Help Desk Systems Administrator

Position Title: Help Desk Systems Administrator

Location:  Portland, OR 

Reports To:   Chief Administrative Officer

Compensation: $24-$24.85/hr

Schedule: Full-time/Non exempt. Must be able to provide in office coverage for afternoon and evening shifts and rotate on-call for weekend support.

About the Organization: Lines for Life is a regional non-profit that is dedicated to preventing substance abuse and suicide. We offer help and hope to individuals and communities and promote mental health for all. Our work addresses a spectrum of needs that include intervention, prevention, and advocacy. We educate, train, and advocate to prevent issues of substance abuse, mental illness, and thoughts of suicide from reaching crisis levels. But when a crisis arises or support is needed, we are available 24/7/365 to intervene with personalized help. 

Help Desk Systems Administrator Position Overview: Lines for Life is experiencing significant growth year over year. In order to meet the needs of expanding staff, over a 24/7 work cycle, we are building out a team of dedicated, hybrid/on-site information technology (IT) support staff. The Help Desk Systems Administrator will work with the IT team members to help staff and volunteers with installation, troubleshooting, and support for hardware, software, and networks. The Help Desk Systems Administrator will coordinate with Lines for Life’s MSP and other IT vendors on complex technical projects and will also assist with the implementation of an IT Strategy. This position will also rotate with the other members of the IT team to provide seamless real time and on-call coverage in order to meet the needs of our 24/7 crisis lines operations. 

Help Desk Systems Administrator Responsibilities:  

• Assist with installation, troubleshooting and support for hardware, software and networks based on priority level. Document issues and solutions and escalate the issues to external support from vendors as needed. 
• Perform root cause analyses on common technical issues and provide recommendations to supervisor on how to prevent these issues from recurring. 
• Configure and maintain equipment like laptops, PCs, printers, scanners, phones, and network equipment. 
• Coordinate complex projects with IT vendors and providers with the support of the Director of IT and Security. Schedule and communicate maintenance windows with staff and vendors so that the crisis lines remain operational with as little disruption as possible. 
• Create standard work instructions and deliver trainings to staff and volunteers on how to use Lines for Life’s technology. 
• Create and maintain up to date documentation of repeated processes for use by MSP and others with administrative access to infrastructure and systems.
• Maintain an inventory of all current IT equipment, track the usage of equipment by staff and volunteers, and make recommendations to supervisor about replacements when necessary. 
• Create and/or collaborate on development and maintenance of an IT and Security Policy and Process library.
• Research new technology and provide recommendations to management about systems and equipment that could enable staff and volunteers to work more efficiently and effectively. 
• Assist with the implementation of an IT Strategy including security best practices and development of the business continuity and disaster recovery plan. 
• Collaborate on development and implementation of IT strategic plan.
• Identify, attend, and successfully complete two professional development offerings per year with approval from supervisor. These will be subsidized by the organization based on reimbursement policy. 
• Perform other duties as assigned. 

Help Desk Systems Administrator Required Knowledge and Skills: 

• High school diploma and a minimum of 2 years of college coursework in Information Technology, Computer Science or related field required. 
• Experience working in Tier 1 and Tier 2 Help Desk support and expanded complex work that includes systems administration, including setting up, configuring, and maintaining equipment, managing Active Directory (including ongoing hygiene), supporting virtual technologies and platforms.
• Must have demonstrated Customer Service mentality, including ability to effectively support and communicate with non-technical staff.
• Knowledge about HIPAA compliance and IT security best practices preferred. 
• Project management skills including the ability to prioritize tasks, communicate status, and stay on track with deadlines and deliverables. 
• Ability to perform root cause analyses and research solutions to common technical issues 
• Proactive and creative problem-solving skills. 
• Continuous improvement mindset and actions.
• Proactive and effective verbal and written communication skills to be able to describe technical issues to external IT vendors and providers, as well as the ability to explain how to use technology in a way that staff and volunteers without a technical background can understand. 
• Ability to work under pressure. Patience and a sense of humor a plus. 

Help Desk Systems Administrator Schedule: This is a full-time position which will overlap with other IT staff schedules, providing coverage for afternoon and evening shifts and rotate on-call for weekend support. On occasion, maintenance or urgent IT issues may require availability for work outside agreed upon schedule. 

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. 

EEO: Lines for Life strives to create a diverse, inclusive environment to better represent the communities that we serve. We are an equal opportunity employer.