Location: Portland, OR
We are looking for a Customer-Focused Service Desk Technician to work with our partner who is the largest multi-point truck and trailer dealership on the West Coast. They continue to be family-owned and share the values – Teamwork, Entrepreneurship, and Customer-focus. If you have an ability to communicate well over the phone concerning IT issues, please send your resume to firstname.lastname@example.org. We value diversity in the workplace and encourage women, minorities, and veterans to apply. Thank you!
Job Type: FTE
The Service Desk Technician is the single point of contact responsible to provide internal IT support to our customer's employees. The role is responsible for maintaining ticket ownership and ensuring timely resolution. The person in this position must embody company values: Teamwork, Entrepreneurship, and Customer Focus and be committed to providing a high level of support to internal customers to better enable managers and employees to fulfill our Customer Commitment – to be recognized by customers as their Best Business Partner.
ESSENTIAL JOB FUNCTIONS:
-Manage support requests and maintain ticket ownership using ticketing system (Kaseya) throughout the support process. This includes recording support requests, events, and problems in Kaseya.
-Set up new user accounts in active directory and set up hardware as part of the onboarding process.
-Maintain hardware updates and application versions.
-Track internal assets to ensure inventory accuracy.
-Troubleshoot both hardware and software applications remotely and in-person.
-Provide solutions based on best practices and departmental guidelines. Ensure compliance with all system procedures.
-Walk the customer through the problem-solving process to educate customers on how to avoid the issue and where to find answers on their own so they are self-sufficient where possible.
-Utilize vantage point as front-line support to the customer to assist management in identifying areas of improvement.
- Escalate problems to appropriate teams where needed.
ESSENTIAL JOB REQUIREMENTS:
Education: Education or experience equivalent to an Associates’ degree in Information Systems, Technology or Computer Science.
Minimum 3 years in a service desk supporting 1,000+users.
Strong MDM experience; Airwatch preferred.
Ticketing system experience; Kaseya preferred.
Required Knowledge, Skills, Abilities:
-Strong knowledge of Active Directory best practices in midsize network environments. -Strong understanding of IT policies and best practices.
-In depth understanding of PC’s, mobile and other technology products.
-Broad knowledge of Browsers, Antivirus, and Anti Mal-Ware applications, Windows 7 and 10.
-Strong iOS and Android skills.
-Superior customer service and communication skills- ability to effectively communicate with both technical and non-technical users.
-Ability to multitask; prioritize and accomplish all given tasks in a timely manner.
-Ability to troubleshoot and problem solve a variety of problems.