Planned Parenthood Columbia Willamette (PPCW) is recruiting for a Help Desk Technician to join our Information Technology team! Learn more and apply here!
When you work for Planned Parenthood, you make a difference in the lives of those we serve by affirming the human right to reproductive health care and freedom. Our mission is to provide, promote, and protect access to sexual and reproductive health care. PPCW is the largest non-profit family planning and reproductive rights organization in Oregon and Southwest Washington.
About the Role: The Help Desk Support Technician is a critical point of contact and liaison between the PPCW user community and the Information Technology department. This position’s role is to provide friendly and comprehensive first-level troubleshooting, technical support and maintenance within the organization’s computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all software, hardware, and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
Schedule Expectations: This is a full-time position, (37.5 hours/week), Monday – Friday, 9:00am – 5:30pm. Employees may be requested or required to occasionally work other days (including weekends), hours and locations to meet operational needs.
Qualifications: At PPCW, we are committed to finding the best candidate for the job and that candidate may come from a variety of backgrounds. We value your lived experience as well as your work experience and encourage you to apply even if you do not meet every qualification. We encourage you to think creatively about your transferable skills, qualities, and experiences and how they could connect to the role you are applying to. Additionally, we encourage applications from Black, Indigenous and People of Color, people with disabilities, members of the 2SLGBTQIA+ community, women and others who have been historically marginalized.
Required Qualifications:
- Associate degree or equivalent combination of education, experience and training which provides required knowledge, skills, and abilities.
- Three (3) years help desk or technical support experience in fast paced environment.
- Experience with hardware, specifically PC systems, with the ability to troubleshoot related issues.
- Experience diagnosing, troubleshooting, and resolving issues with end-user equipment.
- Experience with quick and accurate remote diagnosis and resolution for problems with connectivity, computer hardware/software.
- Understanding of TCP/IP networking configuration and basic LAN and WAN network architecture.
- Experience with Microsoft Windows Desktop and operating systems and MS Office suite of applications, MS Outlook, and cloud-based operations.
- Basic level Active Directory and Exchange administration skills.
- Experience with Office365 and other cloud software offerings
- Willingness to learn more about and train on topics that may include, but are not limited to health equity, racial justice, reproductive justice, cultural humility, and trauma-informed care.
- Willingness to contribute to an inclusive work environment by using trauma-informed principles in interactions with coworkers, patients, donors, volunteers, and community partners.
Total Rewards: The full wage range for this position is $23.85 to $34.74 hourly. At PPCW we’re proud to calculate a wage offer based on candidate experience, rather than negotiate an offer which leads to pay inequity. New hire wage placement typically does not exceed the midpoint of the wage range. You'll receive a comprehensive benefits package, including competitive salaries, health insurance, retirement plans, and more. Our benefits include:
- Up to 4 weeks of annual paid time off (increases with tenure)
- 9 paid holidays
- Paid medical, dental, and vision insurance for full-time employees.
- 403b retirement account and 6% employer match
- Employee assistance program (confidential counseling and resources)
- NHSC/HRSA Nurse Corps Loan Repayment (eligible sites and positions)
- Public Service Loan Forgiveness (eligible sites and positions)
- Ongoing professional development
- Employee referral bonuses
Physical Requirements:
- Constantly operates a computer and other office equipment such as scanners and printers.
- Travel on occasion and attend in person meetings as requested.
- Work a combination of in person and remotely as position requires.
- Must be able to work flexible hours, including evenings and weekends.
- This position requires bending and twisting of the neck and waist, squatting, kneeling, repetitive movement of one or both hands, reaching above and below shoulder height, driving, and moving items weighing up to 70 pounds.
Location: This position is hybrid/telework, meaning you will be working both remotely and in-person at a PPCW location and within the community and various settings. All PPCW employees must reside in Oregon or Washington. The onsite work location for this position is our administrative offices at Flanagan Regional Service Center in Northeast Portland, OR.
Essential Functions:
- Receive and respond to incoming calls, e-mail, and trouble tickets requesting technical assistance. Escalate complex calls to the appropriate technical support person. Troubleshoot, diagnose, and resolve technical issues for onsite and offsite users, managing follow-through to completion or escalation. Record and track all customer requests through the established help desk ticketing system. Routine Active Directory, Exchange, SharePoint, and other Microsoft computing troubleshooting and administration tasks.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. Manage and implement software installation and configuration on end user computers. Manage and maintain PPCW hardware inventory. Assess the need for and recommend performance upgrades to PC's, thin clients, and printers.
- Assists in creating knowledgebase documentation for solutions and materials for end-user frequently asked questions (FAQs). Provide basic “how to” and ad hoc training on hardware, software, and printing issues to users. Assist with self-help and e-training initiatives.
- Create user access/login accounts and remove user files/access from network upon user separation.
- Create and manage custom workstation images. Deploy new workstations using said images. Perform onsite repair and support of computers, peripherals, and printers across 8 locations in Oregon and SW Washington. Assist with office organization for inventory and equipment.
- Collaborate with IT Staff and the IT Operations Manager to ensure efficient operation of the company’s desktop computing environment. Administer and resolve issues with associated end-user workstation networking software products, where required.
- Answer to and perform move, add, and change (MAC) requests as they are submitted by managers. Ensure physical desktop connections (i.e. RJ-45 Ethernet jacks and switches and the connections between PCs and servers, etc.) are organized and in proper working order.
- Assist with vendor-specific needs and connectivity in use by PPCW staff and business partners (e.g., EPIC, PPFA, BetterHealth, Auditors).
Your application, resume, and cover letter should demonstrate your work experience/skills and how they are related to those shown in the overview and qualifications sections of the job announcement. Please be thorough, as these materials may determine your eligibility for an interview.
Planned Parenthood Columbia Willamette is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, marital status, age, mental or physical disability, genetic information, application for workers’ compensation benefits, use of statutory protected leave, veteran or military status, pregnancy, union activity, or any other characteristic or status protected by applicable federal, state or local laws. Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.