The Technical Support Specialist is responsible for providing technical assistance and support to computer systems, hardware, and software. The Technical Support Specialist will be hands-on, interacting directly with the end user in meeting requests, resolving problems, installing hardware and software solutions and offering general internal helpdesk support across all locations to all levels throughout the organization during regular business hours and after hours as needed. The Technical Support Specialist may provide supervision and support to Technical Support Technicians.

Location: This position is based out of LifeWorks NW's Sylvan Site.

Pay/Benefits: $25.85 starting hourly pay plus, Full benefits

Essential Responsibilities:

• Assists end users in resolving a wide variety of hardware and software issues, requests, complaints, and inquires by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
• Monitor, manage, resolve or refer IT ticket queue, triage, resolve issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required
• Builds, installs, tests, monitors, upgrades, troubleshoots and repairs computer systems, networks and peripherals.
• Work with Network/System Administrators to ensure optimal operations of all systems
• Manages user account information, including rights, security and systems groups.
• Manage and/or perform backup, recovery, and other security measures as required
• Documents, tracks and monitors the problem to facilitate a timely resolution and build knowledge database using a central IT ticket management application
• Manage hardware assets and track via asset management applications.
• Relies on established guidelines and instructions to perform daily job functions.
• Participate in continual updates to the team's IT documentation and training system by recommending changes or updates in programming, documentation, and training to address system deficiencies and user needs
• Understand the IT working environment sufficiently to explain technical issues and concepts to a disparate range of technical and non-technical clients; effectively communicates both orally and written with customers, team members, and organization. May be required to train individuals or groups, as needed.
• Exhibits an excellent attention to detail and multi-tasking ability with the capability of working independently
• Acts professionally with a passion for assisting others and problem-solving
• Display cultural sensitivity, awareness and competency
• Meets performance standards set by assigned project work/objectives and organizational policies and norms.
• Works under immediate supervision reporting to a supervisor; Participates in regular individual and team meetings with manager; Attends informational meetings which may include all staff and team meetings, consultation with other staff and required trainings.

Qualifications:

• Associates degree or 1-2 years' experience in Technical/Computer/Help Desk support
• Prefer 1 years IT experience in an IT Help Desk
• Desktop troubleshooting experience and skills in a Microsoft Windows environment.
• Basic knowledge of hardware and software troubleshooting.
• Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment.
• Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.
• Familiar with supporting wireless communication devices such as Smartphones, Wireless hotspots, and cell phones.
• Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service.
• Demonstrates critical thinking and analytical capability; Ability to learn new technologies quickly
• Demonstrates effective communication skills (both written and oral) and maintains a cooperative working relationship with others in a culturally diverse environment. Team Player.
• Demonstrates punctuality, accountability, and patience
• Ability to perform under pressure, be flexible, and effectively manage and prioritize a backlog of tickets
• Ability to life 50 lbs.
• Ability to travel between work locations in the Portland metro area.
• Ability to work evenings and/or weekends with access to a car and valid driver's license.
• Ability to perform essential functions of job without creating a direct threat to the safety of self or others

LifeWorks NW is a private, non-profit organization providing prevention, mental health, substance use treatment, and related social services to youths, adults, and older adults in over fifteen locations throughout Multnomah, Washington, and Clackamas counties. LifeWorks NW promotes a healthy community by providing quality and culturally responsive mental health and addiction services across the lifespan.

Our core values-Recovery and Relationships, Resilience, and Results-inform the work we do. The four pillars of the strategic vision include: Compassionate, Impactful Care; Holistic Health; Passionate Team; and a Thriving Organization. Diversity, Equity, and Inclusion are critical to successfully achieving the mission. We know that "life works" when people get the help they need and are dedicated to changing lives.

Equal Opportunity Employer

www.lifeworksnw.org

Drug Free/Tobacco Free Site 01/09