Technical Support Assistant

Location: Portland - Parry Center for Children
Program/Department: Information Technology
Schedule: TBD

Job Summary:  The Technology Support Assistant performs a variety of basic general and technical duties in support of Trillium’s technology systems. Including; answering support calls and providing entry level technical support to users or creating support tickets for escalation; assisting with setting up or installing basic hardware and software systems, coordinating inventory and purchasing, providing introductory training for users and performing related work as required.

Demonstrates Competency in the Following Areas:  
Assist with installation, upgrades and monitoring hardware equipment and applications and ensure configuration in accordance with required company standards.
Troubleshoot and repair entry level problems with hardware equipment, network connections and applications – including but not limited to; phones, workstations, servers, printers, copiers, network infrastructure, access control and security systems.
Maintain equipment inventory, general supply levels and update inventory tracking when equipment is assigned to end-users.
Ensure new staff have required technology systems available and provide introductory training on organizational technology hardware, software and policies.
Create, update and manage user accounts in Office 365, Active Directory or other systems as required while following department policy and procedures for new hire and termination.
Provide excellent customer service in all areas of support; whether in person, on the phone or remotely as the situation requires.
Track and manage all support requests using the Support Center ticket system regardless of the method used to receive the request.
Track and coordinate purchase requests, service renewal calendar and submission of documentation for approval.
Assist with installation of VOIP desk phones and update extension details as needed.
Answering support calls and providing entry level technical support to users or creating support tickets for escalation.
Report all security incidents and/or policy violations to the Technology Director for review.
Complete all required trainings


Professional Requirements:  
Demonstrate basic knowledge of maintaining and supporting Microsoft systems and applications in a corporate environment.
Demonstrate analytical and research ability to successfully troubleshoot technology issues in person and remotely.
Demonstrate detailed knowledge of the HIPAA regulations (particularly the HIPAA Security Rule) as it applies in a healthcare environment.
Demonstrate the ability to follow written and verbal direction, manage time effectively and take the initiative when necessary.
Demonstrate the ability to communicate with a high level of effectiveness in terms of customer comprehension and response; including the ability to work and communicate effectively with customers who may have a high level of frustration.
Demonstrates a commitment to the following Organizational Priorities with regard to all persons:  
A commitment to non-violence: Helping to build safety skills and a commitment to higher purpose.
A commitment to emotional intelligence: Helping to teach emotional management skills.
A commitment to social learning: Helping to build cognitive skills
A commitment to open communication: Helping to overcome barriers to healthy communication, learn conflict management, reduce acting out, enhance self protective and self correcting skills, teach health boundaries
A commitment to democracy: Helping to create civic skills of self control, self discipline and administration of healthy authority.
Commitments to social responsibility: Helping to rebuild social connection skills, establish health attachment relationships; establish sense of fair play and justice.
A commitment to growth and change: Helping to work through loss and prepare for the future.

ADDITIONAL RESPONSIBILITES: Other duties may be assigned.


QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:  This is an entry-level position that includes a mix of basic technical and non-technical duties (e.g. inventory, ordering, etc.). Ideal candidates will have coursework towards a Degree in Information Technology (preferred) or equivalent experience and education in related field as well as familiarity with enterprise Windows network environments. This position does require a high level of attention to detail as well as excellent written and verbal communication skills.

 Certificates, Licenses, Registrations: Maintain a driving record acceptable by the agency and a current driver’s license for state of residence, when authorized to use own vehicle for agency business, employee must maintain personal insurance.

Experience: General training in software, as well as hardware maintenance. Familiarity with Windows Network Environment.

Job Knowledge: Operates and makes decisions within established guidelines, organizational policy and procedure, federal, state, and local laws, rules and regulations. Job involves a moderate degree of complexity in that employee deals with highly sensitive and confidential resident information.

Skills: Computer and customer service skills

Physical Demands:  For physical demands of position, including vision, hearing, repetitive motion and environment, contact the HR department.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.

Application Details:   Consideration of candidates will begin as soon as 2/26, and position may close after that date without notice.

If you need accommodation to review the information and/or complete the application process, please contact the Human Resources Department.

Trillium Family Services is a drug free workplace. All final applicants will be subject to a criminal record identification check pursuant to ORS 181.536.727.537 and agency policy. We are an Equal Opportunity Employer and Service Provider and support a culturally linguistically diverse governance, leadership and workforce.