IT Support Technician (Part-Time)

Location: Hillsboro, Oregon

Pioneer Utility Resources, Inc. is a communications cooperative delivering innovative solutions to utilities since 1954. As a non-profit cooperative of our members, we strive to bring connection, communication, and comfort to largely rural communities. We do this with storytelling through print and digital channels, energy efficiency program management, direct installation of energy efficiency products, and energy industry reporting.

Job Summary

The IT Support Technician position is scheduled to work approximately 18-20 hours per week, primarily during regular business hours. Work will be performed at the company’s offices in Hillsboro, Oregon.

The position’s primary duty is to provide excellent remote and in-person desktop and applications user support for approximately 120 colleagues via our ticketing system. Additional duties (as capacity allows) is likely to include procuring, configuring, provisioning and inventorying PCs and Macs; performing routine maintenance; maintaining organized documentation; and carrying out other user, network, or hosted platform tasks as assigned by the Director of IT.

Future scope of work, as the position advances, may include improving usability and leveraging tools for new purposes; participating in projects such as system reconfiguration or hardware replacements; researching and streamlining tool application for users; providing technical training to users; assisting with development or delivery of training presentations; installing patches and upgrades; and more.

This position will be an excellent fit if you:

• Are looking for a part-time position that will grow your IT skillset under excellent mentorship.
• Enjoy in-person work, but also do well providing support to remote users.
• Appreciate a wide variety of tasks within your workday.
• Like to “push through” multiple approaches to a challenge until a solution is found.
• Gain satisfaction from serving others – and checking an open ticket “Done!” with a trail left behind to expedite future similar resolutions.

This position will not be an excellent fit if you:

• Require full-time work with a single employer in the near term.
• Are looking to specialize ASAP in a single area of IT support work (e.g., networking, cybersecurity or software engineering).
• Dislike using videochat to connect with colleagues and conduct remote support sessions.
• Tend to raise the white flag and pass a ticket on to others when you encounter a modest obstacle.

Responsibilities

• Address user tickets regarding hardware, software and networking
• Acquire desktop hardware from approved sources in accordance with user roles and needs
• Provide desktop hardware configuration and remote desktop support
• Remote and local support installing applications and computer peripherals
• Customize desktop applications to meet user needs
• Document technical issues and solutions
• Direct unresolved issues to the next level of support personnel
• Follow up with users to ensure their systems are functional
• Document thoroughly each ticket resolution and user hardware/software request
• Help create technical documentation and manuals
• Support and understand Pioneer’s primary and secondary systems (including Monday.com, Dropbox, Quickbase, Slack, Zapier, Front, Microsoft 365, Adobe Creative Cloud, SharpSpring, PageProof, Canva, Quotient, Mailchimp, Certify, Accounting Seed, Sharefile, Password Management Applications, etc.)
• Maintain availability by phone, chat or text during scheduled working hours to support critical IT occurrences
• Other IT-related duties as assigned

Supervisory Responsibilities

• None

Skills

• Demonstrates ability to support technology users with promptness and positivity
• Familiarity with IT ticketing support best practices
• Understanding of troubleshooting to ask targeted questions to diagnose problems
• Ability to guide users with simple, step-by-step instructions
• Familiarity in conducting remote troubleshooting
• Motivation to test alternative pathways until you resolve an issue
• Adaptability to learn new platforms and technologies
• A penchant for problem-solving, project work and organized documentation
• Exceptional attention to detail
• Ability to manage multiple concurrent deadlines
• Effective oral, written, and relationship management skills
• Dedication to our motto: “We serve so others may shine!”

Requirements

• Associate’s degree in technology or related field
• Two or more years in similar roles, demonstrating the responsibilities outlined above across multiple platforms
• Proof of ongoing professional development, classes and/or certifications demonstrating continuous learning
• Experience may be substituted for higher education (if applicable)

Desired Attributes

• A current preference for part-time work. An interest in growing with the role and increasing work hours in coming years may be an added bonus.
• Possession of two or more of the following certifications, or currently working towards an IT-related bachelor’s degree

Apple Certified Support Professional (ACSP)

Certified Network Associate (CNA)

Certified Technician (CT)

A+

IT Fundamentals+ (ITF+)

Network+

Microsoft 365 Fundamentals

Microsoft Technology Associate (MTA)

Physical Demands

• Sitting or standing at desk for approximately 80% of any given workday
• Walking, lifting, moving, or carrying 30lbs.+ (configuring PCs at workstations, unpacking received computing equipment, etc.) for approximately 10% of any given workday
• Ability to meet basic physical demands of travel (if necessary).

Travel

• No significant travel is anticipated for this position

Retirement Benefits

This part-time position may accrue sufficient hours to qualify for Pioneer’s 401k plan.

Health and Wellness Benefits

This position at less than 20 hours per week is not eligible for Pioneer’s health and wellness plans. At 20 hours per week, while not eligible for medical, this position is eligible for dental, vision, long term disability and group term life.

Holiday and PTO

We believe that time away from work is a necessary part of a healthy lifestyle. When rested and energized, team members do better work. Pioneer provides full time staff with 12 paid holidays per year (all federal holidays plus the day after Thanksgiving), and a PTO plan that starts at an accrual rate of four weeks per year. Holiday and PTO benefits are prorated for part-time staff.

Mobile Device Reimbursement

For qualifying positions, Pioneer provides up to $45/month of reimbursement for mobile phone expenses, prorated for part-time employees.

Job Types: Part-time, Permanent

Pay: $22.00 – $25.00 per hour

Benefits:

• Paid time off

Application Question(s):

• Describe a past experience providing desktop support over video chat to a remote technology user. What did you enjoy most about that experience? What was most difficult about it?
• How would you describe Pioneer’s mission in your own words? If that’s a mission that resonates with you, tell us why!
• This is a part-time opportunity consisting of 18-20 hours per week. Please indicate your awareness of this by responding with “Yes.” Thank you!
• A cover letter, while not required, will ensure that your application receives maximum review. In your cover letter, please briefly describe (a) why you find this opportunity at Pioneer compelling, and (b) why you are likely to stand out as an excellent candidate. Thank you!

Education:

• Associate (Preferred)

Experience:

• IT Help Desk: 2 years (Required)

Work Location: In person