IT Help Desk

Multnomah County’s Department of County Assets is hiring an IT Help Desk Specialist to support County employees with hardware, software, VPN, and network troubleshooting through phone and email.

Responsibilities

• Deliver prompt, accurate, and empathetic technical assistance to County staff across all cultural backgrounds.
• Resolve Tier 1 and Tier 2 issues involving broad-scale software, hardware, and network problems using Knowledge Base articles and standard operating procedures.
• Document support activity with high-quality ticket notes in ServiceNow, ensuring correct issue categorization and detailed work logs.
• Troubleshoot hardware, software, VPN, and network issues via phone and email.
• Use tools such as Active Directory, SCCM, and remote software to resolve 65–70% of requests on first contact.
• Escalate complex or unresolved items as needed to support teams.
• Stay current on emerging technologies and system changes, contribute to Knowledge Base articles, and support team quality-improvement efforts.

Requirements

• Associate’s Degree; if you do not have a degree, equivalent years of experience may be considered.
• 3 years of customer service experience providing professional, culturally inclusive support.
• Demonstrated troubleshooting experience for Tier 1 & Tier 2 technical issues across: laptops, mobile devices, software, VPNs, printers, and network connections.
• Cover letter expanding on your resume, explaining interest in the position and how you meet the minimum qualifications.
• Completed online application.
• Resume that includes relevant experience and education, with employer names, locations, employment dates, job titles, and a brief summary of responsibilities for each role.

Technologies

• Active Directory
• SCCM
• Remote software
• ServiceNow
• Knowledge Base
• VPN

Benefits

• Full-time, hourly, union-represented role (AFSCME Local 88) eligible for overtime.

Job Details

• Location: Portland, OR (hybrid); work site address: 501 SE Hawthorne Blvd., Portland, OR 97214
• Telework schedule: primarily routine telework; hybrid or full in-office options may be offered based on candidate needs; on-site daily during 2 months of training
• Employment type: Regular Represented
• Exemption status: Non-Exempt
• Department: Department of County Assets (DCA)
• Job profile: 6416 - Information Specialist 2
• Pay range: $40.27 - $49.52 Hourly (USD 40 - 49 per hourly)

Closing Date

• Open until filled: August 10, 2026
• Closes once 150 applications are received, regardless of the listed closing date.

Preferred Qualifications / Transferable Skills

• Experience using call tracking and service management systems such as ServiceNow.
• Experience resolving technical issues using Active Directory, System Center Configuration Manager (SCCM), or remote support tools.
• Experience drafting or updating technical Knowledge Base (KB) articles and standard operating procedures.

Screening and Evaluation

• Initial review of minimum qualifications; may include additional preferred qualification review or supplemental questions.
• Candidate assessment may include review by subject matter experts, a skills assessment/exam, or a screening interview.
• Top candidates considered in order of rank and score from eligible candidate list; may include panel interview(s), a hiring interview, or additional testing.
• Finalists must pass thorough background check and reference checks.

Additional Information

• All employees must reside in Oregon or Washington.
• No work visa sponsorship, including H-1B, F-1 OPT, or STEM OPT.