IT SUPPORT SPECIALIST

J.H Kelly • Portland, OR

38d • $23 - $30 • Onsite

About The Position

At JH Kelly, we're seeking a friendly, customer-focused IT Support Specialist to join our IT team and provide timely, effective technical support to our employees across offices and jobsites. This is a primarily on-site role based in our Milwaukie, OR location, with the ability to travel occasionally to our other office locations as needed. If you're energized by troubleshooting issues, creating helpful resources, and thriving in a collaborative environment, this is your opportunity to make an impact with a legacy construction leader.

About Us
Celebrating over a century of excellence, JH Kelly is a fourth-generation, family-owned construction powerhouse known for tackling complex commercial and heavy industrial projects. With offices in Vancouver, Longview, Seattle, Bellingham, WA, and Milwaukie, OR, we're an industry leader fueled by an award-winning team committed to safety, quality, and a dynamic, tight-knit culture. Learn more about our story at www.jhkelly.com

Who We're Looking For
We're searching for a proactive, patient professional with strong communication skills who enjoys helping users of all technical levels. You're organized, detail-oriented, and adept at structured troubleshooting while knowing when to escalate.

What You'll Do
The IT Support Specialist is an entry-level, on-site service desk role responsible for providing friendly, timely support to JH Kelly employees through phone calls and help desk tickets. This position resolves common day-to-day issues for Windows workstations/laptops, mobile devices, Microsoft 365 collaboration tools, and standard peripherals; documents work in the ticketing system; and escalates more complex problems to senior IT team members. The role also contributes to self-service documentation and basic user training resources to improve technology adoption and reduce repeat issues.

Pay Range: $23-$30 per hour (DOE), FLSA non-exempt (overtime eligible).

Requirements

• Minimum of 1-2 years of experience providing Information Technology support, help desk, or a customer service role involving technical troubleshooting and phone support.
• Experience using a ticketing system or willingness to learn; ability to clearly document work performed and communicate status updates to users.
• Basic familiarity with Windows and standard business applications (or demonstrated ability to learn quickly with coaching and documentation).
• Experience creating self-help as well as instructor-led training materials in various formats.
• High school diploma or GED required.
• Professional, friendly phone and in-person communication; able to ask good questions, de-escalate issues, and set clear expectations.
• Structured troubleshooting approach and ability to follow standard procedures/knowledge base articles; knows when to escalate.
• Strong written communication and documentation skills for ticket updates, troubleshooting notes, and knowledge base contributions.
• Excellent time management and prioritization; able to handle multiple tickets and calls while meeting response targets.
• Collaborative and dependable; works effectively with an on-site team and remote IT teammates.
• Strong customer service mindset; patient and supportive with users of varying technical skill levels.
• Ability to work on-site and travel to job sites or other offices as required by business needs.
• This office position requires the ability to sit for extended periods while working at a computer. Candidates must have the ability to perform repetitive tasks such as typing and using a mouse. Occasional standing, walking, bending, and reaching are necessary. The role also requires good manual dexterity and hand-eye coordination for handling office equipment weighing up to 20 pounds. The ability to communicate clearly and effectively, both verbally and in writing, is essential. The physical requirements 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 essential functions.

Nice To Haves

• Experience supporting Microsoft 365 (Teams, OneDrive, SharePoint, Outlook) and Windows 10/11 in a business environment.
• Familiarity with remote support tools and/or endpoint management/deployment tools (e.g., Intune, PDQ, Autopilot, Jamf) is a plus.
• Associate degree, relevant coursework, or equivalent training/certification(s) (e.g., CompTIA A+, ITIL Foundation, Microsoft MS-900).

Responsibilities

• Answer and triage inbound IT support phone calls; create and update help desk tickets, gather required details, and set clear expectations with users.
• Provide walk-up and in-person support for employees in the office; coordinate with remote team members for escalations and advanced troubleshooting.
• Resolve common Tier 1 issues by following standard procedures and knowledge base articles (e.g., account/password issues, MFA support, email/Teams, printing, basic VPN/WiFi connectivity, and workstation troubleshooting).
• Use approved remote support tools to assist employees at other offices and jobsites while working on-site; escalate complex issues to senior IT staff and vendors as needed.
• Manage work through the ticketing system: categorize and prioritize requests, document troubleshooting steps and outcomes, communicate updates, and meet team service targets (SLAs/response goals).
• Support onboarding/offboarding tasks as assigned (basic device setup, standard software installs, and account access requests following approved processes).
• Install, configure, and maintain peripherals, including printers, monitors, docks, cameras, and conference room A/V systems; coordinate vendor support as needed.
• Assist with device provisioning, imaging, deployment, and replacement activities; support basic asset tracking and lifecycle processes.
• Create and maintain self-service documentation such as knowledge base articles, quick-reference guides, and short how-to resources for everyday IT tasks and internal applications.
• Assist with basic user training (remote and on-site) as needed, including new user orientation on standard tools (e.g., Microsoft 365, MFA, printing, and access processes).
• Partner with the IT team to identify common issues and improve documentation, workflows, and communication to reduce repeat tickets.
• Document recurring problems and recommended fixes; contribute to continuous improvement of support processes and knowledge base quality.
• Follow IT policies, change procedures, and security best practices (e.g., MFA, least privilege, data handling).
• Identify and promptly report suspected security incidents, policy violations, or high-risk issues to the appropriate IT leadership.
• Maintain professionalism, clear communication, and a customer-service mindset when supporting employees in the office and field.
• Follow any other instructions and perform any other duties requested by the supervisor.

Benefits

• Comprehensive Medical/Vision/Rx - Dental/Ortho Coverage: JH Kelly pays 87.5% of total premiums.
• Paid Vacation and Holidays: Generous PTO model to support work-life balance.
• 401K: 50% company match on the first 6% of employee contributions.
• Life Insurance, AD&D, STD & LTD: Paid 100% by JH Kelly.
• Annual Performance Bonuses: Opportunity for additional compensation based on performance.
• Profit Sharing: Participate in JH Kelly's profit-sharing program. Averaging 9% of total compensation for the past 10 years.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED