This is an entry-level Information Technology position providing hands-on assistance with all IT needs across our fast-moving organization. While this position is hybrid, working in-person from our Portland, Oregon headquarters is expected a few days each week.

Candidates should have knowledge of commonly used concepts, practices, and procedures within the Information Technology field and the ability to rely on instructions and pre-established guidelines to perform the functions of the job, working under immediate supervision. They should be self-starting with a desire to expand their knowledge and capabilities within the field but also ready to speak up when they need assistance in a task.

What does an IT Support Coordinator do at Rain the Growth Agency?

• Respond to requests for technical support and identify, research, and resolve issues

  • Troubleshoot and resolve user tickets to IT helpdesk within established service levels

  • Document all support calls—including changes, configurations added / removed / modified, etc.—in our ticketing system, for other’s reference

  • Keep users informed of problem resolution timeline and action plans

  • Identify and escalate common problems, including recommendations for resolution

  • Quickly determine estimated problem resolution time vs. systems replacement time and make the appropriate determination to get the user back up and running as quickly as possible

• Work with IT team to deliver and maintain agency-wide hardware and software

  • Create and maintain best practice processes for PC builds, restores, and software distribution

  • Create and manage user profiles

  • Maintain PC inventory database and software license records

  • Onboard new employees / offboard outgoing employees according to agency policies

• Build and maintain partnerships with your team and users across the agency

  • Actively participate in Information Technology team meetings and assist with IT projects

  • Demonstrate a high level of expertise, professionalism, and service

  • Represent Information Technology team to all users in a positive and professional manner

  • Special attention and ability to work around executive staff's needs and schedules

  • Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate IT needs

  • Perform other tasks, as needed, to meet departmental and company goals and objectives

What makes a great IT Support Coordinator at Rain the Growth Agency?

• Associate degree in Computer Science or a related field, or equivalent technical training in a computer-related field

• Minimum of 1-3 years’ experience as a Desktop Engineer / PC Technician

• Demonstrated commitment to delivering a high level of customer service

• Demonstrated knowledge of Information Systems processes and procedures

• Demonstrated knowledge of help desk processes and procedures

• Must be professional, timely, friendly and easily approachable

• Must be curious with a strong desire to learn new skills

• Strong verbal communication and analytical skills to probe and define user problems

• Extremely organized, with the ability to work with peers and external departments to coordinate efforts

• Demonstrated knowledge of a wide variety of hardware and software, including but not limited to:

  • Microsoft Operating Systems (Windows 10 / 11)

  • Macintosh Systems (OSX, Monterey through current release)

  • Laptop and Desktop hardware issue diagnosis

  • PCs, printers, monitors, web conferencing peripherals

  • Office applications (Microsoft Office 365, SharePoint, Slack, Zoom, etc.)

  • Cloud-based collaboration platform management (Office 365, Google Workspace, etc.)

  • Help Desk Ticketing systems to track and communicate support for users

  • Networking principles (Basic Topology, DNS, DHCP, AD functionality etc.)

Why Work at Rain the Growth Agency

• We are a national leader in DTC marketing and a fully integrated creative and media agency. With a 25+-year history and around 250 employees, we are established enough to have all the bells and whistles, but small enough for an entrepreneurial and welcoming culture where everyone is heard.

• Our Flexible First environment empowers us to work from wherever we’d like while connecting with one another virtually and in-person when possible.

• We proudly invest in our employees, technology, and tools, ensuring the best possible work experience. As such, we offer a rich benefits package including the following:

  • Medical, Dental, and Vision insurance

  • Quarterly profit-sharing program

  • 401(K) plan with employer match (and immediate eligibility)

  • 4–6 weeks PTO

  • 12 paid holidays

  • 12–18 weeks fully-paid Family and Medical Leave

  • Monthly Work-From-Home allowance

  • Additional benefits details can be found here

• Transparency is valued. We actively ensure employees know how we are doing and where we are going. We encourage open communication, share our successes, and hold each other accountable.

• We are passionate about our clients and deliver simultaneously on their brand and sales objectives, an approach we call Transactional Brand Building. To learn more about our work and proprietary philosophy, please check us out here.