IT Support Technician

The IT Support Technician (ITST) is responsible for troubleshooting information systems issues for the Northwest Portland Area Indian Health Board (NPAIHB) information technology environment. The ITST is responsible for assisting the Network Administrator, IT Systems Analyst and the IT Director in the support of the information technology environment at NPAIHB. This support includes troubleshooting and responding to Help Desk support calls and tickets. The purpose of the position is to provide first level technical support and triage for the information systems used by NPAIHB and tribes of the Northwest.

The ITST reports to the Director of Operations. This scope of work is housed within the Administrative Division.

This position is based at NPAIHB's offices in Portland, Oregon. Local travel and/or overnight travel outside of the area is required approximately 10% of the time.

Essential Functions

Information Technology Support

• Responds to remote and in-person support requests related to network connectivity, desktop application troubleshooting
• Configures and maintain PCs, tablets, and audiovisual equipment operation
• Assists with office cardkey security system, network security and PC security
• Maintains office equipment including copiers, printers, and fax machines

Data Information and Telecommunications Systems Coordination

• Maintains telephony equipment including VoIP switches, phone sets, software installation and upgrades

• Supports organizational approved software support on staff personal smart phones

• Provides reporting and documentation involving information system changes and upgrades

• Supports the hardware, software and telecommunications for NPAIHB

• Installs and configures hardware, software, and telecommunications equipment necessary for the secure electronic transmission of data to and from Northwest Tribes, NPAIHB, and state and federal agencies including the Indian Health Service (IHS)

• Responsible for maintaining NPAIHB's inventory of computers and other technology equipment

• Assists in maintaining the connectivity for NPAIHB's trainings and events, including the Resource and Patient Management System (RPMS) and training room utility

Other Duties

• Performs other duties as assigned by the Director of Operations and/or Executive Director or designee

Standards of Conduct

• Act in service to the Tribes and Tribal communities we serve
• Uphold the Mission, Values, and Vision of the NPAIHB
• Maintain the highest level of confidentiality with all NPAIHB information and documentation
• Consistently exhibit professional behavior and a high degree of personal and professional integrity and impartiality appropriate to the responsible and confidential nature of the position
• Exercise good judgment and initiative in performance of duties and responsibilities
• Demonstrate high emotional intelligence in the performance of all duties and responsibilities
• Orientation toward learning, innovation, service, and the building of second-line leadership
• Commitment to building an organizational culture which centers NPAIHB's service to Tribes, promotes professional excellence, and builds an environment where employees grow and thrive
• Commitment to build an inclusive workplace across a range of identities and experiences, including (but not limited to) geography, age, gender identity, gender expression, sexual orientation, ethnicity, class, language, disability, religion, spiritual practices, and immigration status
• Sees diversity as a strength, and equity as a baseline
• Work in a cooperative manner with all levels of management and with all NPAIHB staff
• Effectively plan, organize workload, and schedule time to meet workload demands
• Use reasonable judgment to consistently display professional work attire during normal business hours, and/or dress appropriately for the workday, space, or event in lieu of a formal dress code
• Be present, available, and responsive for meetings and calls during regular working hours
• Commit to sharing knowledge and building expertise by participating in all virtual spaces in our workplace with cameras on
• Show consideration by communicating effectively and building collective understanding
• Recognize that relationships are the cornerstone of NPAIHB's work by treating all NPAIHB delegates/alternates, partners, staff, and American Indian/Alaska Native people with dignity and respect
• Participate willingly in NPAIHB activities

Minimum education required*:

• Associates Degree; currently enrolled in college level courses in information systems or a related field; or certified in Information Technology
• *A minimum of two years of demonstrated experience in IT may serve as an acceptable substitute for education requirement

Experience

Minimum experience required:

• Two (2) years of experience in Information Technology
• Experience with Microsoft Office installation, configurations, and troubleshooting
• Must be able to demonstrate proficient knowledge of information systems and cloud computing technology
• The following experience, knowledge and skills are highly desirable/preferred:

o Experience with remote troubleshooting and cloud-based software

o CompTIA A+, Security+, Network+, Cloud+, ITIL Foundations, Google IT Support, Microsoft Fundamentals, AWS Cloud Practitioner

o Must be willing to configure, ship, transport, and receive computer equipment

o Smartphone and wireless network troubleshooting

o A minimum of one year of experience in computing and network troubleshooting

o Experience with Apple products

o Experience in imaging computing devices for mass deployment

o Proficient in Microsoft Office 365

o Strong PC and related hardware/software installation and troubleshooting skills

o Excellent writing and presentation skills

o Strong interpersonal communication skills and ability to work with a variety of staff

o Must be able to effectively communicate information technology terms and concepts to non-IT/non-tech savvy persons

Additional experience preferred:

• Direct experience working with Northwest Tribes
• Experience in the planning, organization, implementation, and follow-up of public health-related coalitions
• Experience with AV equipment

Required Knowledge, Skills, and Abilities

• Demonstrated knowledge, discretion, tact, judgment, and overall ability in working effectively with federal, Tribal, and other professionals, and facilitating participation and partnership in the activities of the Administrative Division
• Proficiency with computer applications (specifically Word, Excel, PowerPoint, and other Microsoft Office Suite programs)
• Excellent interpersonal skills
• Must be sensitive to cross-cultural differences, and able to work effectively within their context.
• Ability to work with minimal supervision, exercise initiative, and make independent decisions and recommendations
• Ability to complete tasks in a timely and accurate manner
• Must have a valid driver's license, and use of a personal vehicle. Employees are required to carry liability insurance
• Ability to travel occasionally (approximately 10% of the time), * Frequently involves sedentary work (exerting up to 10 pounds of force and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects, including the human body)
• Occasionally involves light work (exerting up to 20 pounds of force and/or up to 10 pounds of force and/or a negligible amount of force to move objects), * Consistently requires the ability to receive detailed information through oral communication and expressing or exchanging ideas or important instructions accurately, loudly, or quickly
• Constantly requires working with fingers, rather than the whole hand or arm
• Constantly requires repetitive movement of the wrists, hands, and/or fingers
• Often requires walking or moving about to accomplish tasks
• Often requires standing and/or sitting for sustained periods of time
• Occasionally requires ascending or descending stairs or ramps using feet and legs and/or hands and arms
• Occasionally requires raising objects from a lower to a higher position, or moving objects horizontally
• Occasionally requires stooping, which entails the use of the lower extremities and back muscles
• Infrequently requires crouching

Typical Environmental Conditions

The worker is frequently subject to inside environmental conditions, which provide protection from weather conditions, but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions.

Travel Requirements

Local travel and/or overnight travel outside of the area is infrequently required ten percent (10%) of time.

Disclaimer

The individual must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing a significant safety threat to self or others describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified.

Health insurance, Paid time off, Vision insurance, Dental insurance, Paid holidays Full-time Portland, OR 97209

The Northwest Tribes have long recognized the need to exercise control over the design and development of health care delivery systems in their local communities. To this end, they formed the Northwest Portland Area Indian Health Board (also referred to as NPAIHB or "the Board") in 1972. Guided by a vision of "Health and Wellness for the Seventh Generation," NPAIHB is a 501(c)3 designated (non-profit) organization and Tribal organization, P.L. 93-638, under the Indian Self-Determination and Education Assistance Act (ISDEAA) serving the 43 federally recognized Tribes in the states of Idaho, Oregon, and Washington (Northwest Tribes). Tribes become voting members of the Board through resolutions passed by their governing body. Each member Tribe designates a delegate to serve on the NPAIHB Board of Directors. Led by our Board of Directors, NPAIHB's mission is to "eliminate health disparities and improve the quality of life of American Indians and Alaska Natives by supporting Northwest Tribes in their delivery of culturally appropriate, high-quality health programs and services." We have a staff of over 120 professionals dedicated to advancing Tribal health for the 7th generation in the Pacific Northwest.