IT Help Desk Field Technician - Part-time 20 Hrs/Wk

Neighborhood House•Portland, OR

9h•Hybrid

About The Position

The IT Help Desk Field Technician provides a wide variety of technical support to approximately 100 employees both remotely and in-office across multiple locations in the Portland metro area. This role supports the IT Systems Administrator in maintaining the organization's IT infrastructure, troubleshooting hardware and software issues, assisting with user account management, and ensuring smooth day-to-day IT operations. The successful IT Help Desk Technician works autonomously and efficiently to respond to support requests via Ticket system, MS Teams, email, phone, and in-person interactions. In this role, you will diagnose and resolve issues with laptops, desktops, mobile devices, printers, and other end-user hardware. This role provides training and support with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive. The IT Help Desk Field Technician is responsible for educating end users on best practices for security, software use, and data handling in Microsoft 365. This individual will also assist with onboarding new employees by setting up workstations and providing IT orientation. In this position, you will collaborate with the IT Systems Administrator on special projects and IT improvements as needed, documenting and troubleshooting steps, and maintaining IT knowledge base articles. This role is influential in enforcing IT policies and ensuring compliance.

Requirements

Associate degree in Information Technology, Computer Science, or a related field, or equivalent years of experience.
2+ years of experience in IT Support, help desk, or customer support-related role.
Strong knowledge of Microsoft 365: Outlook, Teams, SharePoint, OneDrive, Exchange Online, Entra ID.
Must understand networking principles and troubleshooting connectivity.
Must be an effective communicator and have strong interpersonal skills.
Ability to prioritize and manage multiple support requests efficiently.
Effective communication skills, both verbal and written.
Strong organizational and time management skills.
Must have reliable transportation and be able to travel to multiple locations within Portland as needed.

Nice To Haves

Experience with mobile device management (Intune or similar MDM platforms).
Microsoft 365 Certified: Modern Desktop Administrator Associate.
CompTIA A+, Network+, or similar certifications.

Responsibilities

Provide on-site and remote support for desktops, laptops, mobile devices, printers, and other end-user hardware.
Respond to IT support requests via Ticket system, Teams, email, phone, and in-person assistance.
Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, and printers.
Support, troubleshoot, and provide training to employees with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Educate users on best practices for security, software use, and data handling in Microsoft 365.
Assist with onboarding new employees by setting up workstations and providing IT orientation.
Assist in creating, modifying, and deactivating user accounts in Microsoft 365 and Active Directory.
Reset passwords and manage user access permissions.
Support multi-factor authentication (MFA) setup and troubleshooting.
Install, configure, and update software applications as needed.
Deploy, configure, and maintain Microsoft 365 services, including user accounts, mailboxes, and security groups via Microsoft Entra ID (formerly Azure AD).
Perform routine maintenance on IT equipment, including desktops, laptops, and network devices.
Maintain an inventory of IT assets and coordinate hardware replacements.
Assist with user onboarding/offboarding processes, including device setup, M365 license assignments, and access provisioning.
Collect IT equipment from employees leaving the organization or going on leave of absence.
Set up and issue equipment for new employees.
Assist with implementing IT security best practices, including antivirus updates and software patching.
Help enforce organization-wide IT policies and ensure compliance with security protocols.
Monitor and report potential security incidents to the IT Systems Administrator.
Audit and configure Access Management in multiple SharePoint sites.