ZS45
Located in Portland, OR
Pay: $26-$28
Job Full Description
The IT Systems Support Technician provides professional phone, email, and onsite support to internal Customers who are utilizing our applications, systems, and hardware. With limited supervision, assists users in resolving software, computer and device problems through diagnoses and discussion with users. Will take the necessary steps to identify the problem, research, isolate, and resolve the problem.
Job Responsibilities
• Support day to day on-going business operations as they intersect with IT systems, and provide the highest level of customer support with resolving IT related issues.
• Responsible for assessing the internal Customer's business need or problem, using on-line tools and analytical thinking to diagnose and resolve the issue or business need.
• Responsible for accurately logging the call information into the call tracking system.
• Responsible for retaining ownership of calls and following up with frequently with current updates until a resolution is reached.
• Research open issues thoroughly and quickly move those issues toward an accurate resolution.
• Day to day support of Windows 7/10, MS Office 2016, multiple browsers, Wi-Fi and LAN TCPIP connections, Remote Access, VPN, file shares, Dell/HP/IBM desktop and notebook computers, Xerox/Ricoh/HP printers, and Office 365.
• Support corporate and remote branch office networks and troubleshoot networking issues related to Cisco LAN/Wi-Fi, Cisco Meraki Firewalls, and public and private WAN Internet providers.
• Use WDS and other imaging tools to build and deploy computers and laptops. Perform hardware upgrades and replacements.
• Utilize Windows 7/10 system and command-line tools, event logs, registry and performance monitoring tools.
• Contribute to the department technical resources libraries.
• Provide support on mobile devices such as Samsung, other Smart Phones.
• Utilize a ticketing system to receive and resolve user requests and document status and resolution.
• Assist in Active Directory administration functions, user accounts and passwords updates. • Participate in on-call duty with other team members on a rotating schedule.
• May perform other duties as assigned.
Requirements
• High School diploma or equivalent.
• Bachelor’s degree in Computer Science, Information Systems, or Engineering preferred.
• 2+ years of Technical desk-side / remote support experience.
• Previous software or hardware technical support experience.
• ITIL Foundations in Service Management.
• HDI Customer Support Representative (CSR) and/or HDI Support Center Analyst (SCA).
• HDI Desktop Support Technician (DST), and/or a Microsoft Certified Desktop Support Technician (MCDST).
• MS Office Specialist (MOS), CompTIA A+, Network A+, Security.
Portland (East), OR
1003
10011 SE Division
Suite 102
Portland, OR 97266
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