Desktop Support Analyst - Portland, OR (on-site)

GuideIT•Portland, OR

2d•Onsite

About The Position

GuideIT is seeking a Desktop Support Analyst to join its EUS/EUC team, supporting customers in the Portland, Oregon area. This on-site technology support role involves working directly with end users, collaborating with multiple teams, and adapting to alternating work locations as directed. Only local candidates will be considered. The analyst provides in-person and virtual end-user computing support, delivers customer service across information systems, and handles requests and incidents within service-level expectations. The position also supports Level 1 Service Desk escalations, mobile device management, directory services, IT asset inventory, and infrastructure, technical, application, and security maintenance projects. The role requires flexibility for on-call support and assigned shifts, commuting among customer and GuideIT locations in the Portland, McMinnville, and Salem areas, and quarterly travel to remote Montana locations. GuideIT describes its environment as dynamic and team-oriented, emphasizing integrity, mutual trust and respect, results, and adaptability. The company offers competitive pay, performance-based bonuses, 401(k), health, dental and vision insurance, paid holidays, and paid time off. GuideIT is committed to equal employment opportunity.

Requirements

At least 4 years of direct customer IT support experience.
Ability to adapt to new technology as it is introduced into the environment.
Experience with Windows 10/11.
Ability to troubleshoot hardware and software issues on laptops and desktops.
SaaS phone system experience, such as Teams Business Voice or GoTo.
Basic audio/visual experience.
Basic Active Directory experience.
Knowledge of networking fundamentals, basic security and wireless concepts, routing and switching fundamentals, TCP/IP and OSI models, IP addressing, WAN technologies, NAT, DHCP, DNS, VoIP, and configuring simple networks.
Strong technical and communication skills, with responsiveness to customer needs.
Ability to communicate with and support users at the executive level.
High school diploma and/or GED certificate.
Local to the Portland, Oregon area.
Flexibility to commute among customer and GuideIT sites in Portland, McMinnville, and Salem.
Willingness to travel quarterly to remote locations in Montana.
Flexibility for on-call expectations and assigned shifts.
Ability to lift up to 50 pounds and frequently lift and carry objects weighing up to 25 pounds.
Business casual office attire.

Nice To Haves

Some college or a college degree.
Microsoft Certified Professional (MCP) certification.
CompTIA A+ certification or higher.

Responsibilities

Provide in-person end-user computing support at directed offices and remote sites.
Provide customer support to end users on information systems.
Perform request and incident management processes within service-level expectations, including priority and escalation norms, using service management tools.
Serve as an escalation point for the Level 1 Service Desk, communicating with clients and troubleshooting technical issues.
Participate in documentation activities that provide the Level 1 Service Desk with identified resolution opportunities.
Proactively communicate and deliver support.
Perform mobile device management and administer directory services as assigned.
Facilitate and maintain an accurate, ready IT asset inventory at major offices.
Use an understanding of corporate structure and departmental workflows to prioritize tickets and tasks, trigger follow-ups, and proactively prevent incidents.
Support infrastructure, technical, application, and security maintenance projects as required.
Provide virtual IT support and in-person EUC support as needed while meeting on-call expectations.