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.