IT Help Desk Specialist

Portland, OR
Finance, IT and People

Summary

As a member of the IT team, responsible for providing internal technical support on computer hardware and software to all employees of Stumptown Coffee. Responds to queries, runs diagnostic programs, isolates problems, determines and implements solutions. Supports IT for all locations in Oregon, Washington, California, New York, and New Orleans with primary emphasis on supporting HQ.

Essential Functions

  • Provide technical assistance and support for incoming queries and issues related to computer hardware and software.

  • Respond to queries either in person, via JIRA or over the phone.

  • Remote desktop support as necessary.

  • Help maintain Jamf Mobile Device Management (MDM) for mobile devices (tablets, phones, laptops).

  • Train users on A/V equipment, printer and OS basics.

  • Maintain daily performance of computer systems, conference rooms, and phone systems.

  • Respond to JIRA tickets from internal customers seeking help or reporting issues.

  • Diagnose the nature of the IT-related problem, determine and deploy the solution or escalate as needed.

  • Install, modify, and repair computer hardware and software.

  • Run diagnostic programs to resolve problems.

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other IT systems.

  • Install computer peripherals for users.

  • Review open JIRA tickets and follow up with customers to determine if the issue has resolved or is persisting.

  • Gain feedback from internal customers about computer usage.

  • Run reports to determine malfunctions that continue to occur.

  • Assist with scheduled maintenance windows – workstations, servers, network.

Supervisory responsibilities

• No direct reports.

Qualifications

  • Verifiable experience, education or certifications sufficient to demonstrate required proficiency at job tasks.

  • G Suite (Google Apps) Admin Certification a plus.

  • CompTIA A+ certification a plus.

  • General knowledge of Microsoft, Apple and Linux operating systems.

  • Experience with Atlassian JIRA or other ticketing platforms desirable.

  • Grace under pressure.

  • Results oriented.

  • Flexible and adaptable to change.

  • Solid, professional oral and written communication and collaboration skills.

  • Positive, proactive attitude.

  • Willingness to work shifts required to maintain business continuity.

  • Able and willing to work weekends as needed.

  • Experience supporting customer driven retail environments preferred.

  • Demonstrated passion and enthusiasm for coffee.

Physical Demands

  • Ability to sit continuously at a computer.

  • Frequent phone use.

  • Carry weight, lift – lift up to 5 pounds frequently and up to 50 pounds occasionally.

  • Candidate will occasionally be called upon to work in tight spaces, and at heights required to install, repair and maintain Ethernet runs.

Work environment

  • Work is performed both in an office setting and retail café locations.

  • May be required to travel to remote offices. Travel no more than 20%.

Please email cover letter and resume to jobs@stumptowncoffee.com

We are an Equal Opportunity Employer.
We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.