IT Helpdesk Technician

Company Overview:

Worksystems, Inc. is a 501(c)3 non-profit organization that pursues and invests resources to improve the quality of the workforce, and the lives of workers, in the city of Portland, and Multnomah and Washinton counties. Our mission is to coordinate a regional workforce system that supports individual prosperity and business competitiveness. We ensure that the public workforce system serves business by developing qualified employees, and working people by giving current and future workers the skills and support they need to successfully engage, advance, and succeed in the labor market.

We are the area’s most effective means of connecting workforce development funding with the community-based organizations best-positioned to make the most out of it. Our Aligned Partner Network comprises organizations who have earned the trust of their communities through established track records of successful outcomes and compassionate, culturally appropriate practices. Worksystems brings together good-faith actors – direct-service providers, government agencies, private-sector enterprises, and community nonprofits – to work toward something that makes us all proud: a closer-knit, more prosperous, more equitable metro region.

 Worksystems is committed to promoting and supporting Justice, Equity, Diversity, and Inclusion in all aspects of our internal and external work. We commit ourselves to attuned and empathetic listening, embracing unique backgrounds and perspectives, and promoting deep appreciation of others. JEDI values are embedded across our internal HR policies and practices, as well as a core indicator of success metrics in our Strategic Plan. Our team is dedicated to increasing our individual awareness, creating more equitable and inclusive spaces for our employees, partners, and jobseekers, and combatting systems of oppression.

About the Position:

The IT Helpdesk Technician sits on the Information Services team and reports directly to the Information Services Director. The IT Helpdesk Technician’s main priorities are related to providing front-line technical assistance to all staff members on software and hardware needs and elevating issues where warranted. In addition to building relationships organization-wide, this position works closely with the Information Services Director, the Chief Operating Officer, and our external IT consultants.

This is a new role at Worksystems and an exciting opportunity for the incoming hire to build out a more streamlined approach to internal IT support. In the future, this person will also help to envision an updated ticketing system, onboard new hires, and coordinate improved training sessions or materials.

Job Duties:

• Provides technical support and assistance to staff to troubleshoot and resolve technical issues; Serves as the first responder for computer, printer, copier, monitor, webcam, phones, devices, and other hardware, software and electronic file problems and issues. 
• Supports all existing platforms including Microsoft Windows 10 and 11, Microsoft Office 365 plug-in applications and expansion software, and other software or web applications such as Basecamp and Adobe Pro.
• Assists department and company leadership, with developing and managing a process to respond to staff requests for new technology or tools.
• Supports department and company leadership, and our external consultants with staff training sessions or staff training sessions pertaining to technology as appropriate. 
• Follows a remote troubleshooting process that includes virtual desktop support and diagnostic analysis techniques.
• Provides onsite (in-office or other in-person location) support for meetings including AV for presentations, support for presentation software such as PowerPoint, managing hybrid setups including remote platform such as Teams and Zoom and webcams.
• Assists with the development and ongoing management of a ticketing system or other structure to organize and track staff service requests.
• Serves as the primary contact with our third-party IT consulting firm; determines when a service request can be handled internally and when it is referred to consultant; monitors all service tickets sent to consultant to ensure resolution; elevates issues to manager when approvals or input is needed.
• Works with third-party IT consulting firm to onboard/offboard new staff for their technology needs.
• Coordinates ongoing training for staff to support the full utilization and functionality of platforms, software and hardware tools.  Maintains user documentation.
• Assists third-party IT consultants with implementation and management of a new office phone system through a third-party vendor. 
• Performs other tasks as assigned or approved by manager.

What You Can Expect to Accomplish in the First 6 Months:

• Learn our current IT infrastructure, including visiting sites and co-locations to understand offsite server set-up.
• Share recommendations for maximizing usage of current technology, and suggestions for software or system enhancements.
• Partner with our external IT consultants to develop a stop-gap solution for tickets in the immediate and address as issues arise (in the future, this position will work collaboratively with key partners to create a new internal ticketing system).
• Create a process for onboarding remote staff. Identify opportunities for continued training with current staff.
• Be involved in, do research to help support decision-making at higher levels. New technology decisions for updated office space.

Requirements

Minimum Qualifications:

• 2+ years’ experience in related job as IT support.
• Must have prior experience as front-line responder to internal IT tickets.
• Must have prior experience with writing and maintaining help desk documentation.
• Must have prior experience in a hybrid office setting and have familiarity with tools and technology that supports hybrid meetings.
• Must have working knowledge of Microsoft 365 fundamentals.
• Associates Degree in Network Administration or equivalent preferred.
• CompTIA A+, CompTIA Network+ certifications preferred

A note on qualifications: Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job and will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. 

Physical and Sensory Requirements:

• Mostly sedentary work; using standard office equipment including: a computer, keyboard, and telephone. 
• Work environment: hybrid. This role requires the employee to be in-office to serve as on-site IT support for various meetings which may happen multiple times a week. These should be pre-scheduled. Emergency situations may require last-minute notice to travel to the downtown office and downtown co-location.
• Working hours: general office hours (8am – 5pm PST

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email cchand-hopkins@worksystems.org.

Benefits

Salary & Benefits:        

• Starting Salary Expectations: $27.80 / hr - $29.80 / hr  
• Medical (including vision) and dental plans with employer contribution toward monthly premiums
• 401k plan with up to 6% match, 100% vested at the time of enrollment
• Generous PTO
• 4 hours of Volunteer Leave per month
• 8 free sessions with mental health providers, unlimited free financial coaching, and 25% legal discounts through Canopy EAP