Urban League of Portland Hiring for Information Technology (IT) Customer Service Analyst Job at Portland, OR Full Time

JOB DESCRIPTION

JOB TITLE: Information Technology (IT) Customer Service Analyst

GROUP: Administration

SUPERVISOR: Operations Manager

ACCOUNTABLE TO: Director of Finance & Administration

SALARY: $60,000 – $65,000/yr.

HOURS AND LOCATION: 10 N. Russell Street, Portland OR 97227 – 8:30 a.m. – 5 p.m., Monday – Friday Currently an office/work from home hybrid position (with occasional weekend and evenings)

SCOPE OF WORK:

The Urban League of Portland’s IT Customer Service Analyst is responsible for providing technical support and assistance. The IT analyst will interact with staff by phone, email, or in-person to resolve computer problems related to software and hardware issues to help them get back up and running smoothly. This position will also be a liaison between staff and our IT vendors. Excellent communication skills and problem-solving skills are ideal and hands-on experience with technical projects. The position will also support the mission of the Urban League by assisting with projects, participating in UL community events, and acting as a resource as needed. The IT Analyst must be creative and enjoy working within an environment that is mission-driven, results-driven and community oriented. The ideal individual will have the ability to exercise good judgment in a variety of situations, possess strong customer service, administrative, and organizational skills, and will have the ability to maintain a realistic balance among multiple priorities.

COVID-19 Requirements: All employees must have completed a COVID-19 vaccine series that has been authorized by the Food and Drug Administration (FDA) or by the World Health Organization (WHO) before beginning work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for staff seeking technical assistance over the phone or email.
• Perform remote troubleshooting through the use of diagnostic tools and techniques.
• Determine the best solution based on the issue and details provided by staff.
• Assist staff members through the problem-solving process.
• Direct unresolved issues to the next level of support, usually, external vendor(s).
• Provide accurate analytical information regarding existing and potential IT products or services.
• Constantly identify and improve IT procedures.
• Develop and maintain an internal IT Services Manual.
• Maintain inventory management of equipment.
• Take ownership of staff issues that are reported and ensure that they are addressed through too resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Work closely with IT vendor to resolve technical issues.
• Standardize procedures for proper escalation of unresolved IT issues with the appropriate internal teams