Computer Support Specialist II

Dunhill Government Solutions is hiring a Computer Support Specialist II to provide on-site Tier 2 technical end-user support to an enterprise of roughly 4,500 users in a Microsoft Windows environment for a federal energy program in the Portland, OR metro area. Working on a team of Service Desk technicians, you will resolve and escalate user incidents and requests, troubleshoot and resolve Windows issues, and provide technical assistance by phone or in person across a wide range of hardware, software and site-specific applications, while following government policies and procedures. This is an on-site role (no telework) with travel between three sites in the Portland metro area.

Responsibilities:

• Resolve or refer IT issues professionally, escalating in a timely manner and bringing in other subject matter experts as required
• Enter IT problem descriptions into the ticketing system and troubleshoot sufficiently to route the problem to the correct IT support group
• Manage hardware assets and track them in asset management applications
• Troubleshoot and repair desktops, laptops, thin clients, printers and mobile devices, plus peripherals (printers, smartphones, scanners)
• Run diagnostic programs for troubleshooting and monitoring; apply diagnostic techniques to identify problems, investigate causes and recommend solutions with minimal supervision
• Respond to phone, email and in-person requests for technical support on a variety of moderately complex issues
• Set up equipment for employee use, ensuring proper installation of cables, operating systems and software
• Refer major hardware or software problems or defective products to vendors, technicians or the next tier for service
• Explain technical issues clearly to technical and non-technical users
• Collaborate with team members to resolve IT issues and implement process improvements; help develop training materials and procedures and train users on hardware and software
• Travel lightly between sites and support offsite locations in the Portland metro area

Required qualifications:

• 3-5+ years of IT experience in an enterprise IT Service Desk Tier 1 position
• Working knowledge of, and progressive experience in, Microsoft computer support
• Experience in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
• Familiarity with supporting smartphones and other mobile devices
• The highest standards of customer support and customer satisfaction
• Strong written, verbal and listening communication skills; able to grasp technical issues and work with clients
• Working knowledge of personal computers, peripherals and the assigned hardware and software products
• Able to work on site in the Portland, OR metro area and travel between three local sites

Preferred: Bachelor of Science in Computer/Information Technology or a directly related field (preferred, not required).

Location: On site (no telework) in Portland, OR, with travel between three sites in the Portland metro area.

Schedule: Full-time, 40 hours/week, day shift.

US Citizenship and the ability to pass a federal background investigation in order to be granted access to sensitive information.

Compensation: $24.00 - $30.00 per hour

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