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Job Field: Government Jobs
Location: PORTLAND, WA
Salary: $-
Job Type: Part Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">Desktop Technical Customer Support III <BR><BR><BR>Overview: <BR>The technical support position is responsible for providing 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. <BR><BR>Responsibilities: <BR><BR>•Field telephone calls, voicemails and emails from IT clients <BR>•Resolves or refers IT issues <BR>•Tracks issues using a central incident management application <BR>•Run diagnostic programs for troubleshooting or monitoring purposes <BR>•Installation and configuration of Windows XP, 7/Office 2003, 2007 and 2010 <BR>•Troubleshoot and repair Desktop/Laptop and thin client hardware <BR>•Support peripheral devices (Printers, Smartphones, Scanners etc.) <BR>•Documentation of and adherence to all existing processes, best practices, procedures, and work instructions <BR>•Solve technical issues in a professional manner or escalate in a timely manner <BR>•Prioritize work with a focus on client satisfaction and follow through <BR>•Communicate technical information to varying audiences <BR>•Support for remote executive client base <BR>•Acts as trainer for internal IT content hosted by the Serve Delivery Organization <BR>Requirements: <BR><BR>•10+ years of experience, Computer Technology or related field <BR>•Undergraduate College Degree – Computer Technology or related field <BR>•One or more of the following: A+, MCP, MCSE, MCDST is desirable <BR>•Experience/working knowledge of Terminal Services/Citrix is desirable <BR>•Experience providing technical training <BR>•Experience independently drafting and delivering professional communications <BR>Knowledge and Skill in Applying: <BR><BR>•Microsoft Windows XP and/or Windows 7 <BR>•Microsoft Office 2003/2007/2010 Suite including Word, Excel, Outlook, One Note, PowerPoint and Access <BR>•MS Communicator, Live Meeting, Sharepoint <BR>•Documentation and presentation of processes and procedures. <BR>•Desktop/laptop and/or server hardware, configuration and troubleshooting <BR>•Knowledge of printer troubleshooting <BR>•Excellent oral and written communication skills <BR>•Excellent documentation skills <BR>Sufficient to: <BR><BR>•Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required. <BR>•Interpret IT client Operating System or server system and product issues and provide resolution when possible. <BR>•Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group <BR>•Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients. <BR>•Follow complex procedures and explain technical solutions to a wide range of clients. <BR>•Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies. <BR><BR>Desired Skills: <BR><BR>•A+, MCP, MCSE, MCDST or other infrastructure relevant certifications <BR>•Experience/working knowledge of Terminal Services/Citrix <BR> <BR><BR>“Equal Opportunity/Affirmative Action Employer

KEY REQUIREMENTS:

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•A+, MCP, MCSE, MCDST or other infrastructure relevant certifications