Computer Support Specialist II

ASM Research•Portland, OR

7d•Onsite

About The Position

Provides on-site Tier 2 technical end user support to an enterprise of roughly 4,500 users in a Microsoft Windows environment. Works on a Service Desk team to resolve and escalate user incidents and requests, troubleshoot Windows incidents, and follow process workflows while upholding government policies and procedures. Provides technical assistance by phone or in person for a variety of hardware, software, and site-specific applications in an enterprise environment. The role supports end users with moderately complex issues, diagnoses common failures, and recommends solutions with minimal direct supervision from the computer support supervisor. It also involves setting up employee equipment, maintaining hardware asset records, referring major issues to vendors or higher support tiers, collaborating on process improvements, and assisting with user training. Light travel and support to offsite locations may be required.

Requirements

3–5+ years of IT experience in an enterprise IT Service Desk Tier 1 position.
Working knowledge and progressive experience in Microsoft computer support.
Experience troubleshooting and repairing standard peripherals in an enterprise environment.
Familiarity with supporting smartphones and other mobile devices.
Ability to provide high standards of customer support and achieve customer satisfaction.
Strong written and verbal interpersonal communication skills, including listening and the ability to communicate technical issues effectively with clients.
U.S. citizenship and ability to pass a government background check.
Knowledge of assigned hardware and/or software products.
Working knowledge of personal computers and peripherals.
Ability to stay technically current and apply new knowledge to the job.
Understanding of how systems should work and how changes in conditions, operations, and the environment may affect outcomes.
Knowledge of customer and personal service principles and processes, including needs assessment, service quality standards, and customer satisfaction evaluation.
Ability to identify efficient ways to help people.
Ability to use logic and reasoning to assess alternative solutions, conclusions, or approaches to problems.
Ability to understand how new information affects current and future problem-solving and decision-making.

Nice To Haves

Bachelor of Science in Computer/Information Technology or a directly related field is preferred but not required.

Responsibilities

Resolve IT issues professionally or escalate them promptly, involving subject matter experts as needed.
Record problem descriptions in the ticketing system, troubleshoot issues, and route them to the appropriate IT support group.
Manage hardware assets and track them using asset management applications.
Troubleshoot and repair desktop, laptop, thin client, printer, and mobile device hardware.
Troubleshoot peripheral devices such as printers, smartphones, and scanners.
Explain technical issues to technical and non-technical clients.
Run diagnostic programs for troubleshooting or monitoring.
Respond to telephone calls, email, and personnel requests for technical support.
Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to common failures with minimal direct supervision.
Set up equipment for employee use and perform or ensure proper installation of cables, operating systems, and software.
Refer major hardware or software problems and defective products to vendors, technicians, or the next support tier.
Collaborate with team members to resolve IT issues and implement process improvements.
Assist in developing training materials and procedures or train users in the proper use of hardware or software.
Provide light travel and support to offsite locations.