Job Description

Job Description

The Desktop Support technician will provide general Windows 10 and 11 support and troubleshooting to end users . Roughly 2000 laptops/desktops to replace. The Desktop Support tech may also provide general mobile device support and iPhone upgrade projects.

• Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.
• Support the project to upgrade to Microsoft InTune and iPhone devices, providing hands on hardware/software support for mobile devices.
• Support the Desktop Refresh project, providing hands on hardware/software support and troubleshooting.
• Resolve or refer IT issues; Solve technical issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required.
• Enter IT problem descriptions into ticketing system and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
• Manage hardware assets and track via asset management applications.
• Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware.
• Troubleshoot peripheral devices (Printers, Smartphones, Scanners etc.).
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Run various diagnostic programs for troubleshooting or monitoring purposes.

Minimum Qualifications

• US Citizen with an Associate’s degree or technical or trade school training preferred.
• 3-5 years of technical support experience

Other Job Specific Skills

• Ability to travel between work locations in the Portland/Vancouver metro area. Also able to work remotely (GFE provided where needed) and on site.
• Experience with Microsoft SharePoint 2010 and 2016.
• Intermediate Microsoft Office skills: Word, Excel, PowerPoint, etc.
• Ability to adhere to formatting and QA standards for documentation.
• Strong knowledge of software and hardware troubleshooting methodologies.
• Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service.
• Ability to perform under pressure, and effectively manage and prioritize a backlog of tickets based on ITIL and ITSM best practices.
• Strong interpersonal communication skills both written and oral.
• Ability to lift 50lbs without assistance.
• Experience and understanding of Windows environment support models, and the ability to effectively prioritize a backlog of support tickets.
• Strong communication and interpersonal skills. This is a customer-facing position.
• A desire to learn and collaborate with a diverse technical team.

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