Frontline Support Jobs in Oregon (NOW HIRING)

About RISE Partnership

At RISE Partnership, we partner with unions, responsible employers, and public agencies to support caregivers and public service workers. We give workers the resources they need to make the most of their union-negotiated training and benefits.

Our work is grounded in our core values: respect, integrity, service, and equity. These values guide how we deliver workforce solutions, like training, benefits navigation, job matching, and career development. We address the unique challenges Oregon workers face to ensure all workers have access to services and support that help them grow, thrive, and feel confident in their work and communities.

This position is represented by the Communications Workers of America (CWA), Local 7901. We value our collaborative relationship with CWA Local 7901 and respect the important role the union plays in advocating for our workers’ rights and well-being.

About This Role

The Technology Support & Security Manager reports to the Technology & Applications Manager and operates within the Information Systems department and Shared Services model to deliver secure, responsive, and high-quality support to RISE staff.

This role leads IS security operations and is accountable for Microsoft 365 security, SaaS application security, and overall system security. Responsibilities include security architecture, configuration, monitoring, and risk mitigation—not just administration—while tracking and reporting on security posture, incidents, and improvements.

The position supervises frontline support staff for the help desk, ensures reliable and secure service delivery. This includes ownership of helpdesk processes, help desk success metrics, and maintaining hands-on involvement through escalation support and backup helpdesk coverage. It also supports efficient resource use, fosters cross-department collaboration, and enables staff to focus on high-impact program delivery.

Essential Functions

Enterprise Security Operations:

• Owns Microsoft 365 security architecture, including Entra ID, Conditional Access, MFA, DLP, Defender, and compliance configurations, ensuring alignment with established security policies and standards
• Develops, implements, and enforces security policies, standards, and best practices aligned with organizational risk tolerance, compliance requirements, and evolving threats
• Partners with stakeholders to operationalize security policies through system configuration, access governance, and standardized processes across applications
• Drives policy adoption through structured rollout plans, including communication, training, and system-level enforcement mechanisms
• Continuously monitors security posture, alerts, and vulnerabilities; ensures policy compliance through proactive monitoring and leads incident response and remediation activities
• Conducts risk assessments to identify gaps between policy and practice and drives continuous improvement of both policy frameworks and technical controls.
• Owns identity and access management policies and their implementation, including account provisioning, deprovisioning, licensing, permissions, and role-based access models
• Leads the implementation of data governance policies, including retention, archiving, classification, and access controls, ensuring compliance through system configuration and monitoring
• Establishes repeatable processes and templates for policy creation, approval, implementation, and ongoing review
• Leads the development, documentation, and lifecycle management of security policies governing Microsoft 365 and SaaS platforms, translating organizational requirements into enforceable technical controls
• Ensures access controls are consistently applied and enforced across systems in accordance with policy and least-privilege principles
• Implements and maintains Microsoft 365 security controls (MFA, Conditional Access, secure sharing, email protection) as direct enforcement of organizational security policies
• Leads SaaS security across platforms (Salesforce, JotForm, Asana, etc.), establishing and implementing policies for secure configuration, integrations, and role-based access control
• Regularly reviews and updates configurations to maintain alignment with policy changes, security best practices, and emerging risks
• Monitors security alerts, investigates suspicious activity, and executes incident response in alignment with established policies and procedures, including communication and documentation protocols
• Maintains comprehensive documentation for security policies, standards, procedures, and system configurations, ensuring clarity, accessibility, and consistency across the organization.

Supervision & Service Delivery:

• Supervises and provides daily direction, guidance, and support to the Information Systems Technician and other frontline support staff
• Responsible for Helpdesk metrics and customer satisfaction
• Monitors Helpdesk queues, service levels, ticket quality, and response timelines to help ensure reliable service delivery
• Provides coaching, feedback, training support, and performance input to promote strong customer service and technical growth
• Serves as an escalation point for complex or sensitive technical support issues
• Ensures support work is documented consistently and contributes to knowledge base and end-user documentation development
• Oversees endpoint and device management functions using Microsoft Intune and related tools
• Supports software deployment, patching, endpoint compliance, and routine maintenance to ensure secure and effective operations
• Tracks and manages hardware and software assets and helps coordinate acquisition, setup, and lifecycle processes
• Evaluates new tools, services, and improvements independently or in collaboration with other IS staff
• Assists in the development and maintenance of policies, procedures, and technical standards.

End User Support & Backup Coverage:

• Provides Helpdesk support to users through phone, email, chat, and/or in person as needed
• Acts as backup support coverage during staff absences, peak service periods, or urgent operational needs
• Troubleshoots and diagnoses issues related to workstations, mobile devices, printers, network connectivity, and business applications
• Supports onboarding and offboarding activities, including account setup, equipment preparation, access coordination, and orientation to core tools
• Coordinates pickup, shipment, setup, and maintenance of employee technology, including laptops, monitors, headsets, and peripherals.

Cross-Departmental Collaboration:

• Builds understanding of department workflows and technology needs in order to recommend practical, service-oriented solutions
• Represents the IS team on interdepartmental projects or with partner organizations as needed
• Serves as liaison to vendors and outside service providers related to support, systems, or technology operations
• Helps train staff on new systems, security practices, and technology processes as needed.

Being a Solid RISEr:

• Consistently upholds and aligns decisions with the RISE core values—Respect, Integrity, Service, and Equity
• Consistently integrates the RISE REDI Framework into their work, fostering a positive culture of belonging.

Knowledge, Skills, and Abilities (KSAs) 

Information Systems Leadership and Administration: 

• Strong knowledge of Microsoft 365 administration, security, and support best practices 
• Experience in creating and maintaining security policies 
• Experience with Entra ID / Active Directory account and group management, role assignment, permissions, and access controls 
• Knowledge of endpoint management tools such as Microsoft Intune and remote support utilities 
• Working understanding of cybersecurity practices including phishing prevention, MFA, secure password practices, and endpoint protection 
• Understanding of cloud collaboration environments, storage permissions, and secure content sharing 
• Understanding of general network connectivity troubleshooting. 

Supervision, Communication, and Service Delivery: 

• Ability to supervise, coach, and support technical staff while maintaining service expectations 
• Strong customer service orientation and ability to communicate effectively with technical and non-technical staff across the organization 
• Ability to prioritize multiple requests, manage escalations, and adapt to changing priorities 
• Acute attention to detail and understanding of how support work connects to broader organizational initiatives 
• Strong written documentation and process communication skills. 

RISE Values: 

• A commitment to advancing the voice and conditions of Oregon’s long-term care workers 
• Solution-focused, someone who emphasizes collaboration whenever possible 
• Ability to maintain confidentiality and uphold and model strong ethics 
• Ability to support RISE’s organizational values of Respect, Integrity, Service, and Equity in the development and delivery of work. 

Experience 

Required: 

• 5+ years’ experience working in technical support, systems administration, or a closely related role 
• 3+ years’ experience coordinating or leading the work of others, including task oversight, coaching, or supervisory responsibilities 
• Experience administering Microsoft 365 services and supporting account, licensing, and access management processes 
• Experience with Microsoft Intune for device management and endpoint administration 
• Experience with IT ticketing systems and documenting issues, resolutions, and technical procedures accurately 
• Competency with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. 

Preferred: 

• Academic degree in Computer Science, Information Technology, or a related field 
• Microsoft or industry certifications such as MS-900, MD-102, SC-300, Security+, or similar credentials 
• Experience supporting remote or hybrid work environments 
• Experience working in a nonprofit, public sector, or union-represented environment. 

Working Conditions 

• Hybrid role based in Portland, Oregon (primarily remote with required in-office attendance for meetings or team events as needed). 
• Requires prolonged periods of sitting and regular use of a computer. 
• Regular use of video during virtual meetings. 
• Regular working hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. 
• Willingness to work occasional extended hours, including evenings and weekends. 
• Ability to travel between worksites and/or meeting locations within the state as needed. 
• Must reside in Oregon or Washington and be able to attend in-person work or meetings in the greater Portland area, as needed. 

Benefits

• Generous Vacation Time 
• Generous sick time and parental leave benefits 
• 100% paid medical, dental, vision for employees 
• 100% paid medical, dental, vision for qualified dependents 
• Vision Reimbursement (up to $200/year) 
• Insurance Opt-Out Option 
• Optional FSA plan 
• $220 monthly flex spending benefit 
• 15% employer-funded 401k with no vesting period (not a typo!) 
• Monthly cell phone or internet reimbursement 
• 11 holidays + prorated floating holidays 

Application Requirements  

Ready to join RISE? To be considered, you will need to: 

1. Apply through our website

2. Submit a resume and a cover letter, which needs to answer how your knowledge and work experience align with the position you're applying for

3. Answer a prompt in the application regarding how you'd support RISE's values of Respect, Integrity, Service, Equity (e.g. experience advancing diversity, equity, and inclusion or fostering sense of belonging in the workplace). 

We look forward to hearing from you!  

Equal Opportunity Employer 

RISE Partnership is proud to be an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and equitable workplace. We strongly encourage applications from women, people of color, LGBTQ2S+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and others whose backgrounds and experiences strengthen our organization.