Computer Support Specialist

Dunhill Solutions•Portland, OR

1d•Onsite

About The Position

Provides on-site Tier 2 technical end-user support to Bonneville Power Administration, an enterprise of roughly 4,500 users, in a Microsoft Windows environment. The specialist works with a Service Desk team to resolve and escalate user incidents and requests, troubleshoot Windows issues, and follow established workflows and government policies and procedures. Support is provided by phone and in person for a range of hardware, software, and site-specific applications. The role is fully onsite in the Portland, Oregon area and involves travel between sites, including light travel to 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 peripherals in an enterprise environment.
Familiarity with supporting smartphones and other mobile devices.
Ability to provide high-standard customer support and achieve customer satisfaction.
Strong written and verbal interpersonal communication skills.
U.S. citizenship and ability to pass a government background check.
Strong written, verbal, and listening skills, including the ability to understand technical issues and communicate effectively with clients.
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.
Ability to travel between sites and provide light support at offsite locations.

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 in a timely manner, involving subject matter experts when needed.
Record IT problem descriptions in the ticketing system, troubleshoot sufficiently, and refer problems 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 a variety of moderately complex issues.
Respond to telephone calls, email, and in-person requests for technical support.
Use diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures with minimal direct supervision.
Set up equipment for employee use, 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 with developing training materials and procedures, or train users in proper hardware or software use.
Provide support at offsite locations as needed.