDM tools).
Strong problem-solving skills with the ability to communicate technical concepts to non-technical users.
Ability to prioritize and manage multiple support requests efficiently.
Ability to independently manage assigned IT functions with minimal supervision.
Ability to collaborate across departments.
Excellent interpersonal and communication skills.
Strong organizational and time management skills.
Ability to work independently and travel to multiple office or client locations as needed.
Customer-oriented mindset with a focus on providing quality support.
Demonstrated ability to identify opportunities for process improvement and recommend practical solutions.
Minimum of five years of experience in IT support, help desk, or customer support related role.
Experience with budgeting, purchasing, and asset management.

Nice To Haves

Microsoft 365 Certified: Modern Desktop Administrator Associate
CompTIA A+, Network+, or similar certifications

Responsibilities

Partner with department managers for annual equipment/software budgeting.
Purchase and configure/install all end user equipment/software.
Maintain inventory of IT assets and coordinate hardware/software upgrades and replacements.
Partner with the Finance Department to reconcile expenses and inventory.
Install, configure, and update software applications as needed.
Deploy, configure, and maintain Microsoft 365 services, including user accounts, mailboxes, and security groups via Microsoft Entra ID (formerly Azure AD).
Perform routine maintenance on IT equipment, including desktops, laptops, and network devices.
Perform user onboarding/offboarding processes, including device setup, M365 license assignments, and access provisioning.
Coordinate with HR on employee offboarding activities.
Provide on-site and remote support for desktops, laptops, mobile devices, printers, and other end-user hardware.
Train end users on IT support ticketing system.
Respond to IT support requests via ticketing system, Teams, email, phone, and in-person assistance.
Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, and printers.
Support, troubleshoot, and provide basic end user training to employees with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Educate users on best practices for security, software use, and data handling in Microsoft 365.
In partnership with Human Resources, provide end user orientation to all new hires.
Create, modify, and deactivate user accounts in Microsoft 365 and Active Directory.
Reset passwords and manage user access permissions.
Support multi-factor authentication (MFA) setup and troubleshooting.
Implement IT security best practices, including antivirus updates and software patching.
Train on and help enforce organization-wide IT policies and ensure compliance with security protocols.
Educate end users on phishing awareness and secure computing practices.
Monitor and report potential security incidents to senior leadership.
Partner with departments on Access Management in multiple SharePoint sites.
Support basic incident response activities (account compromise, phishing reports, suspicious activity).
Assist in enforcing Conditional Access and identity security controls.
Monitor security alerts and escalate appropriately.
Coordinate with external IT vendors and service providers.
Assist in evaluating and implementing new technologies.
Support small to large scale IT data projects.
Collaborate with the Operations team on special projects and IT improvements.
Document troubleshooting steps and maintain IT knowledge base articles.
Perform other IT-related duties as assigned.