IT Support Specialist Part-Time

SUMMARY:

The IT Support Specialist provides direct technical support and customer service to end users of the Foundation, maintaining the Foundation’s technology infrastructure and core systems, and assisting in various IT projects.

BEHAVIORAL EXPECTATIONS:

• Follow the principles of the Foundation’s core values:

• Trust

• Respect

• Integrity

• Commitment

• Motivated to contribute to the success of the Foundation

• Communicate effectively

• Teach through example and service

• Practice professional curiosity and desire to learn

• Detail-oriented

• Maintain confidentiality

• Work safely

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide direct user support and telephone support to Foundation staff accessing Foundation resources

• Respond to and resolve IT system monitoring incidents within SLA targets

• Design, analyze and implement equipment and design cost-effective system configurations, meeting user needs

• Maintain core business applications, including patching and upgrades

• Manage user onboarding/off boarding from systems and applications, while enforcing the Foundations security policies

• Install, configure and support workstation software, hardware, printers, and phones

• Manage automated monitoring systems and configurations to ensure optimal performance and availability of Foundation servers and infrastructure

• Maintain the Foundation IT knowledge-base, self-service portal, and service-catalog

• Produce support and training materials for internal and external audiences

• Train staff on both hardware and software, troubleshoot issues, and provide technical support as needed

• Proactively communicate with users to anticipate issues, problems, and questions

• Modify and customize IT solutions based on user requirements

• Facilitate IT software & hardware projects and other special projects as assigned

OTHER DUTIES AND RESPONSIBILITIES:

• Participate in ongoing training and education

• Present written and oral ideas supported by research

• Personal education as it pertains to essential functions of the job

• Willing and able to work in a hybrid remote/office environment

MINIMUM QUALIFICATIONS AND EXPERIENCE:

• High School Diploma

• Coursework in Computer Science, Mathematics, or other related technical fields. Direct experience with computer hardware maintenance and/or software installations/upgrades may substitute for formal coursework

• Coursework in Computer Science, Mathematics, or other related technical fields. Direct experience with computer hardware maintenance and/or software installations/upgrades may substitute for formal coursework

• Strong general purpose technical experience, understanding and skills across a variety of areas, including system and network administration; programming; databases and reporting

• Working knowledge of scripting languages (i.e. PowerShell, Python, NodeJS, etc.) preferred

• Basic understanding of user authentication methodologies and cloud-based Single Sign-on platforms (i.e. Okta, Azure AD, etc.) preferred

• Basic understanding of cloud-based infrastructure platforms (i.e. AWS, Azure, GCP) and/or experience with infrastructure-as-code architectures (i.e. Ansible, Terraform, Cloudformation, ARM, etc.) preferred

• Ability to follow directions, work collaboratively with supervisor and users, and finish tasks in a timely fashion

• Attention to detail and ability to document problems/efforts/solutions in a clear manner

• Customer service-oriented with an ability to maintain pleasant and professional interactions in crisis situations

• Communicate effectively with peers and stakeholders

• Maintain confidentiality as required and appropriate

ADDITIONAL DESIRABLE QUALIFICATIONS:

• Familiarity with University of Oregon

PHYSICAL/MENTAL/VISUAL DEMANDS AND WORK ENVIRONMENT:

• This job is conducted in an office work environment, sitting most of the time

• Approximately 90% of this position’s duties require use of a computer

• Must be able to exert up to 50 lbs. of force during computer moves