Desktop Support Analyst

Gowestpac; Portland (OR); On-site; USD 55,000 - 70,000; Full time

Job summary

Western Pacific is seeking an onsite Desktop Support Technician to join our Portland, OR team. You will provide frontline support for PCs, peripherals, and applications, handling end-user requests via phone, email, and self-service.

The role requires 3-5 years in desktop support, strong Microsoft troubleshooting, hardware and peripheral issue resolution, and collaboration with vendors for timely maintenance. Local candidates only, onsite work in a manufacturing/office setting with PPE as needed.

Qualifications

• 3–5 years’ experience in a desktop support role.
• Troubleshoot in a Microsoft environment.
• Troubleshoot hardware and peripheral issues.
• Troubleshoot infrastructure.

Responsibilities

• Provide front-line support for PCs, peripherals, and applications.
• Manage help desk calls and service requests to resolution.
• Create and remove user accounts and manage access control.
• Maintain an inventory of installed software and licensing.
• Diagnose and repair hardware and software problems with end users.
• Escalate issues to ensure timely resolutions and notify leadership.

Skills

Desktop support

Microsoft troubleshooting

Hardware troubleshooting

Infrastructure troubleshooting

Job description

Description

Please note: This is an onsite position working at our Portland, OR location. Local candidates only, please!

This dynamic position is Western Pacific’s frontline support to all end users across our multiple branches. This position is responsible for supporting all Personal Computers (PC’s), peripherals, Microsoft Published Applications, Windows operating systems and applications. Manages help desk calls and service requests in a timely and accurate manner.

Essential Responsibilities & Expectations:

• Experienced with Windows, Linux, Google, and AWS environments


• Front-line customer support, providing technical support to end-users via telephone, e-mail, and self-service requests


• Maintains records of all customer problems and tracks each through to resolution; initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding targets


• Creating and removing user accounts and managing access control based on company policies


• Assist in enforcement of Information Systems & Security policies.


• Maintain an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades


• Diagnoses and repairs hardware and software problems; contacts end users as needed to discuss specific symptoms of equipment failure, and nature of repairs required, and possible solutions to equipment problems


• Analyze and make recommendations for hardware and software standardization


• Work with hardware and software vendors both electronically and by telephone to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.


• Setup, configures and tests computer equipment and peripherals


• Assists in the roll-out of software and hardware updates.


• Basic Installation, Support, and troubleshooting of Server and Network infrastructure.


• Communicate with leadership regularly regarding system issues unable to resolve

Requirements

Qualifications & Desired Skills

• 3-5 years’ experience in a desktop support role


• Ability to troubleshoot in a Microsoft environment


• Can troubleshoot hardware and peripheral issues


• Ability to troubleshoot infrastructure.

Work Environment

Work is performed primarily in an office environment; some time will be spent in a manufacturing environment with exposure to noise and dust. PPE is required when in manufacturing. Most work requires use of a computer. High level of social interaction and teamwork required in order to serve internal customers. Able to lift up to 50 pounds.