Computer Support Specialist II

ASM Research•Portland, OR

6d•Onsite

About The Position

Provides on-site Tier 2 technical end-user support to an enterprise of approximately 4,500 users in a Microsoft Windows environment. Works on a Service Desk team to resolve and escalate user incidents and requests, troubleshoot Windows issues, and follow process workflows and government policies and procedures. Provides technical assistance by phone or in person for a range of hardware, software, and site-specific applications. The role also includes asset tracking, equipment setup, user guidance, and light travel to support offsite locations.

Requirements

3–5+ years of IT experience in an IT Service Desk Tier 1 enterprise position.
Working knowledge and progressive experience in Microsoft computer support.
Experience troubleshooting and repairing standard enterprise peripherals.
Familiarity with supporting smartphones and other mobile devices.
Demonstrated ability to provide high-quality 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.
Ability to understand how systems work and how changes in conditions, operations, and the environment may affect outcomes.
Knowledge of customer-service principles and processes, including assessing customer needs, meeting service quality standards, and evaluating customer satisfaction.
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; preferred but not required.

Responsibilities

Resolve IT issues professionally or escalate them promptly, involving other subject matter experts as needed.
Enter issue descriptions into the ticketing system, troubleshoot sufficiently, and refer issues 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.
Provide end-user support for moderately complex issues and respond to telephone, email, and in-person support requests.
Use diagnostic techniques to identify problems, investigate causes, and recommend solutions to common failures with minimal direct supervision from the computer support supervisor.
Set up equipment for employees, including installing or ensuring 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.
Travel lightly and provide support at offsite locations.