Desktop Support Analyst

GuideIT; Portland (ME); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K with match

Paid holidays and PTO

Job summary

GuideIT is a US-based technology services company seeking a Desktop Support Analyst to support end users in Portland, OR and surrounding areas. You will provide in-person computing support, troubleshoot issues, and collaborate with multiple teams to ensure service excellence.

The role requires flexibility to alternate locations, strong communication, and a focus on VIP user experience, with on-call duties and potential travel to remote sites as needed.

Qualifications

• 5 years of direct customer IT support.
• Ability to adapt to new technology as it is introduced.
• Cisco phone experience.
• Basic audio/visual experience.
• Basic Active Directory experience.
• Networking fundamentals including TCP/IP, DNS, DHCP.
• Experience with VoIP and simple network configurations.
• Strong communication and responsiveness to user needs.

Responsibilities

• Provide in-person, end-user computing support at offices and remote sites.
• Deliver outstanding customer support to end users on all information systems used.
• Handle requests, incidents, changes and problems within SLA norms.
• Serve as escalation point for Level 1 Service Desk with client communications.
• Prioritize tickets by understanding business workflows and VIP needs.
• Perform mobile device management and directory services administration.
• Maintain IT asset inventory at major offices.
• Support infrastructure, application and security maintenance projects.
• On-call to support EUC both virtually and on-site.

Skills

Customer IT support

Active listening

Communication

Cisco phone experience

AD directory experience

Networking fundamentals

VoIP understanding

Problem solving

Education

High school diploma/GED

Some college preferred

Microsoft MCP preferred

CompTIA A+ preferred

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.