It Support Representative Jobs in Oregon (NOW HIRING)

At JH Kelly, we're seeking a friendly, customer-focused IT Support Specialist to join our IT team and provide timely, effective technical support to our employees across offices and jobsites. This is a primarily on-site role based in our Milwaukie, OR location, with the ability to travel occasionally to our other office locations as needed. If you're energized by troubleshooting issues, creating helpful resources, and thriving in a collaborative environment, this is your opportunity to make an impact with a legacy construction leader.

Pay Range: $23-$30 per hour (DOE), FLSA non-exempt (overtime eligible).

• Comprehensive Medical/Vision/Rx - Dental/Ortho Coverage: JH Kelly pays 87.5% of total premiums.
• Paid Vacation and Holidays: Generous PTO model to support work-life balance.
• 401K: 50% company match on the first 6% of employee contributions.
• Life Insurance, AD&D, STD & LTD: Paid 100% by JH Kelly.
• Annual Performance Bonuses: Opportunity for additional compensation based on performance.
• Profit Sharing: Participate in JH Kelly's profit-sharing program. Averaging 9% of total compensation for the past 10 years.

Here's a deeper dive into your responsibilities:

• Answer and triage inbound IT support phone calls; create and update help desk tickets, gather required details, and set clear expectations with users.
• Provide walk-up and in-person support for employees in the office; coordinate with remote team members for escalations and advanced troubleshooting.
• Resolve common Tier 1 issues by following standard procedures and knowledge base articles (e.g., account/password issues, MFA support, email/Teams, printing, basic VPN/WiFi connectivity, and workstation troubleshooting).
• Use approved remote support tools to assist employees at other offices and jobsites while working on-site; escalate complex issues to senior IT staff and vendors as needed.
• Manage work through the ticketing system: categorize and prioritize requests, document troubleshooting steps and outcomes, communicate updates, and meet team service targets (SLAs/response goals).
• Support onboarding/offboarding tasks as assigned (basic device setup, standard software installs, and account access requests following approved processes).
• Install, configure, and maintain peripherals, including printers, monitors, docks, cameras, and conference room A/V systems; coordinate vendor support as needed.
• Assist with device provisioning, imaging, deployment, and replacement activities; support basic asset tracking and lifecycle processes.

Training, Documentation, and Adoption

• Create and maintain self-service documentation such as knowledge base articles, quick-reference guides, and short how-to resources for everyday IT tasks and internal applications.
• Assist with basic user training (remote and on-site) as needed, including new user orientation on standard tools (e.g., Microsoft 365, MFA, printing, and access processes).
• Partner with the IT team to identify common issues and improve documentation, workflows, and communication to reduce repeat tickets.
• Document recurring problems and recommended fixes; contribute to continuous improvement of support processes and knowledge base quality.

Process, Security, and Professional Standards

• Follow IT policies, change procedures, and security best practices (e.g., MFA, least privilege, data handling).
• Identify and promptly report suspected security incidents, policy violations, or high-risk issues to the appropriate IT leadership.
• Maintain professionalism, clear communication, and a customer-service mindset when supporting employees in the office and field.

Other

• Follow any other instructions and perform any other duties requested by the supervisor.

• Experience: Minimum of 1-2 years of experience providing Information Technology support, help desk, or a customer service role involving technical troubleshooting and phone support.
  • Experience using a ticketing system or willingness to learn; ability to clearly document work performed and communicate status updates to users.
  • Basic familiarity with Windows and standard business applications (or demonstrated ability to learn quickly with coaching and documentation).
  • Experience creating self-help as well as instructor-led training materials in various formats.
  • Preferred: Experience supporting Microsoft 365 (Teams, OneDrive, SharePoint, Outlook) and Windows 10/11 in a business environment.
  • Preferred: Familiarity with remote support tools and/or endpoint management/deployment tools (e.g., Intune, PDQ, Autopilot, Jamf) is a plus.
• Education: High school diploma or GED required. Preferred: Associate degree, relevant coursework, or equivalent training/certification(s) (e.g., CompTIA A+, ITIL Foundation, Microsoft MS-900).
• Skills:
  • Professional, friendly phone and in-person communication; able to ask good questions, de-escalate issues, and set clear expectations.
  • Structured troubleshooting approach and ability to follow standard procedures/knowledge base articles; knows when to escalate.
  • Strong written communication and documentation skills for ticket updates, troubleshooting notes, and knowledge base contributions.
  • Excellent time management and prioritization; able to handle multiple tickets and calls while meeting response targets.
  • Collaborative and dependable; works effectively with an on-site team and remote IT teammates.
• Mindset: Strong customer service mindset; patient and supportive with users of varying technical skill levels.
• Requirements: Ability to work on-site and travel to job sites or other offices as required by business needs.