The Technical Support Analyst is responsible for providing technical assistance and support to computer systems, hardware, and software. The Technical Support Analyst will be hands-on, interacting directly with the end user in meeting requests, resolving problems, installing hardware and software solutions and offering general internal helpdesk support across all locations to all levels throughout the organization during regular business hours and after hours as needed.  The Technical Support Analyst may provide supervision and support to Technical Support Technicians.

Location: This position is based out of LifeWorks NW's Sylvan site.

Pay/Benefits: $33.59-$43.47 per hour plus Full benefits.

Salary Placement Notice:
The posted salary range reflects the compensation potential for this role. Most candidates will be placed between the entry level and midpoint of the range, depending on their experience and qualifications. However, more seasoned professionals with extensive exact or similar experience may be considered for placement toward the higher end of the range. Final salary offers are made in alignment with internal compensation processes in accordance with Oregon Pay Equity laws.

Essential Responsibilities: 

• Assists end users in resolving a wide variety of hardware and software issues, requests, complaints, and inquires by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
• Monitor, manage, resolve or refer IT ticket queue, triage, resolve issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required
• Builds/images, installs, tests, monitors, upgrades, troubleshoots and repairs computers, mobile devices, networks and peripherals.
• Work with Network/System Administrators to ensure optimal operations of all systems
• Works with and may act as a liaison with external technology vendors
• Manages user account information, including rights, security and systems groups.
• Manage and/or perform backup, recovery, and other security measures as required
• Documents, tracks and monitors the problem to facilitate a timely resolution using a central IT ticket management application
• Writes or contributes to knowledge base articles for user self-service or other IT instruction
• Manage hardware assets and track via asset management applications.
• Participate in continual updates to the team's IT documentation and training system by recommending changes or updates in programming, documentation, and training to address system deficiencies and user needs
• Understand the IT working environment sufficiently to explain technical issues and concepts to a disparate range of technical and non-technical clients; effectively communicates both orally and written with customers, team members, and organization.  May be required to train individuals or groups, as needed.
• Exhibits an excellent attention to detail and multi-tasking ability with the capability of working independently
• May provide supervision to other technical support staff;  Participates in regular individual and team meetings with manager;  Attends informational meetings which may include all staff and team meetings, consultation with other staff and required trainings.

Qualifications:  

• Bachelors degree or 3-5 years' experience in Technical/Computer/Help Desk support
• An A , MCSE, or other Microsoft or Networking certification(s) a plus
• Desktop troubleshooting experience and skills in a Microsoft Windows environment.
• Knowledge of hardware and software troubleshooting and/or repair of standard set of peripherals in an enterprise environment
• Prefer experience with Windows Deployment Services, Active Directory, and/or BitLocker a plus.
• Preferred knowledge and/or experience working within the Microsoft Office 365, Microsoft Azure and other Cloud service environment.
• Familiarity with supporting wireless communication devices such as Smartphones, Wireless hotspots, and cell phones a plus
• Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service.
• Demonstrates critical thinking and analytical capability; Ability to learn new technologies quickly
• Demonstrates effective communication skills (both written and oral) and maintains a cooperative working relationship with others in a culturally diverse environment.  Team Player.
• Demonstrates punctuality, accountability, and patience
• Ability to perform under pressure, be flexible, and effectively manage and prioritize a backlog of tickets
• Ability to lift 50 lbs.
• Ability to travel between work locations in the Portland metro area.
• Ability to work evenings and/or weekends.
• Requires valid driver's license, proof of current automobile insurance coverage, verification of safe driving record from DMV, and ability to meet LWNW driving requirements.

Equal Opportunity Employer

www.lifeworksnw.org

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