IT Desktop Project Technician

Job Details

Job Description

The Desktop Support technician will provide general Windows 10 and 11 support and troubleshooting to end users for Bonneville's Desktop Refresh Project. Roughly 2000 laptops/desktops to replace. The Desktop Support tech may also provide general mobile device support for Bonneville's InTune and iPhone upgrade projects.

• 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.
• Support the project to upgrade to Microsoft InTune and iPhone devices, providing hands on hardware/software support for mobile devices.
• Support the Desktop Refresh project, providing hands on hardware/software support and troubleshooting.
• 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.

Minimum Qualifications

• US Citizen with an Associate's degree or technical or trade school training preferred.
• 3-5 years of technical support experience

Other Job Specific Skills

• Ability to travel between work locations in the Portland/Vancouver metro area. Also able to work remotely (GFE provided where needed) and on site.
• 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.
• 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.
• 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 a diverse technical team.

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