IT Desktop Support Tech I

At The Portland Clinic our mission is to be a trusted community collaborating to improve the health and well-being of those we serve. Join our team and let us work together to offer a welcoming, inclusive environment for our patients and the communities we serve.

JOB TITLE: IT Support Tech I

SUPERVISOR: Director Information Technology/Security

HOURS PER WEEK: 40hrs/Non-Exempt

DEPARTMENT: Information Technology

HIRING BONUS: $1,000 after 90 days

The following information is designed to outline the essential functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained.

PRIMARY FUNCTION: Provides frontline technical support for end users across clinical, administrative, and remote work environments. This role is responsible for troubleshooting hardware, software, endpoint, access, and connectivity issues while delivering responsive customer service and maintaining secure, reliable technology that supports daily operations and patient care.

DUTIES AND RESPONSIBILITIES: (*ESSENTIAL FUNCTIONS)
1. Provide timely desktop, laptop, printer, mobile device, peripheral, and software support through in-person, phone, remote, and ticket-based channels.*
2. Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, collaboration tools, browsers, VPN, Wi-Fi, network connectivity, printing, scanning, and approved line-of-business applications..*
3. Set up, configure, deploy, and replace workstations, laptops, monitors, docking stations, mobile devices, printers, scanners, and other endpoint equipment.*
4. Assist with endpoint management tasks, including device imaging, patching, application installation, updates, encryption validation, endpoint protection, and configuration compliance.*
5. Document incidents, service requests, troubleshooting steps, asset changes, and resolutions accurately in the ticketing and asset management systems.*
6. Escalate complex or recurring issues to appropriate IT teams, or application owners while maintaining communication with affected users.*
7. Maintain accurate inventory records for assigned hardware, peripherals, loaner equipment, and software assets.*
8. Support clinical and administrative technology workflows by minimizing downtime, communicating clearly with end users, and prioritizing issues that affect patient care or business continuity.*
9. Follow HIPAA, cybersecurity, privacy, and organizational policies when handling systems, devices, credentials, and information that may involve protected health information.*
10. Assist with workstation moves, equipment refreshes, department relocations, conference room technology, and technology setup for new or changing work areas.
11. Support hybrid and remote work environments, including secure remote access, virtual meetings, collaboration tools, softphones, headsets, webcams, and mobile productivity tools.*
12. Recognize and report suspected phishing, malware, ransomware, unauthorized access, lost or stolen devices, and other potential security incidents according to established procedures.*
13. Use remote support tools responsibly and securely, ensuring user consent, appropriate access, and proper documentation.*
14. Support lifecycle management of endpoints by helping ensure devices are patched, encrypted, inventoried, securely deployed, and properly sanitized before reuse or disposal.*
15. Promote standardization by following approved build standards, support procedures, naming conventions, and configuration baselines.*
16. Participate as an active team member.*
17. Travel as necessary between clinic locations as necessary.
18. Act as first line of support on the help desk phone and for tier one attention to help desk tickets.*
19. Abide by company policies.*
20. Other tasks as assigned.
21. Maintain regular, in person, work attendance and punctuality, as scheduled.*

REQUIREMENTS:
⦁ High School Diploma or equivalent required.
⦁ One year of customer facing support in the IT field.
⦁ Experience with Microsoft 365 Suite of products.
⦁ One year experience with IT systems, hardware, and software.

PREFERENCES:
⦁ Associate degree, technical training, or coursework in information technology preferred.
⦁ Experience in a healthcare, clinical, or regulated environment preferred.
⦁ Relevant certifications such as CompTia A+, Network+, Security+, Microsoft fundamentals, or equivalent training preferred.

COMPENSATION AND BENEFITS (Benefits eligibility begins at 20hrs/wk):
⦁ 401k plan with employer contributions up to 5% annually
⦁ Roth IRA
⦁ Comprehensive Medical, Dental and Vision insurance
⦁ Flexible Spending Account
⦁ Health Savings Account
⦁ Company provided $10K Group Life/AD&D insurance
⦁ Voluntary benefits: Life/AD&D, Dependent Life/AD&D, Short-Term Disability, Critical Illness, Accident, and Hospital Indemnity
⦁ Norton Identity Theft Protection (optional)
⦁ Pet Insurance (optional)
⦁ 4.92 hours of PTO accrual per pay period (PTO accrual is prorated based upon FTE)
⦁ One paid Wellness day per year
⦁ Seven paid holidays, and 1 partially paid holiday (mid-day closure)
⦁ Employee Assistant Program