Technical Support Analyst #1571

• Assists end users in resolving a wide variety of hardware and software issues, requests, complaints, and inquires by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
• Monitor, manage, resolve or refer IT ticket queue, triage, resolve issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required
• Builds/images, installs, tests, monitors, upgrades, troubleshoots and repairs computers, mobile devices, networks and peripherals.
• Work with Network/System Administrators to ensure optimal operations of all systems
• Works with and may act as a liaison with external technology vendors
• Manages user account information, including rights, security and systems groups.
• Manage and/or perform backup, recovery, and other security measures as required
• Documents, tracks and monitors the problem to facilitate a timely resolution using a central IT ticket management application
• Writes or contributes to knowledge base articles for user self-service or other IT instruction
• Manage hardware assets and track via asset management applications.
• Participate in continual updates to the team's IT documentation and training system by recommending changes or updates in programming, documentation, and training to address system deficiencies and user needs
• Understand the IT working environment sufficiently to explain technical issues and concepts to a disparate range of technical and non-technical clients; effectively communicates both orally and written with customers, team members, and organization. May be required to train individuals or groups, as needed.
• Exhibits an excellent attention to detail and multi-tasking ability with the capability of working independently
• May provide supervision to other technical support staff; Participates in regular individual and team meetings with manager; Attends informational meetings which may include all staff and team meetings, consultation with other staff and required trainings.

Do you have a valid Driver's License license?, Do you have experience in Windows?, Do you have a Bachelor's degree?, * Bachelors degree or 3-5 years' experience in Technical/Computer/Help Desk support

• An A , MCSE, or other Microsoft or Networking certification(s) a plus
• Desktop troubleshooting experience and skills in a Microsoft Windows environment.
• Knowledge of hardware and software troubleshooting and/or repair of standard set of peripherals in an enterprise environment
• Prefer experience with Windows Deployment Services, Active Directory, and/or BitLocker a plus.
• Preferred knowledge and/or experience working within the Microsoft Office 365, Microsoft Azure and other Cloud service environment.
• Familiarity with supporting wireless communication devices such as Smartphones, Wireless hotspots, and cell phones a plus
• Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service.
• Demonstrates critical thinking and analytical capability; Ability to learn new technologies quickly
• Demonstrates effective communication skills (both written and oral) and maintains a cooperative working relationship with others in a culturally diverse environment. Team Player.
• Demonstrates punctuality, accountability, and patience
• Ability to perform under pressure, be flexible, and effectively manage and prioritize a backlog of tickets
• Ability to lift 50 lbs.
• Ability to travel between work locations in the Portland metro area.
• Ability to work evenings and/or weekends.
• Requires valid driver's license, proof of current automobile insurance coverage, verification of safe driving record from DMV, and ability to meet LWNW driving requirements.