Desktop Support Analyst

GuideIT•Portland, OR

1d•Onsite

About The Position

This technology support position requires teamwork, communication and a passion for working directly with end users throughout Portland and surrounding areas. The qualified candidate must be flexible to alternating locations, as directed, and will be collaborating with multiple teams.

Requirements

5 years of direct customer IT support
Ability to adapt to new technology as it is introduced into the environment
Cisco phone experience
Basic audio/visual experience
Basic Active Directory experience
Applies knowledge of networking fundamentals; basic security and wireless concepts; routing and switching fundamentals; the TCP/IP and OSI models; IP addressing; WAN technologies; NAT, DHCP and DNS; understanding VoIP and configuring simple networks
Applies strong technical skills, effective communication skills and is responsive to customer needs
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations
Ability to write reports, business correspondence and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
Ability to communicate and support users at the executive level

Nice To Haves

Some college or college degree preferred
Microsoft Certified Professional (MCP) certification is preferred
CompTIA A+ Certification is preferred

Responsibilities

Provide in-person, end-user computing support for users at directed offices and remote sites.
Provide outstanding customer support to End Users on all information systems used.
Perform request, incident, change and problem management processes within service level expectations (i.e., priority / escalation norms) in service management tools.
Serve as the escalation point for Level 1 Service Desk, including communication with clients and technical troubleshooting.
Maintain a general understanding of corporate structure and an awareness of business workflow in each department to leverage this understanding to prioritize tickets or tasks, trigger follow-ups or proactively prevent incidents from occurring.
For VIP users, proactively communicate and deliver support at outstanding levels.
Perform mobile device management and administrate directory services as assigned.
Facilitate & maintain an accurate & ready IT asset inventory at major offices.
Support infrastructure, application and security maintenance projects as required.
On-call flexibility to carry out virtual IT support and in-person EUC support.