Tier 2 Technical Support

TEKsystems • Wilsonville, OR • 15h ago

Description

o Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices

o Ensure that all issues and requests are documented accurately in the IT ticketing system

o Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue

o Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests

o Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support

o Research technical solutions in department-specific applications

o Follow up with end users, provide feedback, and see issues and requests through to resolution

o Support multiple Twist locations and must be versed in providing remote support

o Participate in a rotation to provide after-hours/weekend on-call coverage

o Adhere to service-level agreements

o Assist with Major Incidents as required, including sending employee communications

o Manage simple projects or participate complex in projects

o Assist with the procurement and lifecycle management of physical assets and software licenses

o Document procedures and develop end-user instructions

o Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.

o Some travel may be required

Site Support (For In-Office Staff)

o Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards

o Support for laboratory, Shipping and other on-premise hardware

o Support for network hardware and local printers

o Must be able to lift and carry 25 lbs

Software and Application Support

o Google Suite

o MS Office

o Other workstation applications

o Collaboration Tools

Identity and Access Management

o Provision, modify and revoke account access and licenses as required

o Seek and document approvals as necessary

o Assist with gathering evidence for auditors in support of compliance efforts

o Conduct internal checks to ensure compliance with standards and processes

On/Off-Boarding

o Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.

o Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels

Qualifications

o 9-15 years of hands on IT Helpdesk & Desktop experience required

o Be able to communicate effectively in both verbal and written communications

o Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community

o High energy and ability to work independently in a very fast growth environment

o Comfortable wearing Personal Protective Equipment when required to support systems located in labs

o Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office

o Ability to effectively and efficiently troubleshoot hardware and software issues

o Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)

o Excellent customer service skills

o Experience supporting mobile devices in a corporate setting

o Previous experience with a mid-sized (3000) person international company

o Self-sufficient, self-managed, self-motivated, must be effective working independently

o Ability to work within a team of technicians and support analysts

o Familiarity with IT Service Management and ITIL concepts and processes

o Must have good people skills, working directly with end users both in person and on the phone and zoom

o HDI Support Center Analyst or Desktop Support Technician certifications a plus

o ITIL Foundation Certification a plus

Pay and Benefits

The pay range for this position is $30.00 - $35.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision- Critical Illness, Accident, and Hospital- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available- Life Insurance (Voluntary Life & AD&D for the employee and dependents)- Short and long-term disability- Health Spending Account (HSA)- Transportation benefits- Employee Assistance Program- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Wilsonville,OR.

Application Deadline

This position is anticipated to close on Apr 30, 2025.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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