Friends of the Children is looking for an extraordinary professional to join our national team. Are you ready to be part of a dynamic growing organization? Is working for an organization that inspires you a critical aspect of your job search? We may have the perfect career for you.

Our mission is to impact generational change by empowering youth who are facing the greatest obstacles through relationships with professional mentors for 12+ years no matter what. As the IT Support Technician, you will handle intermediate level technology support for our internal customers. The IT Support Technician reports to National Director of Technology Solutions.

Do you want the option to work from home? This is a hybrid position requires 2 office visits each week at our locations: one day a week in NE Portland, and one day a week in Gresham, OR.

Want to know more? See the job description below:

Essential Functions and Responsibilities:

• Provide technical support and assistance to staff members with hardware, software, and network problems or questions.
• Assume ownership of escalated ticket requests from Tier 1 Managed Services Provider (MSP) Helpdesk.
• Manage, monitor, and see through to resolution ticket requests from staff for software, hardware, and systems not supported by the MSP.
• Analyze incidents and determine the level of support and response required.
• Collaborate with other members of the IT Team and MSP to diagnose and resolve problems.
• Keep customers informed of progress and status of issue through resolution.
• Communicate via email, instant messaging, phone and via ticketing systems.
• Elevate unresolved issues to next level support or management when necessary.
• Document IT procedures, policies, and findings in the IT Team’s knowledgebase.
• Train users on proper use of hardware and software.
• Configure and deploy laptops and desktops to remote workers.
• Inspect and repair laptops and desktops, replace or reimage hard drives, provide clean system installation to prepare device for redeployment.
• Responsible for hardware and software inventory tracking.
• Support printers at the Portland headquarters location.
• All other duties as assigned.

Essential Skills and Abilities:

• Strong working knowledge of desktop computers, laptops, mobile devices, and peripherals.
• Ability to diagnose and resolve basic to intermediate computer technical issues.
• Good understanding of quality troubleshooting procedures, including issue isolation.
• Experience with Microsoft operating systems and software.
• Experience with or aptitude to learn Microsoft 365 at an administrator level.
• Ability to communicate in non-technical terms; patience and stamina to work through issues remotely.
• Ability and aptitude to learn Apple hardware and software administration, including Mobile Device Management.

Required Education, Experience, and Abilities:

• 2+ years’ experience working at a Tier I or Tier II Helpdesk level.
• High school diploma or GED.
• Proven ability to manage a flexible schedule and to work remotely.
• Provide onsite staff support at Portland locations, 2 days per week.

Location

• 60% Remote from Portland Oregon area/Virtual
• One day a week in NE Portland, and one day a week in Gresham, OR

Salary Range:

$25.00/hourly-$31.25/hourly (approximately $50k-$65k) (Compensation commensurate with experience and geographical location)

Medical, Dental, Vision (Organization pays up to the employee only rate)

Life Insurance (Organization paid)

401k with 4% match

Applications without cover letters will not be considered; please use this as an opportunity to convey why you want to be the IT Support Technician at Friends of the Children!

Friends of the Children is an Equal Opportunity Employer, committed to addressing discriminatory practices, and to working toward racial equity. The equal employment opportunity policy of Friends of the Children provides fair and equal opportunities for all employees and job applicants regardless of race, color, religious creed, national origin, ancestry, age, sex, gender, pregnancy, sexual orientation, marital status, familial status, disability, or genetic information, in compliance with applicable federal, state and local law. Friends of the Children hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Friends of the Children is growing rapidly as communities across the country are experiencing the power of how “One” changes a child's story: One Friend. One Child. 12+ years. No matter what. #ThePowerOfOne

Learn more at friendsofthechildren.org or find us on Twitter, Facebook, and Instagram at @FriendsNational.