IT Help Desk Support Technician

Title: IT Help Desk Support Technician

Location: Coos Bay Oregon

Program: Oregon Coast Community Action

Reports to: IT Systems Administrator

HR Contact:

Pay Level:$20.53 $23.80/hr Depending on experience and qualifications

Staff Supervised: None

FSLA Status: NonExempt from Overtime

Effective: May 6th 2025

Position Type: FullTime

Revised: May 6th 2025

Job Description

PRIMARY PURPOSE:

To monitor and respond efficiently to support requests from ORCCA staff troubleshooting a variety of technical support problems related to technology systems while documenting processes and results. Escalating and assigning issues as appropriate. Performing related work as required. Performs any combination of the following duties according to specific departmental and/or program goals.

ESSENTIAL JOB FUNCTIONS (Reason position exists is to perform these functions):

Administration

• Complete detailed troubleshooting of technical problems associated with computer hardware and software interrelationships/dependencies.
• Develop and maintain documentation of ticket support system processes and resolutions for reporting metrics and tracking of issue trends.
• Assign/Escalate support tickets to Tiers 2 and 3 as necessary.
• Inform/Educate users of IT policies and best practices.
• Provide input to management regarding technological advances/changes that should be considered.
• Weekly reporting to the Director of IT (i.e. work completed trends research training etc.).
• Other duties as assigned.

Training

• Provide user training/orientation on newly installed hardware and software.
• Provide and document ongoing customized computer training to individuals and groups as needed.
• Participate in professional development programs skill building exercises and personal goal setting.

TEAM EXPECTATIONS:

Teamwork We join our individual strengths together creating teams and circles of cooperation to promote innovative thinking and bring opportunity to our community.

Partnerships We create collaborative community partnerships to best leverage all resources available for the benefit of the community.

Diversity We welcome and accept differences and honor our coworkers and clients by treating each person with equality dignity and respect.

Confidentiality & Ethics We maintain a high standard of ethics and integrity to respect the confidentiality of clients and staff.

Physical Safety We respond promptly to address health and safety needs or concerns for clients and staff.

Communications We encourage timely openminded respectful and direct communication to alleviate controversies and foster a safe productive workplace.

Health & Sustainability Recognizing the importance of physical emotional and environmental health we seek to inspire and model healthy sustainable living.

Public Relations We recognize that each of us represents the entire agency in our public interactions and strive to act in a consistently professional and unbiased manner.

Professional Growth We provide an environment supportive to personal and professional growth cross training and advancement.

INDIVIDUAL EXPECTATIONS:

• Attend staff meetings program meetings and/or other workshops/meetings as notified.
• Maintain a positive attitude regarding ORCCA and all its programs.
• Model behaviors that demonstrate an understanding acceptance and welcoming of diversity.
• Maintain respect and positive communication regarding clients and staff.
• Maintain confidentiality of client and staff information.
• Maintain open twoway communication with staff.
• Be open to suggestions and guidance from supervisor and other management staff.
• Commit to further training. Develop an individual training plan using program tools as appropriate.
• Communicate with supervisor regarding any needed changes or concerns with work schedule.
• Adhere to agency procedures as a mandated child abuse reporter.
• Regular attendance is a requirement of the position.
• Ability to perform the listed job tasks.

PREFERRED KNOWLEDGE SKILLS AND ABILITIES:

• Infrastructure: Windows Server 2016 R2 2022 AD DS HyperV Cisco Ubiquiti Kaseya Solutions
• VOIP Systems (Zultys Mitel FreePBX Asterisk CUCM/Webex)
• Compliance Frameworks: HIPAA PCI DSS SOX FISMA GDPR

REQUIRED KNOWLEDGE SKILLS AND ABILITIES:

• Ability to work with minimal supervision.
• Demonstrated ability in problem solving and decision making.
• Ability to work well with details.
• Compliance with company safety policies.
• Maintain regular and punctual attendance.
• Maintain confidentiality of all information.

EXPERIENCE AND EDUCATION REQUIREMENTS:

• 12 years IT experience preferred. Bonus: Education Public Sector or NonProfit experience.
• Microsoft 365 Suite experience including Office applications.
• Microsoft Windows based PC standard applications/operations.
• Support Request Ticket Systems experience.
• High School Diploma or Equivalent required.
• Any customer service industry experience is a major plus.

WORK ENVIRONMENT:

• Geographic Area: Coos Curry and Coastal Douglas Counties Primary worksite:
• May lift items up to 51 pounds with or without reasonable accommodations.
• Access to indoor office in a climatecontrolled environment; may not have access to sunlight. Regular activities outside in a nonclimatecontrolled environment.
• Regular kneeling bending stooping and sitting on the floor.
• Regular walking and standing for prolonged periods of time.
• Occasional events outside of the office at irregular hours will be required.
• Attendance at offsite staff training events will be required.
• Frequent sitting for long periods using computer keyboard telephone and other office machines.
• Occasional driving to various work sites trainings workshops etc.

OTHER:

• A current Oregon Drivers License is required.
• Must be enrolled in the Oregon Department of Education Childcare Division Central Background Registry at time of hire and update it as required.
• Proof of automobile liability insurance @ $100000/300000 liability limits and maintain such limits.
• Reliable transportation for getting to work.
• Must be free from illegal drugs may be subject to suspicion testing.

NOTE: The specific statements reflected in each section of this position description are not intended to be allconclusive but rather the basic elements and criteria considered being necessary in order to satisfactorily perform the duties associated with the position. Your employment with ORCCA is at will. This means your employment is for an indefinite period of time and it is subject to termination by you or Employer with or without cause with or without notice and at any time.

Oregon Coast Community Action is an Equal Opportunity Employer. ORCCA does not and shall not discriminate on the basis of race color religion creed gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status in any of its activities or operation.

Please inform Human Resources ator if you require a reasonable accommodation in order to perform the essential functions of this job.