Help Desk Support Technician

The Help Desk Support Technician supports a distributed PC and networking environment across Portland, OR, with an onsite focus. This role performs Tier 1 assistance for end users, maintains incident records in a ticketing system, and manages desktop, networking, printing, and endpoint support tasks.

Key Responsibilities

• Provide support for a distributed PC and networking environment, including installation, testing, repair, and troubleshooting for stand-alone PCs, networked PCs, printers, and other computer peripherals.
• Install and test personal computers, printers, and peripherals; configure the operating system and load shrink-wrap programs and other application software.
• Perform system upgrades and maintenance.
• Troubleshoot computer issues using hardware and software diagnostics; coordinate needed repairs and resolve system problems, including coordination between users and local area network components.
• Participate in evaluation of system configuration and software.
• Respond to inbound support requests through phone, email, and direct customer contacts.
• Enter and manage technical support incidents in a ticketing system for tracking.
• Troubleshoot, identify, and resolve problems, escalating issues to the appropriate systems engineers when required.
• Resolve Tier 1 support issues through phone, email, remote desktop, and on-site support.
• Resolve client issues via telephone for Active Directory (AD).
• Resolve client issues via telephone for AD password resets.
• Resolve client issues via telephone for Mobile Device Management (iOS devices).
• Troubleshoot network connectivity issues remotely using Command Prompt and other tools for local LAN/WAN and desktop/laptop network devices.
• Provide remote support using Remote Desktop and Bomgar.
• Use VPN system knowledge to address connectivity-related requests.
• Apply knowledge of imaging techniques, including PXE boot imaging.
• Provide on-site customer support and training.
• Assist end users with application software and supported operating systems, including Windows 10 and future versions of Microsoft Windows for PCs and laptops; Apple devices are also supported.
• Maintain pertinent documentation.
• After malicious incident notification, perform a manual antivirus scan of desktop and laptop systems.
• Notify stakeholders of unresolved user problems, outstanding trouble calls, or other areas of concern.
• Receive vendor equipment deliveries, maintain inventory and accounting for deliveries, assist with updating equipment records and imaging systems.
• Assist in preparing equipment for shipment and track equipment through delivery to customers.

Required Qualifications

• CompTIA A+ Certification (or equivalent certification).
• Support responsibilities include software installation and configuration.
• Proficiency in troubleshooting and resolving Tier 1 support issues via phone, email, remote desktop, and on-site.
• Ability to resolve Tier 1 client issues via telephone and maintain customer contact according to a specified service level.
• Knowledge of standard COTS and installation software troubleshooting and support, including Office 365 and Adobe Acrobat DC.

Technologies

• Active Directory (AD)
• Mobile Device Management (iOS devices)
• Remote Desktop
• Bomgar
• VPN
• PXE boot imaging
• Command Prompt
• Windows 10
• Microsoft Windows
• Apple devices
• Office 365
• Adobe Acrobat DC
• Antivirus scan
• Ticketing system