The Role
Provide in-person end-user computing support across Portland-area sites, triage and escalate service desk incidents, administer AD and mobile device management, maintain IT asset inventory, support infrastructure/application/security projects, and provide on-call virtual and executive-level support.
Summary Generated by Built In
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 Portland, OR and surrounding areas. 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 to alternating locations, as directed, and will be collaborating with multiple teams.
Primary Duties
Qualifications & Required Skills
Education & Certifications
Position Location & Other Requirements
Benefits
GuideIT offers competitive pay, performance-based bonuses and 401K with match. Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.
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.
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 to 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, incident, change and problem 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.
- 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.
- For VIP users, proactively communicate and deliver support at outstanding levels.
- Perform mobile device management and administrate directory services as assigned.
- Facilitate & maintain an accurate & ready IT asset inventory at major offices.
- Support infrastructure, application and security maintenance projects as required.
- On-call flexibility to carry out virtual IT support and in-person EUC support.
Qualifications & Required Skills
- 5 years of direct customer IT support
- Ability to adapt to new technology as it is introduced into the environment
- Cisco phone experience
- 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 read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations
- Ability to write reports, business correspondence and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
- 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 is preferred
Position Location & Other Requirements
- Portland, OR on-site
- 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
- Dress Code: professional office attire
- Provide on-call support if required outside of standard business hours
- Ability to lift to 50 pounds maximum with frequent lifting/and or carrying objects weighing up to 25 pounds.
- Frequent overhead reaching and bending/crouching.
Benefits
GuideIT offers competitive pay, performance-based bonuses and 401K with match. Health, dental and vision insurance coverage, paid holidays and paid time off for full-time employees.
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.
Skills Required
- 5 years of direct customer IT support
- Ability to adapt to new technology
- Cisco phone experience
- Basic audio/visual experience
- Basic Active Directory experience
- Networking fundamentals (TCP/IP, OSI, routing/switching, IP addressing, WAN, NAT, DHCP, DNS)
- VoIP knowledge and configuration
- Mobile device management experience
- Service management processes (request, incident, change, problem) and service desk escalation
- IT asset inventory maintenance
- On-call flexibility for virtual and in-person support
- Ability to lift up to 50 pounds and perform frequent overhead reaching/bending
- Ability to communicate and support executive-level users
- High school diploma or GED
- Some college or college degree
- Microsoft Certified Professional (MCP)
- CompTIA A+ Certification
- Local to Portland, OR and flexible to commute to Portland, McMinnville and Salem
- Willingness to travel quarterly to remote locations in Montana
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The Company
What We Do
While technology is critical for every business, it’s also complex and ever changing, often making it difficult to manage. Because of this complexity, many business leaders find themselves in need of advisors they can trust...people who can guide them through getting the most out of technology, relative to their business priorities and the results they seek. That’s why people put their trust in GuideIT. We serve businesses large and small, healthcare and commercial. We deliver tangible results that improve our customers’ businesses. Through a portfolio of solutions spanning consulting, managed services and data-centric digital transformation, we help healthcare organizations to improve the quality of care, while reducing cost. We help commercial organizations to better understand and serve their customers, address the changing competitive landscape, and manage a complex technology environment. GuideIT—helping you to get the most out of technology.
