Service Desk Specialist

Description
Essential

Job Duties and Responsibilities:

Provides independent technical support to end users across a variety of hardware,
software, and peripheral technologies.
Logs, triages, prioritizes, and routes incidents and service requests according to
documented procedures and impact/urgency.
Maintains availability status within the ticketing platform to support efficient workload
distribution.
Installs, configures, and maintains computer systems, peripherals, and software
applications.
Performs user account support tasks, including password resets, account access issues,
and multi-factor authentication.
Handles unfamiliar issues by applying structured troubleshooting before escalation.
Escalates complex or high-impact tickets appropriately, providing clear documentation of
troubleshooting steps performed, relevant findings, and supporting materials.
Independently handles device provisioning and deployment for end-user hardware
following documented processes and checklists.
Diagnoses and resolves standard to moderately complex hardware-related issues for
end-user devices and peripherals.
Maintains a customer-focused approach, using effective communication and
de-escalation techniques to resolve issues professionally.
Participates in an on-call rotation to perform designated support duties, respond to
incidents, and resolve user issues.
Provides support and troubleshooting for printers and print-related issues.
Collaborates with other IT team members to support day-to-day operations and timely
resolution of issues.
Develops and maintains basic documentation and knowledge base articles related to
common issues and resolutions.
Documents support activities, solutions, and procedures clearly to support knowledge
sharing and continuous improvement.
Additional Skills & Qualifications

Education and Experience Requirements:

This position requires a high school diploma or equivalent. An associate or bachelor's degree in
Information Technology, Computer Science, or a related field is preferred, or equivalent
professional experience. This role typically requires 2 - 4 years of experience in an IT support or
service desk environment. Relevant industry certifications are preferred but not required.
Knowledge, Skills, and Abilities:
Customer-focused professional with the ability to interact in an approachable, empathetic,
and respectful manner while building positive relationships with end users.
Demonstrated reliability and accountability, including the ability to independently
manage assigned work, follow documented processes, and meet established service level
expectations.
Strong working knowledge of core IT concepts, including hardware, software, operating
systems, peripheral devices, and standard business applications.
Ability to provide independent first-level and initial second-level technical support,
troubleshooting and resolving end-user issues in a timely, analytical, and
solution-oriented manner, and recognizing when escalation is required.
Demonstrated foundational understanding or ITIL-based service management concepts.

Experience with Service Now ticketing system and workflows, including incident
logging, impact and urgency assessment, prioritization, escalation, and accurate
documentation.
Working knowledge of user account support, including password resets, account
lockouts, and multi-factor authentication.
Ability to install, configure, and support end-user devices, printers, and approved
applications in accordance with organizational standards.
Strong attention to detail with the ability to document troubleshooting steps, resolutions,
procedures, and solutions clearly and accurately.
Effective written and verbal communication skills, with the ability to explain technical
information clearly to non-technical users a
Experience Level
Intermediate Level
Job Type & Location
This is a Contract to Hire position based out of Redmond, OR.
Pay and Benefits
The pay range for this position is $23.00 - $28.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Redmond,OR.
Final date to receive applications
This position is anticipated to close on Aug 28, 2026.

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