IT Desktop Support (Tier 2)

What is the position

The Tier 2 Desktop Support technician will provide general Windows 10 and 11 support and troubleshooting during to end users Bonneville's Win 11 In-Place Upgrade Project.

Roughly 2000 Win 10 workstations will be upgraded to Win 11 using an automated, user-driven process. This position will support this process by providing in-person and remote assistance to users who are peforming the upgrade.

What will I get to do?

• Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.
• Resolve or refer IT issues; Solve technical issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required.
• Enter IT problem descriptions into ticketing system and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
• Manage hardware assets and track via asset management applications.
• Troubleshoot and repair Desktop / Laptop and thin client, printer, and mobile device hardware.
• Troubleshoot peripheral devices (Printers, Smartphones, Scanners etc.).
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Run various diagnostic programs for troubleshooting or monitoring purposes.
• What qualifications do I need?
• US Citizen able to pass a government background check. The BPA background check takes several weeks to process. Candidates cannot start work until these checks are completed.
• Ability to travel between work locations in the Portland / Vancouver metro area. Also able to work remotely (GFE provided where needed) and on site.
• 3+ years IT experience in an IT Service Desk, Tier 2 Enterprise Environment. Experience with technical writing and IT process documentation activities.
• Experience with Microsoft SharePoint 2010 and 2016
• Intermediate Microsoft Office skills : Word, Excel, PowerPoint, etc.
• Ability to adhere to formatting and QA standards for documentation
• Ability to track work progress and self-manage a backlog of work
• Strong knowledge of software and hardware troubleshooting methodologies.
• Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service.
• Ability to perform under pressure, and effectively manage and prioritize a backlog of tickets based on ITIL and ITSM best practices.
• Strong interpersonal communication skills both written and oral.
• Ability to lift 50lbs without assistance
• The workday is an 8-hour shift Monday-Friday.

What additional characteristics will help me thrive?

• Experience and understanding of Windows environment support models, and the ability to effectively prioritize a backlog of support tickets
• Strong communication and interpersonal skills. This is a customer-facing position.
• A desire to learn and collaborate with with a diverse technical team.
• Prior experience with supporting Government agencies.

What We Offer

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that :

Ensure optimal health and productivity of our employees

Support employee retention and attraction

Provide work / life balance to ensure our employees succeed inside and outside of the office

Compensation

$17.20 - $36.05