Desktop Support Engineer

SISL Global; Portland (OR); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading IT services company in Portland, Oregon is seeking an Entry-level IT Support technician to ensure effective incident management and provide troubleshooting support across various endpoint devices. Ideal candidates should possess solid technical communication skills, both in articulating solutions to users and in collaborating with technical teams. Responsibilities include configuring new hire equipment and supporting video conferencing setups. This full-time position offers an excellent opportunity to start a career in Information Technology.

Qualifications

• Entry-level position focusing on IT support and troubleshooting.
• Ability to articulate technical solutions to non-technical users.
• Familiarity with both Windows and Mac OS environments.

Responsibilities

• Manage incidents for endpoint devices including laptops, desktops, and mobiles.
• Provide hands-on assistance with video conferencing equipment.
• Troubleshoot and repair technology issues for all endpoints.
• Deploy and configure equipment for new hires using automated tools.
• Coordinate with OEM vendors and other IT groups to achieve SLAs.

Skills

Incident Management

Troubleshooting skills

Customer service

Technical communication

Tools

Microsoft Intune

JAMF

Job description

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• “Break Fix” support incorporates the IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment
• OEM Vendor co-ordination for faulty or new hardware requirements
• “IMAC” is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de-installation of software/application

“Desk Side Support” includes all types of physical assistance required at the desk of an end user to resolve IT related issues.

In Scope:

• Incident Management for Endpoint Devices - Laptop/Desktop/Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor)
• Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams/OEMs for any additional support
• Co-ordination with OEM on Hardware/Software issues
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Deployment and configuration of new hire equipment (Manually and/or using automated Tools)
• Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
• Articulate technical solutions to non-technical users in simple and easy to understand terms
• Occasional work to move/lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex :Movement of PC from one floor to another)
• Uplift and reimage of leaver equipment and update of asset management system/CMDB.
• Update of asset management system/CMDB according to Joiner Mover Leaver Process

Responsibilities

• Incident Management for Endpoint Devices - Laptop/Desktop/Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor)
• Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams/OEMs for any additional support
• Co-ordination with OEM on Hardware/Software issues
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Deployment and configuration of new hire equipment (Manually and/or using automated Tools)
• Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
• Articulate technical solutions to non-technical users in simple and easy to understand terms
• Optional work to move/lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex :Movement of PC from one floor to another)
• Uplift and reimage of leaver equipment and update of asset management system/CMDB.
• Update of asset management system/CMDB according to Joiner Mover Leaver Process

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Information Technology

Industries: IT Services and IT Consulting

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