Desktop Support Technician II
Description
The Desktop Support Technician II handles incoming IT support tickets and performs basic IT tasks such as desktop/laptop set ups and builds.
Here's what you can expect from the job and what you need to be successful:
Job Duties
- Resolve Tier 1 and 2 technology issues received via IT ticketing system, and resolves or forwards to a designated IT team member
- Handle escalation requests in a timely manner
- Format, install, set up, image and maintain desktop and laptop computers based on end user specifications
- Follow technical documentation and identify gaps, making recommendations for process improvement
- Train and mentor less experienced Desktop Support Technicians or temporary employees/new hires
- Pack and process e-waste in accordance with department procedures and policies
- Maintain current knowledge of computer technology and make recommendations on new types
- of equipment and operational methods based on business needs
- Participates in IT projects and initiatives as assigned
- Troubleshoot and support the client side of our VDI environment
- Maintain and adhere to our asset management policies and procedures
Essential Skills
- Minimum 3 years’ experience in an IT support or helpdesk role , with a mid-to-large size organization (1000+ users), preferably in the financial services industry
- Familiarity with ITIL processes
- Excellent customer service
- Experience using an enterprise ticketing system
- Experience supporting clients in a VDI environment
- Proficiency with troubleshooting computer hardware and software
- Proficiency with physical install and break down of workstations and workspaces
- Ability to communicate technical information, both verbal and written, to a wide range of end-users
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Strong analytical and decision-making skills with attention to detail
- Working knowledge of Microsoft Active Directory and VDI environments
- Working knowledge of Microsoft, Apple, iOS and Android Operating Systems
- Intermediate knowledge of Microsoft Office Suite
- Minimum Education: High School Diploma
- Certification/License: Microsoft certifications are preferred
Location: Hillsboro, OR 97124 | Fulltime Onsite
Target Compensation in Hillsboro, OR: $34 - $39 hourly + annual bonus
Benefits options include:
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Paid Time Off (PTO): You'll accrue up to 15 vacation days in your first year. In addition, you'll receive 40-hours of sick time, and three personal days, which will refresh annually
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
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First Tech is not currently offering Visa transfer/ sponsorship for this position
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