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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