IT Help Desk

Multnomah County•Portland, OR

2d•$40 - $50•Hybrid

About The Position

Multnomah County’s Department of County Assets (DCA) Information Technology Division is seeking a Help Desk Specialist to join their supportive IT Help Desk and Operations team. As the frontline IT Help Desk contact for County employees, this position will troubleshoot hardware, software, VPN, and network issues via phone and email. The role involves using tools like Active Directory, SCCM, and remote software to resolve 65–70% of requests on first contact and escalating complex issues when needed. The position is full-time, hourly, union-represented (AFSCME Local 88), and eligible for overtime. The work location is 501 SE Hawthorne Blvd., Portland, OR 97214. This position is primarily designated as routine telework, with options for hybrid or full in-office schedules tailored to the candidate's needs, though daily on-site presence is required during a 2-month training period. All employees must reside in Oregon or Washington. The county is unable to sponsor work visas.

Requirements

Associate's Degree, or equivalent years of experience.
3 years of customer service experience delivering professional, and culturally inclusive support.
Demonstrated experience troubleshooting Tier 1 & Tier 2 technical issues across laptops, mobile devices, software, VPNs, printers, and network connections.
REQUIRED cover letter expanding on your resume that describes why you are interested in this position and how you meet the minimum qualifications.
REQUIRED completed online application.
REQUIRED resume covering your relevant experience and education. Please include employer names, locations, employment dates, job titles, and a brief summary of responsibilities for each position.

Nice To Haves

Experience using call tracking and service management systems such as ServiceNow.
Experience resolving technical issues using Active Directory, System Center Configuration Manager (SCCM), or remote support tools.
Experience drafting or updating technical Knowledge Base (KB) articles and standard operating procedures.

Responsibilities

Provide prompt, accurate, and empathetic technical assistance to County staff from all cultural backgrounds.
Resolve broad-scale software, hardware, and network issues for Tier 1 and Tier 2 issues following established Knowledge Base articles and standard operating procedures.
Ensure high-quality ticket documentation in the County’s call tracking system (ServiceNow), accurately categorizing issues and capturing detailed work logs.
Stay up to date on emerging technology trends and system changes, contribute to Knowledge Base articles, and collaborate on team quality-improvement projects.
Troubleshoot hardware, software, VPN, and network issues via phone and email.
Resolve 65–70% of requests on first contact and escalate complex issues when needed.