IT Help Desk

Pay Range $40.27 - $49.52 Hourly

About the role

Multnomah County’s Department of County Assets (DCA) Information Technology Division is seeking a Help Desk Specialist to join our supportive IT Help Desk and Operations team. As the frontline IT Help Desk contact for County employees, you will troubleshoot hardware, software, VPN, and network issues via phone and email. Using tools like Active Directory, SCCM, and remote software, you will resolve 65–70% of requests on first contact and escalate complex issues when needed.

Responsibilities

• Provide prompt, accurate, and empathetic technical assistance to County staff from all cultural backgrounds.
• Resolve broad-scale software, hardware, and network issues for Tier 1 and Tier 2 issues following established Knowledge Base articles and standard operating procedures.
• Ensure high-quality ticket documentation in the County’s call tracking system (ServiceNow), accurately categorizing issues and capturing detailed work logs.
• Stay up to date on emerging technology trends and system changes, contribute to Knowledge Base articles, and collaborate on team quality-improvement projects.

Requirements

• Associate's Degree, or equivalent years of experience in lieu of a degree.
• 3 years of customer service experience delivering professional and culturally inclusive support.
• Demonstrated experience troubleshooting Tier 1 & Tier 2 technical issues across laptops, mobile devices, software, VPNs, printers, and network connections.
• REQUIRED: Cover letter expanding on your resume that describes why you are interested in this position and how you meet the minimum qualifications.

Preferred Qualifications

• Experience using call tracking and service management systems such as ServiceNow.
• Experience resolving technical issues using Active Directory, System Center Configuration Manager (SCCM), or remote support tools.
• Experience drafting or updating technical Knowledge Base (KB) articles and standard operating procedures.

Transferable skills: Any skills gained through education, work experience (including the military), or life experience that are relevant for this position. Be sure to describe these on your application and explain how they apply.

Benefits

• This is a full-time, hourly, union-represented position (AFSCME Local 88) eligible for overtime.
• Primarily designated as routine telework, with hybrid or full in-office schedules tailored to the candidate's needs. On-site daily required during 2 months of training.
• All employees must reside in Oregon or Washington.

Schedule

This position is full-time. Work location: 501 SE Hawthorne Blvd., Portland, OR 97214.