IT Help Desk Technician II
On-siteWilsonville, Oregon, United States
Job Summary
Manage assigned tickets in accordance with established service level agreements and monitor the help desk queue to assess priority. Act as the first point of contact for WPI staff requiring IT support, answering end user queries via phone, email, chat, and in person. Troubleshoot connectivity, network, client VPN, and email-based issues while installing, maintaining, and resolving hardware and software problems. Coordinate escalations with senior team members and document all support tickets in IT ticketing software. Update and reconcile IT inventory, order new client computers, reimage systems, and provision smart phones, iPads, and VOIP devices. Perform hardware repairs and upgrades, and create documentation for internal processes. Late night and weekend hours are occasionally necessary for system upgrades and maintenance.
Required Qualifications
- Associates degree in Information Systems, Computer Science, or related field of study OR equivalent industry experience
- Exceptional written and interpersonal skills
- Ability to interact with all levels of the corporation
- Proven ability to prioritize a constantly shifting workload and collaborate with other IT staff members daily
- Customer focused attitude
- Team-oriented mindset
- Ability to thrive in a result oriented, fast paced environment
- Ability to break down problems both known and unknown in a logical, efficient manner
- Strong knowledge of MS Windows operating systems
- Solid understanding of core network components (TCP/IP, Active Directory, DNS, DHCP, RDS, etc)
- Competency with hardware and software troubleshooting
- Competency with common mobile products (iPhone, iPad, Android devices)
- Ability to learn and apply new concepts quickly
- Availability for late night and/or weekend hours
- Local to office location
- Ability to travel infrequently for IT maintenance at corporate offices and jobsites
Desired Qualifications
- A+, N+, MCP, or other industry level certifications
- Microsoft, CompTIA, or other industry certifications
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