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Role: Help Desk Support Analyst
Location: 100% Onsite, Lake Oswego, OR
Duration: 3-6 Month Contract (Potential Extension and/or Conversion)
Hourly Pay Rate: $28-33/hr.
Position Overview
We are seeking an experienced IT Support Analyst to provide onsite technical support to end users in a large enterprise environment. This role is responsible for troubleshooting hardware, software, network connectivity, mobile device, and application issues while delivering exceptional customer service to both technical and non-technical users. The ideal candidate has a strong support background, excellent communication skills, and experience working within a structured service desk environment.
Key Responsibilities
- Provide phone, remote, and onsite support for end users across multiple locations.
- Troubleshoot and resolve issues involving desktops, laptops, tablets, smartphones, printers, and other endpoint devices.
- Support Wi-Fi, VPN, remote access, and connectivity-related issues.
- Utilize remote control tools and service desk platforms to diagnose and resolve technical problems.
- Manage incidents, requests, and escalations through the ticketing system while meeting service level expectations.
- Perform workstation deployments, computer imaging, software installations, and hardware replacements.
- Support enterprise business applications and collaborate with other IT teams to resolve complex issues.
- Create and maintain knowledge base documentation and process guides.
- Participate in continuous service improvement initiatives and maintain accurate documentation of support activities.
Required Qualifications
- 3-5 years of experience in an IT Support, Help Desk, or Service Desk role.
- Experience supporting desktops, laptops, tablets, smartphones, and end-user applications within a large enterprise environment.
- Strong customer service skills with the ability to communicate effectively with both technical and non-technical users.
- Experience using remote support tools and ticketing systems.
- Experience troubleshooting Wi-Fi, VPN, and network connectivity issues.
- Knowledge of computer imaging and endpoint deployment processes.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Excellent verbal and written communication skills.
Preferred Qualifications
- Experience with PowerShell, VBScript, or other scripting tools.
- Experience supporting Mobile Device Management (MDM) platforms, particularly Workspace ONE / AirWatch.
- Experience with Microsoft 365/O365 environments.
- Experience supporting enterprise applications such as SAP, Salesforce, Camstar, or Siemens MES.
- Familiarity with Voice over IP (VoIP) systems.
- Experience with endpoint security and encryption technologies, including BitLocker.
- Experience supporting conference room and collaboration technologies such as Polycom, Extron, and ClickShare.
- Familiarity with Jira, Confluence, knowledge management platforms, and task management systems.
- ITIL certification or experience working within ITIL-based service management environments.
- Experience supporting users in regulated industries such as healthcare, life sciences, manufacturing, or other compliance-driven environments.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
