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.