IT Support Technician

Mountain Rose Herbs; Eugene (OR); On-site; USD 52,000 - 68,000; Full time

Job summary

Mountain Rose Herbs is seeking an IT Support Technician to maintain reliable computer systems and support staff across MRH locations. The role emphasizes clear communication, detail orientation, and solving hardware, software, and network issues promptly.

The ideal candidate has an associate degree in IT and 3+ years of IT support experience, with the ability to travel between MRH sites and occasionally work in fast-paced environments. No remote work is available at this time.

Qualifications

• Associate degree or equivalent experience in IT or related studies.
• 3+ years of IT support experience preferred.
• Ability to learn and adapt to new technologies.

Responsibilities

• Adhere to all applicable laws, regulations, certificates, company policies and safety standards.
• Provide technical assistance to users via phone, email, or in person, resolving issues with software, hardware, and networks.
• Diagnose and resolve hardware, software, and network problems, including identifying root causes and implementing solutions.
• Install, configure, and update computer hardware, operating systems, software applications, and network devices.
• Monitor system performance and perform preventative maintenance to ensure smooth IT operations.
• Document troubleshooting steps and configurations for knowledge sharing.
• Assist in other IT department tasks and goals as needed.
• Willingness to learn and perform new procedures, equipment, and technologies.

Skills

Organization

Communication

Customer service

Multitasking

Technical communication

Hardware knowledge

Software knowledge

Windows/macOS familiarity

TCP/IP understanding

Problem solving

Learning agility

Independent & team work

Education

Associate degree in IT

Tools

Microsoft 365

Job description

Compliance Requirement:

This position must always follow Regulatory guidelines, Oregon Tilth policies, Safety procedures, and GMP regulations as well as uphold Sustainability directives.

General Description:

This full-time position supports the successful operation of the department. The role requires strong communication skills, attention to detail, adaptability, and the ability to manage multiple priorities in a dynamic environment. The IT Support Technician performs a range of department-specific tasks, providing responsive technical support that helps employees work effectively and keeps systems and equipment operating reliably. This role requires regular travel to other MRH locations.

No Remote positions available at this time.

Required skills and abilities:

• Strong organizational, time management, and prioritization skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks while maintaining accuracy and attention to detail.
• Excellent customer service skills when interacting with staff, management, and vendors.
• Ability to communicate technical information effectively to both technical and non-technical audiences.
• Strong understanding of computer hardware, software, operating systems (Windows, macOS), and network protocols (TCP/IP).
• Ability to analyze problems, identify root causes, and implement effective solutions.
• Ability to learn and adapt to new technologies, systems, and processes.
• Type accurately and efficiently with an emphasis on correct grammar and punctuation.
• Ability to work independently and collaboratively in a team environment.
• Adjust quickly while maintaining professionalism in a fast-paced environment.
• Possess a valid driver's license and an insurable driving record.

Essential Job Functions:

1. Adhere to all applicable laws, regulations, certificates, company policies, safety standards, quality requirements, and sustainability initiatives.
2. Maintain reliable attendance and arrive at work on time.
3. Follow instructions and respond appropriately to supervisory feedback.
4. Continuously develop job knowledge and skills to improve performance.
5. Follow MRH procedures and protocols, including policies set out for the IT Department.
6. Apply knowledge gained through onboarding and training to manage daily workflows accurately, efficiently, and in accordance with established procedures.
7. Understand and correctly use databases, programs, and electronic communication systems.
8. Provide technical assistance to users via phone, email, or in person, resolving issues with software, hardware, and networks.
9. Diagnose and resolve hardware, software, and network problems, including identifying root causes and implementing solutions.
10. Install, configure, and update computer hardware, operating systems, software applications, and network devices.
11. Monitor system performance, perform preventative maintenance, and ensure the smooth operation of the IT infrastructure.
12. Analyze data, identify trends, and make informed decisions about IT infrastructure.
13. Maintain accurate records of hardware and software inventory and ensure efficient asset tracking and management.
14. Document troubleshooting steps, resolutions, and system configurations for future reference and knowledge sharing.
15. Assist in other IT department tasks and goals such as providing application support, hardware/device configuration, and light system work.
16. Willingness to learn and perform new procedures, equipment, and technologies.
17. Perform other duties as assigned.

Education and Experience:

• Associate degree or equivalent experience in IT or related studies.
• Minimum of 3 years of experience in IT support engineering or a related role preferred.

Physical Requirements (may include but are not limited to):

• Lift up to 50 pounds occasionally and up to 15 pounds continuously.
• Remain stationary for extended periods while performing computer-based work.
• Frequently use a computer, keyboard, mouse, and telephone.
• Frequently move about the office to access equipment, files, and meeting spaces.
• Bend, twist, pull, and reach while working on equipment.
• Push loaded carts and tolerate exposure to herb dust and strong aromatics.

Equipment and Technology:

• Computer with keyboard and mouse.
• Microsoft 365 applications and department-specific software, databases, and systems.
• Telephone (internet-based) with headphones.
• Standard office equipment including printers, scanners, and copiers.
• MRH passenger vehicles with proper safety training and protocols in place.
• Other necessary equipment with proper training and safety precautions in place.