Job Description
Are you a tech-savvy problem solver looking to make an impact?
We are seeking a dedicated Help Desk Support Specialist to join our dynamic team in Portland, OR. As a critical member of our IT department, you will be the first line of defense for our employees, ensuring seamless technology operations and a superior user experience. We value innovation, proactive support, and a culture of continuous learning.
Why Join Us?
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and certification support.
- Collaborative and inclusive work environment in the heart of Portland.
The Role:
In this full-time position, you will provide exceptional technical support to end-users, diagnose hardware and software issues, and implement solutions that drive productivity. If you have a passion for technology and a knack for customer service, we want to hear from you.
Responsibilities
- Tier 1 & 2 Support: Provide first-level technical support via phone, email, and in-person to resolve hardware and software issues for employees.
- Ticket Management: Log, track, and manage IT service requests and incidents using our ticketing system (e.g., Jira, ServiceNow) to ensure timely resolution.
- Hardware & Software Configuration: Install, configure, and troubleshoot operating systems (Windows, macOS) and productivity software.
- Network Troubleshooting: Assist in diagnosing and resolving basic network connectivity issues and printer malfunctions.
- Asset Management: Maintain accurate inventory records of IT assets, including laptops, peripherals, and mobile devices.
- User Training: Conduct training sessions and create documentation to empower users with self-service solutions.
- Escalation: Effectively escalate complex technical issues to Tier 3 engineers or vendors when necessary.
Qualifications
- Education: High school diploma or equivalent; Associate degree in Information Technology or related field preferred.
- Experience: 1-3 years of experience in a Help Desk, Technical Support, or IT Helpdesk role.
- Certifications: CompTIA A+ or Microsoft 365 Certified: Modern Desktop Administrator Associate is a plus.
- Technical Skills: Proficient in configuring Windows 10/11 and Microsoft 365 (Office 365, Teams, Outlook).
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Problem Solving: Strong analytical skills with a focus on root cause analysis and preventative maintenance.
- Soft Skills: Patient, customer-oriented attitude with a strong sense of ownership and accountability.