Computer Support Specialist II

asmexternalcareersite; Portland (OR); On-site; USD 65,000 - 90,000; Full time

Job summary

ASM Research is seeking an on-site IT Service Desk professional to provide Tier 2 end-user support in a Windows environment for a large enterprise of ~4500 users. You will troubleshoot, resolve, or escalate incidents, manage hardware, and support a range of devices in person or over the phone.

The role emphasizes accurate ticketing, asset tracking, and collaboration with teammates to implement process improvements.

Qualifications

• 3-5+ years IT experience in a Service Desk Tier 1 Enterprise role.
• Working knowledge of Microsoft Windows support.
• Experience troubleshooting and repairing enterprise peripherals.
• Familiar with supporting smartphones and mobile devices.
• Strong customer service and communication skills.
• US Citizen able to pass government background check.
• Bachelor's degree preferred but not required.

Responsibilities

• Resolve or refer IT issues; escalate with SMEs as required.
• Enter IT problem descriptions into ticketing system and route to correct support group.
• Manage hardware assets and track via asset management applications.
• Troubleshoot Desktop/Laptop, thin client, printers and mobile devices.
• Troubleshoot peripheral devices (Printers, Smartphones, Scanners).
• Explain technical issues to a disparate range of technical and non-technical clients.
• Run diagnostic programs for troubleshooting or monitoring purposes.
• Provide support to end users on moderately complex issues.
• Apply diagnostic techniques to identify problems and solutions with minimal supervision.
• Set up equipment for employee use and install OS/software.
• Refer major problems to vendors or next tier for service.
• Collaborate with team to resolve IT issues and improve processes.
• Assist in training materials or training users.
• Ability for light travel and support to offsite locations.

Skills

IT Service Desk

Windows support

Customer service

Troubleshooting

Education

Bachelor's degree in Computer/Information Technology or related field

Tools

Asset management systems

Ticketing system

Mobile devices support

Job description

General Summary

Provides on-site Tier 2 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and elevate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise environment.

Job Responsibilities

• Resolve or refer IT issues; Solve technical issues in a professional manner or elevate in a timely manner, bringing in other subject matter experts as required.
• Enter IT problem descriptions into ticketing system and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
• Manage hardware assets and track via asset management applications.
• Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware.
• Troubleshoot peripheral devices (Printers, Smartphones, Scanners etc.).
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Run various diagnostic programs for troubleshooting or monitoring purposes.
• Provides support to end users on a variety of moderately complex issues. Responds to telephone calls, email and personnel requests for technical support.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures with minimal direct supervision from the computer support supervisor.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Refers major hardware or software problems or defective products to vendors, technicians, or next tier for service.
• Collaborates with team members to resolve information technology issues and implement process improvements.
• Assists in the development of training materials and procedures, or trains users in the proper use of hardware or software.
• Ability for light travel and support to offsite locations.

Minimum Qualifications

• 3-5+ years IT experience in an IT Service Desk Tier 1 Enterprise position.
• Possess a working knowledge and progressive experience in a Microsoft computer support
• Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
• Familiar with supporting smartphones and other mobile devices
• Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
• Strong interpersonal communication skills both written and verbal
• US Citizen able to pass a government background check.
• Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.

Other Job Specific Skills

• Must have strong communication skills (written, verbal, and listening) and be able to effectively communicate and grasp technical issues and work with clients.
• Knowledge of assigned hardware and/or software products required.
• Requires working knowledge of personal computers and peripherals.
• Stays up to date technically and applies new knowledge to job.
• Understands how systems should work and how changes in conditions, operations, and the environment may affect outcomes
• Knowledge of principles and processes for providing customer and personal services to include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Actively looks for ways to help people in the most efficient manner.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Understands the implications of new information for both current and future problem-solving and decision-making

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.