Service Desk Technician

The Service Desk Technician provides Level 1 and 2 support for technology devices and applications in the workplace. The role is responsible for timely resolution of incidents and requests received at the Help Desk. The Technician is responsible for provision, build and configuration of company issued devices and those that are in our facilities. They are responsible for initial triage, support and resolution of application incidents and provisioning requests.

The technician adheres to IT Service Management (ITSM) processes through consistent logging and resolution of tickets logged in the system. They will maintain workplace device inventory, prepare reports and work on custom projects for business users. The role requires a high level of interaction with business users and IT teams with a mindset to go above and beyond to enable superior customer experience.

• Respond to incidents and requests received through email, phone, chat or in-person interactions. Collaborate with other IT teams on transfer/escalation of tickets to other IT teams for speedy resolution.
• Adhere to IT Service Management (ITSM) standards with logging and resolution of tickets in Service Now.
• Procure, provision, build and configure laptops, desktops, phones, tablets, printers, and other peripherals/accessories per company device management standards. Meet SLAs for resolution of incidents and requests received for workplaces services team.
• Repair, refresh and perform maintenance on workplace devices and related accessories.
• Install software, maintain system patching/update currency, and ensure ongoing lifecycle maintenance of software and hardware.
• Provision IT System and service access. Support employee onboarding and off boarding activities.
• Maintain an inventory of devices, parts, software, and other workplace assets. Ensure Configuration Management Database (CMDB) assets are current/in sync.
• Gain adequate knowledge of application services to perform initial triage and resolve Level 1 tickets. Transfer/escalate application tickets to other IT teams for resolution.
• Understand and utilize Knowledge Base for incident resolution. Update knowledge base with current information of systems and recurring incidents/requests.
• Ensure security of devices, software and services utilizing security framework.
• Collaborate with business and IT Teams to enhance customer experience.
• Keep abreast of and gain expertise in the evolving technologies and understand how new technologies could be applied.

Knowledge and understanding of the following technical skills

• 2+ years of experience working on an IT Help Desk, desktop, end users or workplace services team.
• Experience with provision, build, configuration and repair of desktops, laptops. mobile devices, printers, conference room systems and peripherals/accessories
• Experience with workplace device operating systems Windows, Linux, Mac OS, iOS, Android etc.
• Experience working with an ITSM Platform/service such as Service Now.
• Experience with cloud-based security tools such as antivirus, anti-phishing, cybersecurity, password management and active directory.
• Experience with Microsoft services such as Azure and M365 is desired.
• Experience with Level 1 support of application services such as Salesforce, Microsoft Dynamics, ADP and Concur is a plus.
• Excellent communication skills and ability to work effectively with stakeholders and team members.

• 2+ years of relevant experience with an Information Technology team.
• High School Education or equivalent.
• CompTIA A+ certification is desirable.

• Typical work hours 7:30 AM-5:30 PM Pacific
• Ability and willingness to work evenings, after hours, weekends, and on-call.
• Ability to commute and work at multiple onsite locations in Hillsboro, OR.
• Working with others in a team setting
• Ability to effectively manage customers under stress
• Some lifting (up to 50 lbs.). Long hours on computer keyboard. Prolonged periods of standing and/or walking.

• 75% employer-paid medical for employee. Family coverage also included.
• 100% employer paid dental, and vision for employee and…