Desktop Support Technician

Ovation Workplace Services is seeking a Desktop Support Technician to provide first- and second-level technical support across local and remote IT environments. In this onsite role in Portland, OR 97218, you will help keep end users productive by troubleshooting hardware, software, and application issues, documenting incidents in an IT ticketing system, and escalating when needed to support established SLAs.

The position covers Windows-focused support, foundational macOS assistance, and enterprise application and endpoint support. You will also coordinate with vendors when issues involve complex audio/visual equipment, and you will communicate clear status updates to users and stakeholders throughout the lifecycle of each open incident.

What you’ll do

• Provide first- and second-level technical support for hardware, software, and application issues via phone, remote tools, and on-site assistance.
• Log, track, and maintain accurate documentation for incidents and service requests in the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems, currently including Windows 10 and Windows 11, plus Microsoft Office 365.
• Provide foundational support for macOS users on Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance for computers, laptops, and printers to support operational reliability.
• Complete remedial repairs on desktops, laptops, printers, and related peripheral equipment.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Deliver timely, professional status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices in the enterprise environment.
• Demonstrate working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications to support a broad set of IT needs.
• Perform other duties assigned by management to support departmental and organizational objectives.

Required experience

• Walk - Up Desk: 1 year (Required)
• Desktop support: 3 years (Required)
• ServiceNow: 3 years (Required)

Minimum requirements

• Education: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; or an equivalent combination of education, training, and directly related work experience.
• Minimum experience: 18 months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows environments, including Windows 10 and/or Windows 11.
• Proficiency with Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience installing, configuring, and troubleshooting PC and laptop hardware.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of MDM platforms supporting iOS and Android.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical and troubleshooting skills, with the ability to manage multiple priorities and work independently while meeting SLAs.
• Excellent verbal and written communication skills for explaining technical information to non-technical audiences.
• Commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to evolving technology and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response.

Technologies you’ll work with

• Windows 10, Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Active Directory, Group Policy Objects (GPOs)
• iOS, Android, mobile device management (MDM)
• Helpdesk ticketing systems
• Enterprise antivirus, endpoint protection solutions
• Enterprise encryption solutions
• Windows device management via Active Directory

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Preferred certifications

• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

Work environment and physical requirements

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift or move IT equipment up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Primarily performed in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

Location: Portland, OR 97218 (onsite) | Pay: USD 20-23 per hour

Education/Experience Note: Associate's or Bachelor's degree is listed as the education minimum, and the role also requires 18 months of hands-on desktop support or help desk experience.