Job Description

Service Desk Analyst

Location: On-site | Portland, OR

Employment Type: 6-Month Contract

Compensation: $25-30/hr

The IS Service Desk Analyst is the helpful and friendly face of support for employees, partners, and clients for our client in the Downtown Portland Area. This role is part of a geographically distributed support team, helping both local and remote users gain the most from the company’s technology systems. Successful candidates are familiar with industry best-practices, have solid experience in Windows client OS and application support, and are self-motivated with a flair for positive human interaction.

ESSENTIAL RESPONSIBILITIES & EXPECTATIONS:

The following job description is a general summary of responsibilities typically performed in this position. It is not all-inclusive and is not an employment contract. All employees are expected to perform responsibilities as assigned by management.

• Provide front-line OS, application, and hardware support for local and remote end-users
• Perform user access and account management in active directory
• Support IS asset lifecycle management (procurement, imaging, deployment, tracking, dispositioning) for client-supported hardware and software
• Provide IS-related orientation and training for new hires
• Prepare, provision, maintain, and retire distributed technology systems (e.g., laptops, desktops, printers, phones, etc.)
• Prioritize, track, and document all service activities via Service Management (ticketing) system
• Provide timely incident management and service fulfillment activates in accordance with service level objectives
• Execute all activities in compliance with established Information Security and IS Service Management controls (e.g., change, incident, and problem management)
• Support the testing, validation, and documentation of software and hardware systems
• Create and maintain support documentation for consumption by end-users and IS staff
• Occasional after-hours support for projects, initiatives, and IS systems maintenance
• Create a positive customer support experience with a consummately professional attitude
• Perform other duties as assigned

KEY COMPETENCIES & SKILLS:

• Windows desktop OS and application support
• Mobile device and application provisioning, maintenance, and management
• Networking concepts and troubleshooting, especially the TCP/IP protocol suite
• VoIP client configuration and troubleshooting
• Client hardware & peripheral configuration, provisioning and troubleshooting
• Multi-function printers and plotters
• File systems structure, permissions, and access support
• Active Directory User and Computers administration
• SLA-driven task management
• Strong verbal communication and documentation skills, including experience translating complex technical subjects in a way that is meaningful to the target audience
• Ability to maintain a professional, positive and friendly manner always
• Ability to multi-task, shift focus, and prioritize workflow with minimal supervision
• Ability to engage peers and leadership in process improvement and problem resolution
• Familiarity with ITIL/ITSM concepts

QUALIFICATIONS:

• 2+ years of service desk support experience in a Windows-centric technology environment
• Associates Degree or equivalent experience
• Relevant Certifications; A+, HDI, Microsoft MTA, MCS

WORKING CONDITIONS:

This job operates in a professional hybrid office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers.

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of the job, the employee is required to remain in a stationery position for prolonged periods; perform repetitive task such as using hands to type, handle, or feel objects, tools or controls; reach with hands and arms. Communicate regularly throughout the day in-person or via email, messages and phone calls. Must be able to travel to various project related and/or PAE locations.

If you require an accommodation to perform any of the essential duties listed above, please contact HR to discuss potential modifications or assistance that can be provided.

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