Enterprise Information Services, Inc.

  • IT Help Desk Support Tech

    Job Location US-OR-Portland
    ID
    2019-3793
    # of Openings
    2
    Targeted Job Start Date
    2/1/2019
  • Overview

    Bonneville Power Administration (BPA) is a federal agency headquartered in Portland, OR, that markets wholesale electricity and transmission to the Pacific Northwest’s public and private utilities as well as to some large industries. BPA provides about half the electricity used in the Northwest and operates over three-fourths of the region’s high-voltage transmission.  BPA’s service territory covers all of Washington, Oregon and Idaho, and western Montana, as well as small contiguous portions of California, Nevada, Utah, Wyoming, and eastern Montana. BPA’s wholesale customers include public utilities, public utility districts, municipal districts, public cooperatives, some investor-owned utilities, and a few large industries such as aluminum companies. BPA is seeking to transform their IT services to improve value to the business, provide a more efficient operation, and a better customer service experience for our clients at a reasonable cost. Phase one will be to transform our IT Helpdesk and Desktop Support Services utilizing the ITSM framework that is ISO 20000 compliant.

    Responsibilities

    IT Help Desk Support Tech will perform tasks on networks, systems, applications and data on a daily basis to ensure systems and data are available to BPA as required and are not compromised. This includes but is not limited to operating and managing a Help Desk that serves as the central point of contact between IT users and IT service providers on a day-to-day basis. IT Help Desk Support Tech shall field, resolve and report on all calls or emails within its purview for support 0600-1830 ensuring each customer receives the same excellent professional treatment and experience. 

    • Provide 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.
    • Provide front line support for IT systems and software, fielding telephone calls, voicemails and emails from BPA IT clients.
    • Resolve or refer IT issues; Solve technical issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required.
    • Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group.
    • Manage hardware assets and track via asset management applications.
    • Track issues using a central incident management application.
    • Interpret IT client Operating System or server system and product issues and provide resolution when possible.
    • Install and configure Windows 7/10, Office, 2007,2010, 2013, 2016 and various office automation applications.
    • Troubleshoot and repair Desktop/Laptop and thin client hardware.
    • Support peripheral devices (Printers, Smartphones, Scanners etc.).
    • Using BPA and industry standards, follow complex procedures, updating procedures as necessary.
    • Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
    • Run various diagnostic programs for troubleshooting or monitoring purposes.

    Qualifications

    • The work day is an 8 hour shift with start times of 6-10am to ending time of 3:30-6:30pm Monday-Friday.  
    • Wages are $20.00 plus $ 4.13 Health and Welfare fringe benefit dollars to put toward Benefits.
    • US Citizen able to pass a government background check.  Note that this position will not start until January 2019.  However we are selecting the candidate now due to the lengthy government background process.
    • Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.
    • 1-3+ years IT experience in an IT Help Desk Tier 1 Enterprise Help Desk position.
    • Possess a working knowledge and progressive experience in a Microsoft computer support
    • Working knowledge and progressive experience in a Microsoft computer support environment with experience in a Microsoft customer service and support environment in a critical and fast paced IT environment.
    • Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
    • Familiar with supporting wireless communication devices such as pagers and cell phones.
    • Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
    • Strong interpersonal communication skills both written and verbal 

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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