Desktop Support Technician

TEKsystems•Happy Valley, OR

3d•Onsite

About The Position

An Industrial company in Portland, OR is hiring a Service Desk Technician to join the team for a great long term opportunity! This role involves providing full onsite/desk side and remote support to end users for all their IT issues, services, and change requests for users in the region. The technician will collaborate with the Regional End User Support Manager and the Regional IT Manager in the management of the IT platform to keep the information systems in optimal operating condition. Key responsibilities include ensuring that all incidents and service requests coming into the Service Desk are handled correctly and promptly, acting on incidents that are approaching or have reached the point of breaching service level agreements, and ensuring end users have the capability to access certified applications from supported endpoints. The role also includes mobile devices and tablets support and management, including provisioning of hardware, and coordinating the acquisition of hardware and software.

Requirements

3-5 years of experience supporting a large organization in an IT Service Desk Analyst capacity
Virtualization and remote access technologies: basic VMware, Citrix, and thin client support.
IT service management expertise aligned with ITIL best practices (ITIL certification is a plus).
End user hardware support for PCs and laptops, including troubleshooting (Dell experience preferred).
Mobile device and tablet management and support, including Android and iOS smartphones.
Proficiency supporting Microsoft environments: Windows 10/11, Windows Server, Outlook 365, and Microsoft 365.
Experience with ServiceNow or similar IT service management/helpdesk platforms.
PC management tools for remote support, software deployment, and OS imaging (Altiris a plus).
Solid networking fundamentals (LAN/WAN, TCP/IP, VPN); Cisco hardware experience is an asset.

Nice To Haves

ITIL certification is a plus
Dell experience preferred
Altiris a plus
Cisco hardware experience is an asset

Responsibilities

Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for the users in the region.
Collaborate with the Regional End User Support Manager and the Regional IT Manager in the management of the IT platform to keep the information systems in optimal operating condition.
Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly.
Act on incidents which are approaching or have reached the point of breaching our service level agreements.
Ensure the end users capability to access certified applications from the supported end points.
Mobile devices and tablets support and management including provisioning of hardware.
Coordinate the acquisition of hardware and software.