Computer Support Specialist II

Dunhill Professional Search & Government Solutions; Portland (OR); On-site; USD 30,000 - 47,000; Full time

Job summary

Dunhill Professional Search & Government Solutions seeks an on-site IT Help Desk Specialist to support the Portland area. You will resolve, refer, and escalate IT issues, document problems in the ticketing system, and ensure accurate asset tracking while assisting end users with hardware and software setup.

Responsibilities include diagnosing desktops, laptops, printers, and mobile devices, providing clear explanations, and collaborating with teammates to improve processes.

Qualifications

• 3-5+ years of IT experience in an enterprise IT Service Desk Tier 1 role.
• Proficient in Microsoft computer support.
• Experience troubleshooting and repairing standard peripherals in an enterprise environment.
• Familiar with supporting smartphones and mobile devices.
• Strong customer service mindset and satisfaction focus.
• Excellent verbal, written and listening communication skills.
• On-site work in the Portland, OR metro area and travel between three local sites.

Responsibilities

• Resolve or refer IT issues professionally, escalating when needed.
• Enter IT problem descriptions into the ticketing system and troubleshoot sufficiently to route the problem to the correct IT support group.
• Manage hardware assets and track them in asset management applications.
• Troubleshoot and repair desktops, laptops, thin clients, printers and mobile devices.
• Run diagnostic programs for troubleshooting and monitoring; identify problems and propose solutions with minimal supervision.
• Respond to phone, email and in-person requests for technical support on moderately complex issues.
• Set up equipment for employee use, ensuring proper installation of cables, OS and software.
• Refer major hardware or software problems to vendors or next tier for service.
• Explain technical issues clearly to technical and non-technical users.
• Collaborate with team members to resolve IT issues and implement process improvements; help develop training materials and procedures and train users on hardware and software.
• Travel lightly between sites and support offsite locations in the Portland metro area.

Skills

Customer service

Troubleshooting

Communication skills

Microsoft Windows

Education

Bachelor of Science in Computer/Information Technology

Tools

Ticketing system

Asset management software

Job description

Responsibilities:

• Resolve or refer IT issues professionally, escalating in a timely manner and bringing in other subject matter experts as required
• Enter IT problem descriptions into the ticketing system and troubleshoot sufficiently to route the problem to the correct IT support group
• Manage hardware assets and track them in asset management applications
• Troubleshoot and repair desktops, laptops, thin clients, printers and mobile devices, plus peripherals (printers, smartphones, scanners)
• Run diagnostic programs for troubleshooting and monitoring; apply diagnostic techniques to identify problems, investigate causes and recommend solutions with minimal supervision
• Respond to phone, email and in-person requests for technical support on a variety of moderately complex issues
• Set up equipment for employee use, ensuring proper installation of cables, operating systems and software
• Refer major hardware or software problems or defective products to vendors, technicians or the next tier for service
• Explain technical issues clearly to technical and non-technical users
• Collaborate with team members to resolve IT issues and implement process improvements; help develop training materials and procedures and train users on hardware and software
• Travel lightly between sites and support offsite locations in the Portland metro area

Required qualifications:

• 3-5+ years of IT experience in an enterprise IT Service Desk Tier 1 position
• Working knowledge of, and progressive experience in, Microsoft computer support
• Experience in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
• Familiarity with supporting smartphones and other mobile devices
• The highest standards of customer support and customer satisfaction
• Strong written, verbal and listening communication skills; able to grasp technical issues and work with clients
• Working knowledge of personal computers, peripherals and the assigned hardware and software products
• Able to work on site in the Portland, OR metro area and travel between three local sites

Preferred:

Bachelor of Science in Computer/Information Technology or a directly related field (preferred, not required).

Location:

On site (no telework) in Portland, OR, with travel between three sites in the Portland metro area.

Schedule:

Full-time, 40 hours/week, day shift.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.