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IT Help Desk Analyst

Portland, Oregon | Business Intelligence & Data Management
Job ID: 122608
Listed on 11/15/2022
Job Summary:  We are seeking an IT Help Desk Analyst to join our team to help provide advanced support to end-users for PC hardware, operating systems, software applications, peripherals, Installations and device imaging. You will be responsible for responding to, diagnosing and troubleshooting problems through discussion with users, to restore service and/or identify and correct problems. Daily operational requirements include excellent communications and customer service skills. Position requires individual to closely interact with end users diplomatically and technically.

Work hours and days to be established by contract requirements. Overtime and after hour on call will be required for this position as necessary for after hour support.

  • Provide on-site service support, installation, configuration and problem resolution in PC /Network environments
  • Provide advanced degree of technical support to customers on operational or maintenance aspects of system equipment and serve as customer contact on technical and service related problems
  • Diagnose and repair mechanical, hardware, software and system failures using established procedures
  • Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues for all end users including Executive Level customers
  • Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
  • Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress

Desired Skills/Experience:
  • Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues
  • Must be a proficient user of personal computer tools for word processing, decision support and communication
  • Must be skilled in problem solving techniques and repair
  • Experience utilizing remote support tools for end user support; diagnostic and repair
  • Ability to troubleshoot, configure end user mobile devices i.e.: Smart Devices, iPad, iPhone, Tablets, Android devices
  • Advanced knowledge of Windows 10 and 11
  • Advanced knowledge of Office 2007, 2010 and Office 365