Mfs Cash Oregon IT Support Specialist

Metropolitan Family Service

Position Description

Position Title:         MFS Cash Oregon IT Support Specialist

Dept/Program:      Economic Empowerment – MFS CASH Oregon

Location:                MFS Plaza Office - 919 NE 19th Avenue, Suite 200. Portland, OR

Status:                    Non-Exempt                                        FTE:  1.0 (40 hours/week)

Reports To:            Virtual Services and Technology Coordinator II          

Created:                 October 2024                               Job Number: ITS1014

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General Description:

Metropolitan Family Service position descriptions are guidelines. They are not intended to identify every task that an employee will be asked to complete. They are intended as a general outline of the essential work responsibilities and qualifications of the position. 

Agency Cultures:

• We use creative and proactive problem solving to build and sustain dynamic community-based programs and quality services


• We believe in the potential of families and individuals at all life stages and focus on prevention, wellness, and independence


• We build strong relationships by collaborating with our funders, partners, and highly trained volunteers, always striving for an extensive commitment to diversity.

General Function: 

Under the general supervision of the Virtual and Technology Coordinator II, the MFS Cash Oregon IT Support Specialist will be responsible for playing a crucial part in supporting our volunteer tax preparation sites across the Portland metro area. You will be responsible for troubleshooting IT needs, managing equipment, and assisting both volunteers and staff with technical issues.

Essential Duties and Responsibilities 

• Troubleshoot IT Needs: Address and resolve IT issues at volunteer tax preparation sites, including setup, configuration, and technical support, with a focus on non-traditional networking setups


• Equipment Setup & Distribution: Oversee the setup and distribution and retrieval of tax site equipment to ensure smooth operation


• On-Site Support: Provide on-site assistance for equipment issues across the Portland metro area


• Inventory Management: Monitor and manage IT equipment inventory, ensuring availability and functionality


• Hardware Acquisition Recommendations: Make informed recommendations for hardware acquisitions based on organizational needs.


• Training Development: Assist in the creation and delivery of IT-related training for volunteers and staff.


• Triage tech support requests: Assist programmatic needs by overseeing an IT hotline and ticketing system

Knowledge, Skills and Abilities Required:

• Organizational Skills: Demonstrated ability to manage multiple tasks and prioritize effectively


• Technical Skills: Proficiency in identifying and troubleshooting hardware and software issues


• Attention to Detail: Strong focus on accuracy and detail in managing IT tasks


• Communication Skills: Effective communication with stakeholders of varying IT backgrounds, both verbally and in writing


• Problem-Solving: Quick and efficient in diagnosing and resolving technical issues.


• Teamwork and Independence: Ability to work both independently and collaboratively within a team


• Flexibility and Adaptability: Proven high degree of flexibility and adaptability in dynamic environments


• Project Management: Ability to manage multiple projects simultaneously

CORE VALUES

Equity and Social Justice

• Values working in a multi-cultural, diverse environment


• Values and supports inclusion and program access for clients


• Supports agency goals for reducing disparity in outcomes for communities of color


• Adopts anti-racism approaches to services by understanding and acknowledging systemic and individual racism and privilege

Collaboration and Teamwork

• Ability to collaborate and communicate effectively with a broad range of individuals and groups within all program areas of MFS as well as other agencies


• Values the inclusion of multiple voices, including clients/service users, in the design and implementation of programs and services

Education and Experience Requirements:

• Education: BA/BS in Computer Science or a related IT field, or equivalent related experience


• Experience: Minimum of 2 years working experience in an IT-related customer service focused position

Other Requirements:

Personal transportation allows for travel within the Portland Metropolitan area in a timely manner.  If driving a personal vehicle must maintain a valid driver license for the state of residency, personal auto liability insurance coverage and a driving record permitting coverage under the agency auto liability policy.

MFS requires all employees and volunteers to complete a criminal background check.  We review the results of all background checks individually and consider all of the circumstances of any issues that arise in a background check during the hiring process.

Work Environment:

The position will have an altering schedule based around the tax season.

• From January to April, the position will be working in person at the Plaza office, Wednesday through Sunday.


• From May to December, the position will be working in person at the Plaza office.

Position requires ability to sit for extended periods as well as stand occasionally.  Position requires use of computer, telephone, fax machine, copier and may require accessing locations by use of stairs. Position will be working in an office environment which is often busy and has elevated levels of noise.

Physical Requirements:

• Equipment Handling: Ability to lift and move heavy equipment, including transporting it from site to site. Must be able to lift up to 30 pounds.

Metropolitan Family Service is committed to building a diverse workforce to broaden and deepen our work in the communities we serve. We strongly urge candidates from communities of color, disability, LGBTQIA2S+, linguistically diverse populations, older adults and military veterans to consider application to our positions. MFS is an Equal Opportunity Employer.