Deskside Support Technician

Summary/Objective

 To succeed in this role, the ideal candidate should have excellent customer service and communication skills, to troubleshoot and resolve issues in an effective, courteous, and knowledgeable manner. The individual will be responsible for managing support tickets supporting end users and requires that tickets be updated in real time with detailed notes on status. The position will also require the individual to have a flexible schedule, and be willing to travel. You will be based out of the Portland office, but must be available for traveling shifts as determined by business needs and/or your supervisor. You must have a reliable working vehicle to drive to sites within your territory. 

Required Experience

Documented experience in an end-user support role

Previous experience supporting MS Office Applications, Configuring and Loading SW applications, PC HW/SW diagnostics, Basic Active Directory and Networking knowledge.

Essential Functions

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

• Ability to troubleshoot Computer hardware and Software issues to isolate problems
• Ability to troubleshoot printers and scanners, both network and direct attached
• Knowledge of application configurations
• Ability to troubleshoot basic network issues related to hardware and Wi-Fi including but not limited to passwords, connectivity, and ports
• Ability to accurately and immediately update notes and status of all tickets worked in real time.
• Ability to provide excellent customer service via phone and email, even when dealing with potentially difficult end users
• Possess intermediate writing, proofreading, and editing skills to update tickets
• Ability to read, understand, and follow documentation on technical processes and procedures
• Ability to understand and follow the documented escalation paths, and effectively explain escalated issue(s)
• Follow documented procedures to set up new users
• Reset user passwords in various systems following documented procedures
• Access, update, and edit technical documentation as assigned
• Aptitude for quickly learning and utilizing new software and programs as related to assigned duties
• Maintain confidentiality of all client information
• Cultivate positive working relationships with both internal and external stakeholders
• Report consistently and on time to work – Must have reliable means of transportation
• Attend all work-related meetings and conference calls
• Perform other work-related duties as assigned

Competencies

• Excellent attention to detail
• Excellent written and verbal communication skills
• Exceptional phone etiquette and customer service skills
• Organized
• Ability to effectively manage time to meet Service Level Agreement requirements
• Effective Problem Solving/Analysis, often under pressure
• Ability to multi-task and manage competing priorities
• Technical Capacity
• Strong decision-making skills
• Ability to communicate and cooperate with both internal and external stakeholders
• Ability to work in a team and take direction well

 Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, headsets, and photocopiers.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to read, write, talk, and hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.   The job requires the ability to lift 25 lbs.

Position Type/Expected Hours of Work
This is a full-time position, and hours of work and days are Monday through Friday, 8 a.m. to 5 p.m. Your work schedule will be determined with your manager as client coverage dictates and may be subject to change. Occasional evening and weekend work may be required as job duties demand. You must have a working vehicle to travel to sites as dictated by business needs. 

Required Education and Experience.

• COMPTIA A Certification or equivalent experience
• Ability to work flexible shifts and after hours as job demands
• 1year customer service experience, preferably in an IT capacity.

Preferred Education and Experience

• COMPTIA Network or equivalent experience
• Previous IT help desk or service desk experience strongly preferred