IT Help Desk Support Technician

Job Description

Job Description

Title : IT Help Desk Support Technician

Location : Coos Bay, Oregon

Program : Oregon Coast Community Action

Reports to : Director of IT

HR Contact : hr@orcca.us

Pay Level : Starting at $20.80 hourly, Depending on experience and qualifications

Staff Supervised : None

FSLA Status : Non-Exempt from Overtime

Effective : Sept. 17th 2025

Position Type : Full-Time, Year-Round

Revised : Sept. 17th 2025

Job Description

PRIMARY PURPOSE :

To monitor and respond efficiently to support requests from ORCCA staff, troubleshooting a variety of technical support problems related to technology systems, while documenting processes and results. Escalating and assigning issues as appropriate. Performing related work as required. Performs any combination of the following duties according to specific departmental and / or program goals.

ESSENTIAL JOB FUNCTIONS (Reason position exists is to perform these functions) :

Administration

• Complete detailed troubleshooting of technical problems associated with computer hardware and software interrelationships / dependencies.
• Develop and maintain documentation of ticket support system processes and resolutions, for reporting metrics and tracking of issue trends.
• Assign / Escalate support tickets to Tiers 2 and 3 as necessary.
• Inform / Educate users of IT policies and best practices.
• Provide input to management regarding technological advances / changes that should be considered.
• Weekly reporting to the Director of IT (i.e. work completed, ongoing issues, research, training, etc.).
• Other duties as assigned.

Training

TEAM EXPECTATIONS :

Teamwork - We join our individual strengths together creating teams and circles of cooperation to promote innovative thinking and bring opportunity to our community.

Partnerships - We create collaborative community partnerships to best leverage all resources available for the benefit of the community.

Diversity - We welcome and accept differences and honor our co-workers and clients by treating each person with equality, dignity, and respect.

Confidentiality & Ethics - We maintain a high standard of ethics and integrity to respect the confidentiality of clients and staff.

Physical Safety - We respond promptly to address health and safety needs or concerns for clients and staff.

Communications - We encourage timely, open-minded, respectful, and direct communication to alleviate controversies and foster a safe, productive workplace.

Health & Sustainability - Recognizing the importance of physical, emotional, and environmental health, we seek to inspire and model healthy, sustainable living.

Public Relations - We recognize that each of us represents the entire agency in our public interactions and strive to act in a consistently professional and unbiased manner.

Professional Growth - We provide an environment supportive to personal and professional growth, cross training, and advancement.

INDIVIDUAL EXPECTATIONS :

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES :

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :

EXPERIENCE AND EDUCATION REQUIREMENTS :

WORK ENVIRONMENT :

OTHER :

NOTE : The specific statements reflected in each section of this position description are not intended to be all-conclusive, but rather the basic elements and criteria considered being necessary in order to satisfactorily perform the duties associated with the position. Your employment with ORCCA is at will. This means your employment is for an indefinite period of time and it is subject to termination by you or Employer with or without cause, with or without notice, and at any time.

Oregon Coast Community Action is an Equal Opportunity Employer. ORCCA does not and shall not discriminate on the basis of race, color, religion, creed, gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operation.

Please inform Human Resources at 541-435-7090 or hr@orcca.us if you require a reasonable accommodation in order to perform the essential functions of this job.