Description:
JOB SUMMARY: The IT Support Specialist I provides frontline technical assistance to staff by troubleshooting hardware, software, and network issues. This entry-level position supports the organization’s IT infrastructure by assisting with basic system administration, user account management, and device setup. The IT Support Specialist I works under the guidance of the IT Support Coordinator to ensure efficient resolution of technical problems and a smooth user experience.

EDUCATION AND/OR EXPERIENCE:

• High School Diploma (or equivalent) required

ESSENTIAL FUNCTIONS:

• Provide first-level technical support to staff by responding to help desk tickets, emails, and phone inquiries.
• Troubleshoot and resolve basic hardware, software, and connectivity issues.
• Assist with the installation, configuration, and maintenance of workstations, peripherals, and office technology.
• Support users with password resets, account lockouts, and access issues.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate complex issues to IT Support Specialist II or other appropriate IT staff as needed.
• Assist in deploying and updating software applications and system patches.
• Perform routine maintenance tasks such as monitoring system performance, checking backups, and verifying security updates.
• Assist with inventory management of IT equipment and supplies.
• Maintain a high level of customer service and professionalism in all interactions.
• Support IT team initiatives and projects, as assigned.
• May be required to travel to other BestCare sites to perform related job functions;
• Other related duties as assigned.

ORGANIZATIONAL RESPONSIBILITIES:

• Performs work in alignment with BestCare’s mission, vision, values;
• Supports the organization’s commitment to equity, diversity, and inclusion by fostering a culture of open-mindedness, cultural awareness, compassion, and respect for all individuals;
• Strives to meet annual Program/Department goals and supports the organization’s strategic goals;
• Adheres to the organization’s Code of Conduct, Business Ethics, Employee Handbook, and all other policies, procedures, and relevant compliance standards;
• Understands and maintains professionalism and confidentiality per HIPAA, 42 CFR, and Oregon Statutes;
• Attends required program/staff meetings and completes assigned training timely and satisfactorily;
• Ensures that any required certifications and/or licenses are kept current and renewed timely;
• Works independently as well as participates as a positive, collaborative team member;
• Performs other organizational duties as needed.
• Basic knowledge of Windows and macOS operating systems, Microsoft Office 365, and common enterprise applications.
• High proficiency in MS Office 365 (Word, Excel, Outlook), databases, virtual meeting platforms, internet, and ability to learn new or updated software;
• Strong problem-solving and troubleshooting skills
• Knowledge of and skills in PCs/large networks;
• Excellent customer service skills and ability to communicate technical information clearly to non-technical users with a diverse population of staff;
• Basic understanding of networking concepts such as Wi-Fi, VPN, and IP addressing;
• Ability to prioritize and manage multiple tasks in a fast-paced environment’
• Willingness to learn and develop technical skills through hands-on experience and training;
• Strong communication skills (oral and written);
• Demonstrated ability to communicate technical information to audiences of varied levels of technical knowledge and to provide quality service
• Strong prioritization skills, follow-through, and excellent attention to detail required;
• Ability to maintain strict confidence as required by HIPAA, 42 CFR, and Oregon Statutes;
• Ability to build and maintain positive relationships;
• Ability to manage conflict resolution and anger/fear/hostility/violence of others appropriately and effectively;
• Ability to work effectively and respectfully in a diverse, multi-cultural environment;
• Ability to work independently as well as participate as a positive, collaborative team member;
• Ability and willingness to travel between business locations as needed.

REQUIRED COMPETENCIES: Must have demonstrated competency or ability to attain competency for each of the following within a reasonable period:

• Basic knowledge of Windows and macOS operating systems, Microsoft Office 365, and common enterprise applications.
• High proficiency in MS Office 365 (Word, Excel, Outlook), databases, virtual meeting platforms, internet, and ability to learn new or updated software;
• Strong problem-solving and troubleshooting skills
• Knowledge of and skills in PCs/large networks;
• Excellent customer service skills and ability to communicate technical information clearly to non-technical users with a diverse population of staff;
• Basic understanding of networking concepts such as Wi-Fi, VPN, and IP addressing;
• Ability to prioritize and manage multiple tasks in a fast-paced environment’
• Willingness to learn and develop technical skills through hands-on experience and training;
• Strong communication skills (oral and written);
• Demonstrated ability to communicate technical information to audiences of varied levels of technical knowledge and to provide quality service
• Strong prioritization skills, follow-through, and excellent attention to detail required;
• Ability to maintain strict confidence as required by HIPAA, 42 CFR, and Oregon Statutes;
• Ability to build and maintain positive relationships;
• Ability to manage conflict resolution and anger/fear/hostility/violence of others appropriately and effectively;
• Ability to work effectively and respectfully in a diverse, multi-cultural environment;
• Ability to work independently as well as participate as a positive, collaborative team member;
• Ability and willingness to travel between business locations as needed.

Requirements: