Helpdesk Specialist (Local Travel Required)

Title: Helpdesk Specialist

Location: Primary location is NARA NW Headquarters: 211 SE Caruthers St, Portland OR 97214 - Local travel in the metropolitan area is REQUIRED

Schedule: This is a full-time hybrid position (after a probationary period; training takes place fully onsite), Mon-Fri, 8:00am-4:30pm (with schedule flexibilty); after hours and/or overtime are expected

Wage Range: $28.00 - $32.00, Non-Exempt, Hourly

If you are a motivated and dedicated Helpdesk Specialist looking for an opportunity to contribute to an organization making a positive impact, we want to hear from you!

At NARA Northwest, you'll find a supportive work environment where every team member is valued and respected. Whether you're passionate about healthcare, behavioral health, education, or social services, there's a place for you to make a meaningful difference.

Company Mission:

The mission of NARA NW is to provide education, physical, mental health services, and substance abuse treatment that is culturally appropriate to American Indians, Alaska Natives, and anyone in need.

At NARA NW, we deliver services and support to Native American and Alaska Native communities, helping individuals lead healthier, more fulfilling lives.

With over 450 employees across a variety of programs-including medical and dental care, addiction treatment, housing assistance, and enrichment initiatives NARA NW offers numerous opportunities for growth and advancement, all while making a tangible, positive impact on the lives of others.

Position Overview:

The Helpdesk Specialist serves as the first point of contact for technical support across multiple organizational locations. This position provides Tier 1 IT support for end users, including troubleshooting hardware, software, network connectivity, Microsoft 365 applications, printers, telecommunications equipment, and healthcare technology systems. The Helpdesk Specialist is responsible for resolving technical issues, managing support tickets, maintaining technology assets, and providing exceptional customer service to staff throughout the organization.

Ideal Candidate

The ideal candidate is a team-oriented, customer-focused IT professional who is eager to learn and grow. They are adaptable, proactive, and enthusiastic about gaining hands-on experience across multiple areas of information technology. This individual demonstrates initiative, embraces new challenges, and is committed to continuous professional development. Success in this role comes from maintaining a positive attitude, delivering exceptional service, and being willing to support a variety of technologies and projects as organizational needs evolve.

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 site 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.
• Works collaboratively, and maintains professional boundaries with clients, other NARA staff, team members, and treats everyone with respect and dignity at all times.
• Performs 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.

Required Experience & Background:

• Minimum of one (1) year of IT support experience in a business or domain-based network environment.
• Experience providing technical support to end users in person, remotely, and over the phone.
• Microsoft 365 and Microsoft Office applications and services.
• Experience working within a Windows desktop and server environment.
• Experience using ticketing systems and documenting technical support incidents.
• Ability to work independently with minimal supervision.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational skills and attention to detail.
• Demonstrated initiative and willingness to learn new technologies and systems.
• Flexibility to work at multiple organizational locations and adjust priorities based on operational needs.
• Available for after-hours special projects and emergencies.
• Initiative to seek additional duties when work has been completed.

Organizational Requirements:

• Valid Driver's license and the ability to drive between office locations.
• Must pass a pre-employment or for cause drug tests.
• Must pass criminal background and DMV checks.

Preferred Experience:

• Experience supporting healthcare organizations or medical practices.
• Athenahealth or other Electronic Health Record (EHR) systems.
• Microsoft 365 cloud environments.
• DHCP, DNS, Group Policy, and Windows Server administration.
• CompTIA A+, Network+, Microsoft, or related industry certifications.
• Experience working within the Native American/Alaska Native community

What's in it for you?

At NARA NW, you'll have the opportunity to do meaningful work that supports healthcare programs and improves outcomes for the communities we serve. We're a growing organization that values collaboration, innovation, and professional development.

What We Offer

• Career Growth Opportunities - Build your career in a growing organization with opportunities to take on increasing responsibility and expand your impact.
• Internal Promotion Culture - We prioritize internal advancement whenever possible and encourage employees to pursue new opportunities within the organization.
• Continuous Learning - Gain exposure to healthcare analytics, EMR reporting, business intelligence tools, data quality initiatives, and cross-functional projects.
• Flexible Schedule
• Hybrid Work Environment
• Small, Collaborative Team

PERKS & BENEFITS:

15 Paid Holidays: New Years Day, Martin Luther King Jr. Day, Presidents Day, Memorial Day, Juneteenth, Battle of Little Big Horn, Independence Day, Labor Day, Native American Day, Indigenous Peoples' Day, Veterans Day, Thanksgiving, day after Thanksgiving, December 25th and your birthday!

Benefits: Employees working 20 hours, or more are eligible for benefits. Benefits are effective from the 1st of the month following the date of hire.

• Affordable Medical, Dental, and Vision Insurance through Kaiser Permanente
• 15 Paid Holidays (Listed Above)
• 13 Paid Days of Sick Time
• 13 Paid Days of PTO (Vacation accruals increase with years of service to a maximum of 26 days)
• $50,000 Life Insurance & AD&D
• Short Term and Long-Term Disability
• Flexible Spending Account
• Health Spending Account
• 401(k) with 4% Match
• Employee Assistance Program
• Inclement Weather Days (Snow Days)
• Public Student Loan Forgiveness -NARA NW is a local 501(c)3 nonprofit, FQHC

How to apply:

• To Quick Apply, go to Careers - NARA NW (naranorthwest.org)
• Look for the position you want to apply for and submit a resume (Required) and cover letter (Optional), that's all!
• Feel free to contact recruiting@naranorthwest.org if you have any questions or would like to know where your application is in the process.

NARA NW Mission: Our mission is to provide education, physical and mental health services and substance abuse treatment that is culturally appropriate to American Indians, Alaska Natives, and everyone in need.

NARA NW is fully committed to supporting sobriety. To support NARA NW in its mission, all employees agree to refrain from illicit drug use, marijuana use, and prescription drug abuse, both on and off the job. In addition, all employees agree to model alcohol sobriety. Modeling alcohol sobriety means not consuming, discussing, or promoting the use of alcohol, on the job, on social media and when in the community where the employee would be likely to be seen by NARA NW clients or community. If in recovery, employees must have been sober/clean for a length of time sufficient to demonstrate that they will be able to remain sober.

Consistent with NARA NW's sobriety policy, all employees, volunteers, interns, and contractors, as applicable, are required to sign a "Drug-Free/Alcohol-Free Workplace Certification Form" and NARA NW "Modeling Sobriety Policy Form" as a condition of employment to confirm that they are aware of this policy and that they agree to comply with it. Violation of this policy will result in disciplinary action up to and including termination of employment. This policy is subject to the requirements of the Americans with Disabilities Act and its state counterpart

Preference in hiring is given to qualified Native Americans in accordance with the Indian Preference Act (Title 25, US Code, Sections 472 and 473). NARA Northwest is an Equal Opportunity Employer. Within the scope of Indian Preference, all candidates will receive equal consideration. Experience working with Native American/ Alaska Native community is considered a plus.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position's activities and requirements, the agency reserves the right to modify, add or remove duties and assign other duties, as necessary.