Desktop Support Analyst - Portland, OR (on-site)

GuideIT; Portland (OR); On-site; USD 45,000 - 72,000; Full time

Benefits offered by this job

Performance bonuses

401K matching

Health, dental, and vision insurance

Paid holidays and paid time off

Job summary

GuideIT is seeking a Desktop Support Analyst to join its EUS/EUC team supporting customers in the Portland, OR area. The role involves hands-on end-user computing support and collaboration with multiple teams.

The candidate will handle requests, incidents, and escalations, provide executive-level support, and participate in IT Asset Inventory and documentation efforts. Local travel to Portland and surrounding areas is required.

Qualifications

• Min. 4 years of direct customer IT support.
• Windows 10/11 experience.
• Troubleshoot hardware and software issues on laptops/desktops.
• SaaS phone systems experience (e.g., Teams Business Voice, GoTo).
• Basic audio/visual experience.
• Basic Active Directory experience.
• Knowledge of networking fundamentals and TCP/IP/OSI models.

Responsibilities

• Provide in-person, end-user computing support for users at offices and remote sites.
• Provide outstanding customer support to End Users on all information systems used.
• Manage requests and incidents within SLA in Service Management tools.
• Serve as escalation point for Level 1 Service Desk and communicate with clients.
• Contribute to documentation to aid Level 1 Service Desk resolutions.
• Communicate proactively and maintain high service levels.
• Perform Mobile Device Management and Directory Services administration as assigned.
• Maintain IT Asset Inventory at major offices.
• Understand departmental workflows to prioritize tickets and prevent incidents.
• Support Infrastructure, Technical, Application, and Security maintenance projects.
• Be on-call for virtual EUC and on-site support.

Skills

End-user support

Windows 10/11

Active Directory basics

Networking basics

SaaS phone systems

Mobile device management

Troubleshooting hardware

Executive communication

Education

High school diploma

Some college or degree preferred

MCP certification preferred

CompTIA A+ certification preferred

Tools

GoTo

Teams Business Voice

Microsoft Teams

Active Directory

Job description

About GuideIT

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 the Portland, OR area. 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 with 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 and Incident 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


• Participate in documentation activities to provide the Level 1 Service Desk with resolution opportunities as identified


• Proactively communicate and deliver support at outstanding levels


• Perform Mobile Device Management, and administer Directory Services as assigned


• Facilitate & maintain an accurate & ready IT Asset Inventory at major offices


• 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.


• Support Infrastructure, Technical, Application, and Security maintenance projects as required.


• On-call flexibility to carry out virtual IT support and in-person EUC support.

Qualifications & Required Skills

• Min. 4 years of direct customer IT support


• Ability to adapt to new technology as it is introduced into the environment


• Windows 10/11


• Ability to troubleshoot hardware / software issues on Laptops and Desktops


• SaaS Phone system experience (e.g., Teams Business Voice, GoTo)


• 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 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 or higher is preferred

Position Location & Other Requirements

• On-site - Portland, OR


• 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


• Must be flexible to on-call expectations and assigned shifts


• Ability to lift to 50 pounds maximum with frequent lifting / and carrying objects weighing up to 25 pounds


• Dress code: business casual office attire

More About GuideIT

Headquarters in Plano, Texas, our services and solutions are designed to align technology with business outcomes, maximize value through cost management, and allow rapid, proactive response to change. At GuideIT, we are looking for candidates that have a high level of integrity and thrive in a team environment centered on mutual trust and respect. Our team members are results oriented and highly adaptable. In addition to a dynamic environment, GuideIT offers competitive pay, performance-based bonuses, 401K, health, dental and vision insurance coverage, paid holidays, and paid time off.

Equal Employment Opportunity

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.