Service Desk Technician I

Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty, and addictions. We hire people that are skilled and passionate to meet our mission through outcome-based strategies which support personal and community transformation.
The Service Desk Technician I will provide excellent customer service, break/fix technical support, and deploy workstations, laptops, and cell phones to agency staff. The Service Desk Technician I will troubleshoot issues with agency standard hardware and software deployments such as desktop PCs, laptops, Terminal Server Sessions, and Microsoft Office using documented and established workflows. The Service Desk Technician I will communicate with agency staff via phone, Teams, email, and ticketing system to provide advice and troubleshooting steps. The Service Desk Technician I will escalate issues to Service Desk Technician II when appropriate. The Service Desk Technician I will work closely with Service Desk Technician II and Senior Service Desk Technician members to learn new skills/technology and improve existing skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer incoming calls to Service Desk
• Monitor and resolve tickets in the Service Desk ticket queue
• Support end-users using documented solutions
• Meet customer Service Level Agreements
• Deploy laptops, desktops, and cell phones to staff as appropriate
• Collect returned equipment and follow inventory procedures
• Participate in old equipment disposal process
• Adhere to change management process
• Shadow Service Desk Technician II and Senior Service Desk Technicians for skill advancement
• Coordinate with other IT teams for support and project work
• Adhere to all state and federal privacy regulations, including HIPAA and 42 CFR Part 2, and to CCC policies and agreements regarding confidentiality, privacy, and security. Support compliance with all privacy and security requirements pursuant to community partners' and outside providers' patient confidentiality agreements, including privacy and security requirements for EMR access. This includes immediately reporting any breach of protected health information or personal identification information of any person receiving CCC services by CCC or an outside provider to the CCC Compliance Department, as well as to your supervisor or their designee.
• Provide the highest standard of customer service to internal and external stakeholders, including CCC clients, CCC staff, and community members.
• Attend all mandatory CCC trainings in a timely manner.
• Other duties as assigned.

SKILLS AND ABILITIES:

• Clear written and verbal communication
• Interpret and follow written directions
• Task prioritization
• Customer service
• Problem solving
• Time management
• Maintain confidentiality

MINIMUM QUALIFICATIONS:

• High School Diploma or equivalent and 1+ year of recent customer service or office experience.

Desired experience with one or more of the following technologies or equivalent:

• Windows 10
• Windows Server 2019
• Microsoft Active Directory
• Desktop Central
• Microsoft Endpoint
• Office 365
• Microsoft Office Suite
• Hardware Troubleshooting
• iPhone Troubleshooting

Desired Industry Certificates:

• Microsoft 365 Certified: Messaging Administrator
• Microsoft 365 Certified: Modern Desktop Administrator
• CompTIA A+
• CompTIA Network+
• CompTIA Security+

Benefits at Central City Concern offered to our employees!
Central City Concern offers incredible benefits to our employees. We offer an extensive total rewards package to include base wages, medical, dental, vision, and voluntary plans. Central City Concern also takes employees' financial wellness into consideration and provides a rich retirement match.

• Generous paid time off plan beginning at 4 weeks of PTO accrual per year! Accrual amount/rate increases with longevity.
• Amazing 403(b) Retirement Savings plan with an employer match of 4.25% in your 1st year, 6% in the 2nd year, and 8% in your 3rd year!
• 11 paid Holidays + 2 Personal Holidays to be used at the employee's discretion.
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long-Term Disability Insurance!
• Sabbatical Program offering extended time off at years 7, 14, and 21.

As an agency deeply rooted in recovery, part of our policy and commitment to a drug and alcohol-free workplace includes post-offer, and pre-employment drug screens. Please note we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.
CCC values and celebrates diversity in race, heritage, ethnicity, gender identity and expression, sexual orientation, religion, age, and disability. We are an Equal Opportunity Employer and we prioritize active inclusion of diverse staff.
Central City Concern is a second-chance employer and complies with applicable laws regarding the consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this particular job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)