Computer Support Specialist II

Dunhill Solutions•Portland, OR

21h•Onsite

About The Position

Dunhill Government Solutions is hiring a Computer Support Specialist II to provide on-site Tier 2 technical end-user support to an enterprise of roughly 4,500 users in a Microsoft Windows environment for a federal energy program in the Portland, Oregon metro area. The specialist will work on a team of Service Desk technicians to resolve and escalate incidents and service requests, troubleshoot Windows issues, and provide technical assistance by phone or in person across a range of hardware, software, and site-specific applications while following government policies and procedures. This is an on-site position with no telework and travel between three sites in the Portland metro area. The schedule is full-time, 40 hours per week, on the day shift. The role requires U.S. citizenship and the ability to pass a federal background investigation to gain access to sensitive information.

Requirements

3–5+ years of IT experience in an enterprise IT Service Desk Tier 1 position.
Working knowledge of and progressive experience in Microsoft computer support.
Experience troubleshooting and repairing the standard set of peripherals in an enterprise environment.
Familiarity with supporting smartphones and other mobile devices.
High standards of customer support and customer satisfaction.
Strong written, verbal, and listening communication skills, with the ability to understand technical issues and work with clients.
Working knowledge of personal computers, peripherals, and assigned hardware and software products.
Ability to work on site in the Portland, Oregon metro area and travel between three local sites.
U.S. citizenship and ability to pass a federal background investigation to be granted access to sensitive information.

Nice To Haves

Bachelor of Science in Computer/Information Technology or a directly related field.

Responsibilities

Resolve IT issues professionally or refer them to the appropriate support team, escalating in a timely manner and engaging subject matter experts as needed.
Enter IT problem descriptions into the ticketing system and troubleshoot sufficiently to route each problem to the correct IT support group.
Manage hardware assets and track them in asset management applications.
Troubleshoot and repair desktops, laptops, thin clients, printers, mobile devices, and peripherals such as smartphones and scanners.
Run diagnostic programs for troubleshooting and monitoring; identify problems, investigate causes, and recommend solutions with minimal supervision.
Respond by phone, email, and in person to requests for technical support on moderately complex issues.
Set up equipment for employee use, including 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.
Explain technical issues clearly to technical and non-technical users.
Collaborate with team members to resolve IT issues and implement process improvements.
Help develop training materials and procedures and train users on hardware and software.
Travel between local sites and support offsite locations in the Portland metro area.