Reports to: IT Systems Administrator

Status: Part Time, Non-Exempt

Schedule: Monday – Friday (20 hours per week, flexibility in scheduling based on needs)

Location: Hybrid (in office and traveling to sites)

Salary: $22.00 - $25.00 per hour (depending on experience)

About Neighborhood House

Neighborhood House is a non-profit agency providing social services for children, families, seniors, and people experiencing food and housing insecurity. We have been engaging in anti-poverty work for over 115 years, offering a safety net to ensure that our community has the support they need to thrive. Neighborhood House is committed to fostering an inclusive work environment. Our goal is to build a team that reflects the rich diversity of the communities we serve.

Purpose of this Role

The IT Help Desk Field Technician provides a wide variety of technical support to approximately 100 employees across multiple locations in the Portland metro area.

Primary Responsibilities

The Part-Time IT Help Desk Technician provides a wide variety of technical support to employees and assists the IT Systems Administrator in maintaining the organization's IT infrastructure. This role assists the IT Systems Administrator in maintaining the organizations IT infrastructure, troubleshooting hardware and software issues, assisting with user account management and ensuring smooth day-to-day IT operations. The IT team supports approximately 100 employees, both in-office and remotely.

The successful IT Help Desk Technician works autonomously and efficiently to respond to support requests via Ticket system, MS Teams, email, phone and in person interactions. In this role you will diagnose and resolve issues with laptops, desktops, mobile devices, printers and other end-user hardware.

This role provides training and support with Microsoft 365 applications, including Outlook, Teams, SharePoint, and One Drive. The IT Help Desk Technician is responsible for educating end users on best practices for security, software use, and data handling in Microsoft 365. This individual will also assist with onboarding new employees by setting up workstations and providing IT orientation.

In this position, you will collaborate with the IT Systems Administrator on special projects and IT improvements as needed; documenting troubleshooting steps and maintaining IT knowledge base articles. This role is influential in enforcing IT policies and ensuring compliance, must be an effective communicator and have strong interpersonal skills.

Responsibilities Include

Technical Support, Troubleshooting & Training:

1. Provide on-site and remote support for desktops, laptops, mobile devices, printers, and other end-user hardware.
2. Respond to IT support requests via Ticket system, Teams, email, phone, and in-person assistance.
3. Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, and printers.
4. Support, troubleshoot, and provide training to employees with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
5. Educate users on best practices for security, software use, and data handling in Microsoft 365.
6. Assist with onboarding new employees by setting up workstations and providing IT orientation.
7. 
   

User Account & Access Management

1. Assist in creating, modifying, and deactivating user accounts in Microsoft 365 and Active Directory.
2. Reset passwords and manage user access permissions.
3. Support multi-factor authentication (MFA) setup and troubleshooting.
4. 
   

Hardware & Software Maintenance

1. Install, configure, and update software applications as needed.
2. Deploy, configure, and maintain Microsoft 365 services, including user accounts, mailboxes, and security groups via Microsoft Entra ID (formerly Azure AD).
3. Perform routine maintenance on IT equipment, including desktops, laptops, and network devices.
4. Maintain an inventory of IT assets and coordinate hardware replacements.
5. Assist with user onboarding/offboarding processes, including device setup, M365 license assignments, and access provisioning.
6. Collect IT equipment from employees leaving the organization or going on leave of absence.
7. Set up and issue equipment for new employees.
8. 
   

Security & Compliance

1. Assist with implementing IT security best practices, including antivirus updates and software patching.
2. Help enforce organization-wide IT policies and ensure compliance with security protocols.
3. Monitor and report potential security incidents to the IT Systems Administrator.
4. Audit and configure Access Management in multiple SharePoint sites.
5. 
   

Minimum Qualifications

1. Associate degree in Information Technology, Computer Science or related field. Will consider relevant work experience in lieu of degree.
2. 2+ years of experience in IT Support, help desk or customer support related role.
3. Strong knowledge of Microsoft 365: Outlook, Teams, SharePoint, OneDrive, Exchange Online, Entra ID.
4. Must understand networking principles and troubleshooting connectivity.
5. Ability to prioritize and manage multiple support requests efficiently.
6. Effective communication skills, both verbal and written.
7. Strong organizational and time management skills.
8. Must have reliable transportation and be able to travel to multiple locations as needed.
9. 
   

Preferred Qualifications

1. Experience with mobile device management (Intune or similar MDM platforms).
2. Microsoft 365 Certified: Modern Desktop Administrator Associate.
3. CompTIA A+, Network+, or similar certifications.
4. 
   

Benefits

Neighborhood House offers part-time employees working 20 hours per week the following benefits:

1. 13 days PTO
2. 12 paid holidays
3. Employee assistance program
4. Employees are eligible for credit in the Public Service Loan Forgiveness program.

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