Helpdesk Specialist (Hybrid - Portland Metro)

About the role

NARA NW is seeking a motivated and dedicated Helpdesk Specialist to provide Tier 1 IT support across multiple organizational locations. This position serves as the first point of contact for technical support, troubleshooting hardware, software, network connectivity, Microsoft 365 applications, printers, telecommunications equipment, and healthcare technology systems. The Helpdesk Specialist resolves technical issues, manages support tickets, maintains technology assets, and provides exceptional customer service to staff throughout the organization.

What You Will Do

• Provide Tier 1 technical support through the ticketing system, phone, Microsoft Teams, email, and in-person support
• Troubleshoot and resolve hardware, software, printer, telecommunications, network connectivity, and application-related issues
• Escalate complex issues to appropriate IT staff while maintaining ownership and communication with the end user
• Perform daily rounds and onsite visits as needed to support users and technology at organizational locations
• Support Microsoft 365 applications and services
• Provide support for electronic health record (EHR) systems and healthcare applications
• Build positive working relationships with staff while delivering outstanding customer service
• Demonstrate safe work practices and proper handling of equipment
• Document technical issues, troubleshooting steps, solutions, and procedures accurately within the helpdesk system
• Install, configure, deploy, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and peripherals
• Assist with workstation setups, employee onboarding, technology deployments, equipment replacements, and office moves
• Support emergency response and after-hours technical issues when necessary
• Work collaboratively, and maintain professional boundaries with clients, other NARA staff, team members, and treat everyone with respect and dignity at all times
• Perform other duties as assigned

Travel Expectations

This position requires a local candidate who can regularly work onsite and travel between NARA locations (primarily Eastside but other locations may be requested) during the workday. While a hybrid work arrangement will be available after successful completion of training, onsite presence is an essential function of the role. Travel between sites is expected, and approved mileage is reimbursed in accordance with organizational policy.