IT Help Desk Analyst - Portland, OR

Description:

Purpose of Position:

Provides advanced support to end-users for PC hardware, operating systems, software applications, peripherals, Installations, and device imaging. Responds to, diagnose and troubleshoots problems through discussion with users, to restore service and/or identify and correct problems. Daily operational requirements include excellent communication and customer service skills. The position requires individuals to closely interact with end users diplomatically and technically.
Work hours and days to be established by contract requirements. Overtime and after-hour on-call will be required for this position as necessary for after-hour support.


Position Summary:
Day-to-Day Operation Skills:
Provides on-site service support, installation, configuration, and problem resolution in PC /Network environments.
Provides an advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems.
Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for all end users including Executive Level customers.
Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
Function as the primary point of contact and communication with customers from the assignment of tickets to the successful resolution of the issue, including scheduling work and keeping customers aware of work status and solution progress.
Ability to work independently with minimal supervision
Good understanding of OS; Windows 10 and 11 issues
Experience providing Imaging of Laptops and Desktop PCs
Experience performing installations, moves, software, and hardware adds and changes to end user's IT equipment.
Experience in end-user support using remote support tools
Experience supporting VIP and executive staff
Ability to update device bios or drivers
Ability to effectively research issues encountered and effectively resolve
Ability to interact with resolver groups to diagnose and resolve problems when possible.
Ability to document processes and procedures for self-help and for informational troubleshooting for other resolver groups
Ability to perform end users adds, changes, deletions and password resets in Active Directory
Ability to support end-user mobile smart devices i.e.: Apple iPad, Apple iPhones, Android, Tablets
Experience with installation and support of Network Devices i.e.: routers, switches, wireless access points

Technical Knowledge:
Windows 10 and 11
Office 2007, 2010 and Office 365
Hardware diagnosing and repair of PC, laptop devices, printers
Networking TCP/IP, Remote Connectivity VPN, Wireless network support
Windows Server (recommended)
Apple Macintosh support experience (optional)





Skill/Ability Knowledge:
Must have the technical ability to provide desk-side support for computer and printer hardware, common software applications, and Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support, and communication. Must be skilled in problem-solving techniques and repair.
Experience utilizing remote support tools for end-user support; diagnostic and repair
Ability to troubleshoot, configure end-user mobile devices i.e.: Smart Devices, iPad, iPhones, Tablets, Android devices
Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions.
Ability to manage multiple priorities.
Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve them.
Executive Support experience a must - must have excellent communication skills.
Experience: 5 years providing end-user Desk side computer support with a focus in two or more of the following areas: Desktop software (MS Excel, MS Word, MS Access, MS PowerPoint, Communication protocols TCP/IP Desktop hardware (PCs, printers, device drivers), Microsoft Office 2007 /2010 / 365.
Minimum Requirements:
5 years' experience providing Deskside support to end users
Associates Degree / Technical School graduate or equivalent Military experience considered
Excellent Customer Service Skills
Proactive approach to customer service
Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues
Experience in providing end-user support utilizing remote management tools
Ability to support end-user mobile smart devices
Ability to perform installation, move to add and changes to end user desktop environment
Ability to diagnose, troubleshoot and resolve end-user network connectivity issues
Excellent communication skills both written and verbal.
Ability to work independently prioritizing daily operational objectives for support

Preferred Requirements
Active Directory experience
Windows 10 and 11
Office 2007, 2010, 365
Image creation and management
Experience using Intune/Autopilot
Ticket / Queue management
ITIL Foundation
Apple MAC OS and HW support