SEIU Local 503
In It Together

Information Systems Support Technician
(Bilingual preferred)

Based in Portland, OR

 

SEIU 503 is an organization of more than 72,000 Oregonians who, by joining together, are achieving what we cannot accomplish alone. By standing together, we have a voice in our contracts and our daily work lives. SEIU 503 members do more than 500 different jobs on the state, local government, and non-profit level. The services we provide include helping blind people get access to education, assisting nursing home patients, testing new drivers, collecting tax revenue, providing childcare, helping veterans, assisting at-risk youth, staffing our state universities, repairing bridges, maintaining Oregon’s parks, and caring for seniors and people with disabilities.

The work we do touches the lives of every single Oregonian. We are proud to stand together for the quality services we provide for our communities and families.

Be part of SEIU Local 503, a strong and growing union that is on the front lines to fight for quality public services and a more just society for all workers. 

General Description:
Purpose of this position is to support the overall goals and work of the Union in two general areas: user support and system support 

User Support - Provide hardware and software support to users, including the installation, configuration, maintenance, and repair of issued desktop, laptops, iOS device and software, including connectivity to the network (Wired and Wireless) or our VPN, and users access to organizational cloud-based resources. This support may have to given to users where English is not their primary language.

System Support – Assist in the placement, configuration, maintenance, and repair of any shared network resource including Printers, Wireless Access Points and Servers. including any system managed as an Organizational Cloud Resource such as Office 365, SharePoint, Azure, OneDrive and Samanage (Ticketing System).

Essential Functions & Responsibilities:

• Provide technical support to users of Microsoft Windows (11 or Greater) Apple (Mac OS 10.13 or greater) based laptops and desktops, iOS devices (iOS 13 or greater) This includes the placement, initial-configuration, maintenance, and repair of any individually issued computer, iOS device or attached peripheral.
• Become a resource for SEIU Local 503 users and assist them to understanding the capabilities of existing systems, help users understand technical terms and information using common language, help users to work more efficiently and effectively by using technology and provide user feedback to other departmental staff. This resource support may be required to be given in Spanish.
• Perform user support to locally installed or Cloud Based software/solutions in a Windows, Mac or iOS environment including: 
• Organizational Cloud based solutions such as Samanage (Ticketing System), SalesForce, Azure, and the phone system
• Ability to use and support SonicWall VPN Access.
• Assist along with other Infrastructure Team members in the protection of the SEIU Local 503 Network, Stored Information, Attached Devices and Systems from unauthorized access and use.
• Ability to use, configure and deploy Ubiquity Unifi Network equipment including; Cloud Key’s, Switches, Access Points, Cameras and Physical Security equipment
• Any other applications selected for installation in issued desktop, laptop, Server, or iOS device.
• Provide basic user support (with higher support provided by other staff) for non-standard or custom applications in a Windows or Mac environment including: 
  • FileZilla (SFTP Software)
  • Adobe Creative Suite (CSCloud) including Acrobat, Photoshop, InDesign, and Illustrator
  • MemberApp (VB Application for Membership Database access)
  • Microsoft SQL Server Management Studio
• Treat all users (Staff and Members) in a professional and respectful manner.
• Provide System Support (along with other departmental staff) including the general maintenance and or the creation of User Accounts for the following:
  • MS Active Directory
  • Office 365
  • SharePoint
  • One Drive
  • Azure
  • Teams Phone System
  • Servers
  • Network Switches
  • Physical Security Hardware and Software (Unifi and Genetec)
  • Wireless Access Points
  • Network Printers and copiers from HP, Ricoh, Canon, Kyocera and Xerox
  • Audio Visual Equipment (Mixers, Video Cameras, Projectors, Powered Speakers etc.)
• May provide training to Union Staff and Members (sometimes in Spanish) relating to the access and operation of SEIU Local 503 systems including computing hardware, installed applications, network resources and approved cloud-based solutions.
• Will complete assigned requests through the IS Ticket system and keep in regular contact with the ticket requestor while working and finally completing the ticket. 
• Will need to provide translation for Spanish speaking members/staff if no other translator is available at your work location
• Will assist in providing audio visual and other technical support during SEIU Local 503 conventions, in-person meetings, hybrid meetings, rallies and other events. This will include the use of SEIU owned or rented mixing boards, wireless microphones, powered speakers, digital projectors, web cameras and portable generators. Providing this support may require overnight stays depending on the event.
• Will be required to work out of our Portland office for one day a week to provide technical support for staff based in that office.
• Will be required to work temporarily in other SEIU Local 503 Offices as Technical needs dictate. Such as the installation, upgrade or repair of networked Equipment. Depending on which office to be visited, an overnight stay may be required. 
• Will occasionally back up other SEIU Local 503 Department of Information Systems Staff due to absences, vacations, special projects or increased departmental workload.
• Will assist other members of the Information Systems Team in the evaluation and recommendation of new and emerging technologies in order to better meet the overall goals and work of the Union.
• Will occasionally participate in the field or political program of the union. This could include Phone Banking, House Visits, Attending Rallies and other activities together with other staff in “all staff” campaign periods.
• Other appropriate duties as assigned
• Will monitor network performance and security from the various SonicWall Firewalls, Office 365 Admin Consoles DarkTrace Cloud based security system and any other approved software that may be required.

Qualifications:

• Associate Degree in Computer Science or Information Technology and/or two-years of demonstrated experience providing User and System Support in a LAN or WAN environment.
• Experience with supporting cloud-based solutions such as SalesForce, SharePoint, Office 365, OneDrive, Azure and/or Samanage.
• Demonstrated understanding of IP Networking Standards and Protocols.
• Ability to effectively evaluate and recommend solutions in stressful situations.
• Must be proficient in Spanish, both written and oral communication skills.

Working Environment:

☐ Group 1 - Requires performing instant or sustained arduous physical activity
☒ Group 2 - Requires occasional lifting and exertion for short periods
☐ Group 3 - Very Limited Physical Exertion

Most of the time work will be done in an office setting with standard office equipment noise. However, this position will also routinely work in Server/Network Hardware Rooms sometimes for extended periods of time with loud equipment and HVAC background noise.

May be required to work non-standard work hours as needed to place, configure, maintain or repair network resources during times of low network traffic or to ensure projects are completed on time.

Must be available to travel on short notice to place, configure, maintain or repair networked equipment in any SEIU Local 503 Facility. This could include overnight stays.

Technology and Equipment:

• Operation of a Motor Vehicle (insured)
• Telephone
• Copier
• Computer hardware and software: 
  • Windows or Mac based Laptops
  • Desktops and Servers, including iOS devices, Networked Printers, Routers, switches and access points.
  • Audio visual equipment including mixing boards, Wireless Microphones, powered speakers, digital projectors or portable generator. 
  • Use of Basic Hand tools to place, configure, maintain or repair electronic equipment will also be required.)

Pay and Benefits: 
Information Systems Support Technician positions provide comprehensive fully paid health, dental and vision benefits for employee and eligible dependents, domestic partner benefits, generous holiday and vacation policies, a monthly car and cell phone allowance, and a 15% employer-paid defined contribution 401K. Compensation range is based on experience $72,168 – $96,420 annually.

To Apply:
Send cover letter and résumé to Arturo Rodriguez Flores, Recruitment Strategist, rodriguezfloresa@seiu503.org.