IT Field Tech I

Tillamook - Portland, OR

Full-time - Entry Level

Portland, OR

Social Assistance

About the position

The IT Service Delivery Technician plays a crucial role in providing technical support to resolve software and hardware-related issues for workstations, laptops, scan guns, and peripheral equipment. This position is responsible for maintaining documentation for software and workstation configurations, network and hardware maintenance records, and tracking IT inventory. Additionally, the technician assists in implementing user training to maximize the value derived from TCCA's investment in technology. A typical day involves the installation, configuration, troubleshooting, repair, and maintenance of various devices including workstations, laptops, scan guns, and peripherals such as printers and copiers. The technician serves as the first point of contact for technical assistance to end users across all TCCA locations, responding to requests for support in person, via phone, email, and remotely. The role requires identifying and escalating issues that require urgent attention, following standard help desk procedures, and logging all requests in the help desk system while documenting resolutions in the knowledge base library. The technician is also responsible for conducting end-user training on new equipment or software, meeting with new desktop users to provide baseline training for accessing TCCA systems and technology. Participation in the Service Desk on-call rotation is required, which includes providing timely responses to IT problems during weekends and after hours. Staying current with technology trends and understanding their impact on TCCA's environment is essential, as is adhering to policies and best practices while maintaining accurate inventory records for IT end-user equipment throughout its lifecycle. The technician contributes to the continuous improvement of IT core processes and methodologies, collaborates with other technical staff and management to identify trends, and communicates issues that affect IT personnel. The role also involves testing solutions for problems discovered in the field and seeking training to enhance personal knowledge and value to the IT team.

Responsibilities

• Provide technical support to resolve software and hardware-related issues for workstations, laptops, scan guns, and peripheral equipment.
• Maintain documentation for software and workstation configurations, network and hardware maintenance records, and track IT inventory.
• Assist in the implementation of user training to maximize technology investment.
• Install, configure, troubleshoot, repair, and maintain workstations, laptops, scan guns, and peripherals.
• Serve as the first point of contact for technical assistance to end users at all TCCA locations.
• Respond to requests for support in person, via phone, email, and remotely.
• Identify and escalate issues requiring urgent attention.
• Follow standard help desk procedures, logging all requests in the help desk system and documenting resolutions.
• Conduct end-user training on new equipment or software as needed.
• Participate in the Service Desk on-call rotation, providing timely responses to IT problems on weekends and after hours.
• Stay current with technology trends and their impact on TCCA's environment.
• Maintain accurate inventory records for IT end-user equipment throughout its lifecycle.
• Contribute to the continuous improvement of IT core processes and methodologies.
• Collaborate with other technical staff and management to identify trends and communicate issues affecting IT personnel.
• Test solutions for problems discovered in the field and seek appropriate training to enhance personal knowledge.

Requirements

• Bachelor's degree in Computer Science or Business Management preferred; technical training with significant related experience can be substituted for a degree.
• Demonstrated experience providing software and hardware maintenance and support in a multi-site environment is required.
• Minimum of 2 years strong experience with Microsoft products in an IT support role.
• Experience in a business environment that is PCI, SOX, and GAP compliant is required.
• Ability to think critically to solve customer issues is required.
• Valid driver's license and safe driving record.

Nice-to-haves

• Microsoft Certification (MCP, MCITP-E Servers) is a plus.

Benefits

• Industry leading benefit and reward programs.
• Diverse culture and inclusive conditions where all employees are heard and valued.