Desktop Support Analyst

GuideIT, LLC; Portland (OR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K with match

Health, dental, and vision insurance

Paid holidays

Paid time off

Job summary

GuideIT, a US-based technology services company, is seeking a Desktop Support Analyst to join our EUS/EUC team supporting customers in Portland, OR and surrounding areas. This role is on-site in Portland with local mobility.

You will provide in-person end-user computing support, assist with tickets, and coordinate with multiple teams to ensure timely resolutions and excellent user experiences. Candidates must have strong communication skills and a customer-focused mindset.

Qualifications

• Minimum 5 years of direct customer IT support.
• Ability to adapt to new technology introduced into the environment.
• Experience with Cisco phone systems implied in role.
• Basic audio/visual experience is preferred.
• Basic Active Directory experience required.
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP and VPN.
• Strong communication skills and customer-focused approach.
• Ability to read and interpret technical and business documents.
• Ability to present information to groups including managers and clients.
• Problem-solving skills and ability to handle practical issues with limited standardization.
• Ability to follow instructions and work well in cross-functional settings.
• Comfort communicating with executives.

Responsibilities

• Provide in-person end-user computing support at directed offices and remote sites.
• Deliver outstanding customer support for end users across information systems.
• Handle incident, request, change and problem management per SLAs.
• Serve as escalation point for Level 1 Service Desk and communicate with clients.
• Prioritize tickets by understanding business workflows and departmental needs.
• Communicate proactively with VIP users to ensure high service levels.
• Perform mobile device management and directory services administration as assigned.
• Maintain IT asset inventory across major offices.
• Support infrastructure, application and security maintenance projects as needed.
• Provide on-call virtual and EUC support as required.

Skills

Customer IT support

Adaptability to new tech

Cisco phone systems

AV basics

Active Directory

Networking basics

Strong communication

Technical troubleshooting

Executive-level communication

Report writing & documentation

Education

High school diploma or GED

Some college or college degree preferred

Microsoft certifications (MCP) preferred

CompTIA A+ certification preferred

Tools

Active Directory

VoIP systems

Job description

GuideIT is a US based technology services company focused on providing value to its customers through technology alignment and optimization. We are currently looking for a Desktop Support Analyst to join our EUS/EUC team supporting customers in Portland, OR and surrounding areas. Only local candidates will be considered.

About the Role

This technology support position requires teamwork, communication and a passion for working directly with end users throughout Portland and surrounding areas. The qualified candidate must be flexible to alternating locations, as directed, and will be collaborating with multiple teams.

Primary Duties

• Provide in-person, end-user computing support for users at directed offices and remote sites.
• Provide outstanding customer support to End Users on all information systems used.
• Perform request, incident, change and problem management processes within service level expectations (i.e., priority / escalation norms) in service management tools.
• Serve as the escalation point for Level 1 Service Desk, including communication with clients and technical troubleshooting.
• Maintain a general understanding of corporate structure and an awareness of business workflow in each department to leverage this understanding to prioritize tickets or tasks, trigger follow-ups or proactively prevent incidents from occurring.
• For VIP users, proactively communicate and deliver support at outstanding levels.
• Perform mobile device management and administrate directory services as assigned.
• Facilitate & maintain an accurate & ready IT asset inventory at major offices.
• Support infrastructure, application and security maintenance projects as required.
• On-call flexibility to carry out virtual IT support and in-person EUC support.

Qualifications & Required Skills

• 5 years of direct customer IT support
• Ability to adapt to new technology as it is introduced into the environment
• Cisco phone experience
• Basic audio/visual experience
• Basic Active Directory experience
• Applies knowledge of networking fundamentals; basic security and wireless concepts; routing and switching fundamentals; the TCP/IP and OSI models; IP addressing; WAN technologies; NAT, DHCP and DNS; understanding VoIP and configuring simple networks
• Applies strong technical skills, effective communication skills and is responsive to customer needs
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations
• Ability to write reports, business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Ability to communicate and support users at the executive level

Education & Certifications

• High school diploma and/or GED certificate required
• Some college or college degree preferred
• Microsoft Certified Professional (MCP) certification is preferred
• CompTIA A+ Certification is preferred

Position Location & Other Requirements

• Portland, OR on-site
• Must be flexible to commute between customer and GuideIT sites located in Portland, McMinnville and Salem areas to perform work
• Must be willing to travel quarterly to remote locations in Montana
• Dress Code: professional office attire
• Provide on-call support if required outside of standard business hours
• Ability to lift to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.
• Frequent overhead reaching and bending/crouching.

Benefits

GuideIT offers competitive pay, performance-based bonuses and 401K with match. Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.

GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.