IT Desktop Project Technician

Accenture - Portland, OR

Full-time

Portland, OR

Professional, Scientific, and Technical Services

About the position

The Desktop Support Technician will provide essential support for Windows 10 and 11 systems as part of Bonneville's Desktop Refresh Project, which involves replacing approximately 2000 laptops and desktops. The role includes troubleshooting and technical assistance for both hardware and software issues, as well as support for mobile devices related to Microsoft InTune and iPhone upgrades. This position requires effective communication with end users and the ability to manage IT issues in a professional manner.

Responsibilities

• Provide general Windows 10 and 11 support and troubleshooting to end users.
• Support the Desktop Refresh project by providing hands-on hardware/software support and troubleshooting.
• Provide technical assistance over the phone or in person for a variety of hardware, software, and site-specific applications.
• Support the project to upgrade to Microsoft InTune and iPhone devices.
• Resolve or refer IT issues, solving technical issues professionally or escalating as needed.
• Enter IT problem descriptions into the ticketing system and troubleshoot issues to refer them to the correct IT support group.
• Manage hardware assets and track them via asset management applications.
• Troubleshoot and repair Desktop/Laptop, thin client, printer, and mobile device hardware.
• Troubleshoot peripheral devices such as printers, smartphones, and scanners.
• Run various diagnostic programs for troubleshooting or monitoring purposes.

Requirements

• Associate's degree or technical or trade school training preferred.
• 3-5 years of technical support experience.
• Strong knowledge of software and hardware troubleshooting methodologies.
• Experience with Microsoft SharePoint 2010 and 2016.
• Intermediate Microsoft Office skills: Word, Excel, PowerPoint, etc.
• Ability to adhere to formatting and QA standards for documentation.
• Ability to work effectively on a team and independently with minimal supervision.
• Strong interpersonal communication skills, both written and oral.
• Ability to lift 50lbs without assistance.
• Experience and understanding of Windows environment support models.

Nice-to-haves

• Ability to travel between work locations in the Portland/Vancouver metro area.
• Self-motivated and driven to provide excellent customer service.
• Ability to perform under pressure and effectively manage and prioritize a backlog of tickets based on ITIL and ITSM best practices.
• A desire to learn and collaborate with a diverse technical team.