Sr. Desktop Technical Customer Support (Onsite)

Sr. Desktop Technical Customer Support (Onsite)

Our client, a leading Pacific Northwest utility provider committed to public service and environmental preservation, is looking for a Sr. Desktop Technical Customer Support for their Wenatchee, Washington location. This position is located in the Field Support Services organization within the IT department. This position supports the current desktop computing environment and new projects that are relevant to Field IT services. This position also serves as the primary contact for the substations located within the district. The technical support position provides 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.

This onsite position is a one-year renewable contract that includes employee benefits! If this opportunity is well-aligned with your experience and goals, we would love to hear from you!

Key Responsibilities for a Sr. Desktop Technical Customer Support:

• Field telephone calls, voicemails and emails from IT clients.
• Troubleshoot calls/tickets assigned from the IT Service Desk and start the resolution process, bringing in other subject matter experts as required.
• Track issues using a central incident management application.
• Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
• Configure Microsoft Office applications and resolve usability issues. Includes troubleshooting Microsoft Outlook clients connecting to multiple Microsoft Exchange Servers and network file shares/printers. Resolve end-user functionality questions with Outlook, Word, Excel, Visio, and PowerPoint.
• Troubleshoot and resolve hardware system level problems as they occur, taking a proactive approach to resolve issues before they become major problems.
• Configure new desktops, software upgrades, and provide problem solving for hardware, operating systems and security permission issues. Troubleshoot desktop problems both locally and remotely in a multi-domain, secure Active Directory environment.
• Verify functionality of enterprise business applications such as the PeopleSoft suite by configuring OS settings and troubleshooting connectivity issues.
• Troubleshoot and repair Desktop/Laptop and thin client hardware.
• Run diagnostic programs for troubleshooting or monitoring purposes.
• With oversight and approval from the Manager, serve as escalation point of contact within the Field IT Support team for Desktop/Laptop and thin client hardware.
• Support and troubleshoot video-teleconferencing setup and resolve teleconferencing network issues.
• Support Citrix XenApp / Application virtualization, to include: troubleshooting client connectivity issues, troubleshooting client performance issues and troubleshooting client printing issues.
• Work remotely with subject matter experts (SME’s) to resolve complex desktop or network issues.
• Manage hardware assets and track via asset management application(s), verifying IT inventories are accurate.
• Support peripheral devices (Printers, Smartphones, Scanners, etc.).
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Using industry standards, follow complex procedures and explain technical solutions to a wide range of clients. Provide recommendations for procedure changes/improvements.
• Prioritize work with a focus on client satisfaction and follow through based on established standards and processes. May also serve as Field Craft Coordinator, the primary support/contact for IT issues within the Transmission Business Line. Provide input to verify changes to craft-specific hardware and software systems meet the technical requirements of the assigned Craft. This work may include collaborating with field subject matter experts (SMEs) to gather software / hardware requirements; liaising with the Craft Technical Lead and manager to develop recommendations for compliant software/hardware, equipment, peripherals, etc.; and documenting of the aforementioned.
• Recommend hardware, equipment, and materials that are at end of life for appropriate disposal via the Investment Recovery Center (IRC).
• Participate with team to develop, document, and draft build guides for equipment; revise and update as required.

Requirements/Qualifications for a Sr. Desktop Technical Customer Support:

• A Bachelor of Science degree in Computer/Information Technology or a directly-related field is preferred.
  • With an applicable Bachelor’s degree, 6 years of experience is required.
  • With an applicable Associate’s degree, 8 years of experience is required.
  • Without an applicable degree, 10 years of experience is required. 
• Experience should be in the Computer/Information Technology or directly related technical field.
• 6 years of experience with Microsoft Windows 7 and Windows 10.
• 6 years of experience with Desktop/laptop configuration and troubleshooting.
• 6 years of experience with local and network printer configuration and troubleshooting.
• 6 years of experience with Desktop security practices, including patching and updating the OS, security settings in the OS and in applications and anti-virus and anti-spy applications.

**We are unable to accommodate corp. to corp. candidates**

About Motus Recruiting and Staffing, Inc:
Founded in 2006, Motus is an award-winning recruiting and staffing firm in the Pacific Northwest, specializing in professional services and technology solutions. We are a group of people who not only recognize the importance of representation, but actively fight for diversity, equity, and inclusion in the recruitment process. Our goal is to educate organizations on the importance of DEI when hiring, promoting, and supporting diverse employees. We are calling organizations to demonstrate their commitment to DEI by being intentional about who they hire.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

ED/BH 13969
Job ID: 13969