Technical Support Specialist (Portland)

This is an onsite role providing technical support for the Department of Energy based out of Portland, OR! See more details below :

General Summary

Provides remote Tier 1 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone for a wide variety of hardware, software and site-specific applications in an enterprise environment.

Job Responsibilities

• Provide front line support for IT systems and software, fielding telephone calls, voicemails, emails, and portal requests.
• Attempt incident resolution using industry knowledge and provided Knowledge Articles. Solve technical issues or escalate in a professional and timely manner, bringing in other subject matter experts as required.
• Enter IT incident descriptions and troubleshoot the issue sufficiently to appropriately refer the incident to the correct IT support group.
• Track issues using an ITSM ticketing system. Keep meticulous notes.
• Troubleshoot and repair Desktop / Laptop and thin client hardware.
• Support peripheral devices (Printers, Smartphones, Scanners etc.).
• Using BPA and industry standards, follow complex procedures, updating procedures as necessary.
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Follow the defined process to document and escalate incidents with tracking software and database.
• Seek opportunities to improve knowledge, skills and performance and be receptive to constructive criticism.
• Assist in mentoring junior team members and accept mentoring from senior team members.
• Other supporting duties as directed.

Minimum Qualifications

Other Job Specific Skills