On-Site IT Help Desk Analyst II — Desktop & Remote Support

GDH; Battle Ground (WA); On-site; USD 28,000 - 36,000; Full time

Job summary

GDH is seeking an IT Support Specialist to provide comprehensive application and desktop support to business users. You will troubleshoot PC hardware, software, network devices, and mobile devices, and participate in technology refresh projects.

The role requires strong communication and the ability to serve as the primary contact for IT-related problems. You will deliver in-person, desk-side, and remote assistance, maintain hardware/software applications, and manage assets per ITIL-based

Qualifications

• Bachelor’s degree in Information Technology or related field, or an Associate’s degree with 3-5 years of relevant experience.
• Proven experience with ITIL-focused ticket management tools; ServiceNow experience is a plus.
• Strong customer service, interpersonal, and communication skills.
• Ability to prioritize tasks and adapt to changing technologies.
• Experience with PC and laptop imaging and hardware/software support.

Responsibilities

• Provide troubleshooting support for PC hardware, software, network, printers, phones, and mobile devices.
• Assist with technology refresh projects and hardware/software imaging.
• Serve as the initial point of contact for all IT-related issues, ensuring prompt resolution.
• Deliver in-person, desk-side, and remote support to business users.
• Maintain and support hardware and software applications.
• Manage IT assets in accordance with asset management procedures.
• Follow IT Standard Processes, Procedures, and security policies.
• Collaborate with internal teams and external vendors to coordinate resolution activities.
• Document support activities and update tickets accurately using IT service management tools.
• Perform additional duties as assigned by management.

Skills

Customer service

Communication

Prioritization

Problem solving

Education

Bachelor’s degree in Information Technology or related field

Associate’s degree with 3-5 years of relevant experience

Tools

ITIL tools

ServiceNow

MS Office 365

Microsoft Teams

Remote assistance tools

Active Directory

Citrix

Job description

GDH is seeking an IT Support Specialist to provide comprehensive application and desktop support to business users. You will troubleshoot PC hardware, software, network devices, and mobile devices, and participate in technology refresh projects.

The role requires strong communication and the ability to serve as the primary contact for IT-related problems. You will deliver in-person, desk-side, and remote assistance, maintain hardware/software applications, and manage assets per ITIL-based