Technical Support Analyst

Giesecke+Devrient GmbH-posted 13 days ago
$26 - $36/Yr
Full-time • Mid Level
Remote • Portland, WA
5,001-10,000 employees
Professional, Scientific, and Technical Services
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We are seeking a Technical Support Analyst with intermediate to advanced Windows 10/11 troubleshooting skills, field hardware experience, and customer-facing support expertise. This role provides on-site and remote support for Veridos' driver license issuance systems deployed across Washington, Oregon, Guam, and Saipan. Responsibilities include installing and maintaining photo-capture hardware and resolving software, workstation, network, and peripheral issues. The ideal candidate is a resourceful, customer-oriented desktop support professional comfortable working independently in the field, communicating with clients and internal teams, and resolving issues across a variety of hardware and software environments.This is a remote role, and a company computer is provided.

  • Provide advanced remote and on-site troubleshooting for Windows 10/11 workstations and image-capture hardware (cameras, printers, scanners, signature pads, PCs, and peripherals).
  • Diagnose and resolve OS-level issues including startup failures, crashes, performance degradation, driver conflicts, and update errors.
  • Manage and troubleshoot Windows Updates, Feature Updates, Patch deployments, and related configuration changes.
  • Configure, maintain, and repair user profiles, Group Policies, and system settings.
  • Perform hardware diagnostics and coordinate repair or replacement of defective components.
  • Support imaging, deployment, and configuration of Windows devices using MDT, SCCM, Intune, Autopilot, or similar tools.
  • Troubleshoot network connectivity problems involving DNS, DHCP, Wi-Fi, VPN, authentication, and domain join.
  • Resolve software installation, compatibility, and performance issues.
  • Assist with account and authentication troubleshooting (Azure AD/AD, MFA, BitLocker, credential manager).
  • Perform malware detection, removal, and remediation using enterprise security tools.
  • Analyze Windows Event Logs and system diagnostics to identify and address root causes.
  • Configure, deploy, and support peripheral devices including printers, scanners, docking stations, and monitors.
  • Maintain accurate documentation of troubleshooting steps, resolutions, and system changes.
  • Provide end-user training on Windows features, security best practices, and system usage.
  • Collaborate with senior engineers to escalate complex issues and support long-term technical improvements.
  • Travel throughout Washington and Oregon to deliver scheduled service, emergency support, and ongoing maintenance for the driver license issuance platform.
  • Coordinate and complete routine and emergency service requests within established SLAs.
  • Generate monthly reports on issue trends, SLA performance, and system health metrics.
  • Create and maintain technical documentation, SOPs, how-to guides, and Root Cause Analysis materials.
  • Maintain preventive maintenance schedules and support field inventory management, including tracking of all deployed equipment.
  • Develop and update Bills of Material (BOMs) for deployed hardware configurations.
  • 2-5 years of hands-on IT support experience in a Windows-based environment, including installation, configuration, and advanced troubleshooting of Windows 10/11 workstations (OS issues, updates, drivers, profiles, hardware, and software conflicts).
  • Experience using ITSM/ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or Atlassian Service Desk.
  • Proficiency with Active Directory, Azure AD, Group Policy, identity management, and workstation imaging/deployment tools (MDT, SCCM, Intune, Autopilot).
  • Intermediate to advanced understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi), including the ability to troubleshoot network connectivity issues, including Network IP Addressing and Subnetting, and interpret network-related logs.
  • Familiarity with Microsoft security protocols, patching processes, malware detection and remediation, and interpreting Windows Event Logs and system diagnostics.
  • Ability to diagnose and resolve hardware issues across PCs, peripherals, and image-capture devices (cameras, scanners, printers, signature pads).
  • Basic SQL knowledge or willingness to learn introductory SQL for troubleshooting database-related errors.
  • Proficiency with collaboration and productivity platforms (Outlook, Teams, Atlassian Service Desk, Confluence, Slack, SharePoint) and modern web-browser developer tools.
  • Excellent verbal and written communication skills, customer service aptitude, and the ability to work in a professional, courteous manner with clients and internal teams.
  • DSLR camera experience (Canon preferred).
  • Must possess a valid driver's license, a reliable vehicle for field visits (mileage reimbursed), and the ability to travel throughout Southern Washington and Northern Oregon.
  • Must pass a drug screening and criminal background check prior to employment.
  • High School diploma required; location preference is within the Vancouver, WA area.
  • Associate degree in an information technology discipline.
  • Experience in the secure ID card, credentialing, or DMV industry.
  • Mechanical aptitude and the ability to work independently in field environments.
  • Certifications or skills such as CompTIA A+, JavaScript, PHP, or experience with relational databases.
  • Familiarity with software development lifecycle concepts.
  • Experience using diagnostic and network tools (ping, ipconfig, traceroute, nslookup, netstat); Wireshark or Dumpcap experience is a plus.
  • medical (PPO and HDHP with HSA)
  • dental
  • vision
  • paid time off
  • paid holidays
  • 401K w/ employer match
  • short/long term disability
  • life insurance
  • healthcare and dependent care flexible spending
  • EAP
  • commuter benefits
  • education assistance
  • pet insurance
  • legal
  • and more
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