IT Support Technician

Northwest Portland Area Indian Health Board•Portland, OR

11d•Hybrid

About The Position

The IT Support Technician (ITST) is responsible for troubleshooting information systems issues for the Northwest Portland Area Indian Health Board (NPAIHB) information technology environment. The ITST is responsible for assisting the Network Administrator, IT Systems Analyst and the IT Director in the support of the information technology environment at NPAIHB. This support includes troubleshooting and responding to Help Desk support calls and tickets. The purpose of the position is to provide first level technical support and triage for the information systems used by NPAIHB and tribes of the Northwest. The ITST reports to the Director of Operations. This scope of work is housed within the Administrative Division. This position is based at NPAIHB’s offices in Portland, Oregon. Local travel and/or overnight travel outside of the area is required approximately 10% of the time.

Requirements

Associates Degree; currently enrolled in college level courses in information systems or a related field; or certified in Information Technology
A minimum of two years of demonstrated experience in IT may serve as an acceptable substitute for education requirement
Two (2) years of experience in Information Technology
Experience with Microsoft Office installation, configurations, and troubleshooting
Must be able to demonstrate proficient knowledge of information systems and cloud computing technology
Must be willing to configure, ship, transport, and receive computer equipment
A minimum of one year of experience in computing and network troubleshooting
Strong PC and related hardware/software installation and troubleshooting skills
Excellent writing and presentation skills
Strong interpersonal communication skills and ability to work with a variety of staff
Must be able to effectively communicate information technology terms and concepts to non-IT/ n on-tech savvy persons
Demonstrated knowledge, discretion, tact, judgment, and overall ability in working effectively with federal, Tribal, and other professionals, and facilitating participation and partnership in the activities of the Administrative Division
Proficiency with computer applications (specifically Word, Excel, PowerPoint, and other Microsoft Office Suite programs)
Excellent interpersonal skills
Must be sensitive to cross-cultural differences, and able to work effectively within their context.
Ability to work with minimal supervision, exercise initiative, and make independent decisions and recommendations
Ability to complete tasks in a timely and accurate manner
Must have a valid driver’s license, and use of a personal vehicle. Employees are required to carry liability insurance

Nice To Haves

Experience with remote troubleshooting and cloud-based software
CompTIA A+, Security+, Network+, Cloud+, ITIL Foundations, Google IT Support, Microsoft Fundamentals, AWS Cloud Practitioner
Smartphone and wireless network troubleshooting
Experience with Apple products
Experience in imaging computing devices for mass deployment
Proficient in Microsoft Office 365
Direct experience working with Northwest Tribes
Experience in the planning, organization, implementation, and follow-up of public health-related coalitions
Experience with AV equipment

Responsibilities

Responds to remote and in-person support requests related to network connectivity, desktop application troubleshooting
Configures and maintain PCs, tablets, and audiovisual equipment operation
Assists with office cardkey security system, network security and PC security
Maintains office equipment including copiers, printers, and fax machines
Maintains telephony equipment including VoIP switches, phone sets, software installation and upgrades
Supports organizational approved software support on staff personal smart phones
Provides reporting and documentation involving information system changes and upgrades
Supports the hardware, software and telecommunications for NPAIHB
Installs and configures hardware, software, and telecommunications equipment necessary for the secure electronic transmission of data to and from Northwest Tribes, NPAIHB, and state and federal agencies including the Indian Health Service (IHS)
Responsible for maintaining NPAIHB’s inventory of computers and other technology equipment
Assists in maintaining the connectivity for NPAIHB’s trainings and events, including the Resource and Patient Management System (RPMS) and training room utility
Performs other duties as assigned by the Director of Operations and/or Executive Director or designee