Desktop Technical Customer Support
ACS Professional Staffing

• Location: Portland, Oregon
• Type: Contract
• Job #7784

Overview:
ACS Professional Staffing is looking for an employee to work on-site with our client. This Desktop Technical Customer Support position will assist Client Support staff with advanced technical issues, coordinate with IT management, and provide frontline IT support. This role will handle client communications, resolve or refer issues, and use a central system for tracking and diagnostics. This full-time position is located in Portland, OR.

Responsibilities:

• Field telephone calls, voicemails, and emails from clients or other IT technicians.
  • Resolve or refer IT issues, tracks issues using a central incident management system.
  • Assist the service desk with the resolution process, 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.
• Create and build client facing content in the self-service application (asset portal).
• Perform asset request fulfillment as required by following ASL guidance and verify license availability as well as compliance.
• Track hardware assets using an asset management tracking tool (Sunflower) and established internal processes.
  • Identify end of life assets and replace.
  • Identify record errors in the asset tracking tool.
  • Identify non-approved (new or blacklisted) asset requests and seek guidance from the hardware team or manager, alert same of any issues.
  • Assist in the placement of tracking identification numbers (tags) and asset record creation within the asset tracking tool (Sunflower).
• Adhere to all existing processes, best practices, procedures, and work instructions. All documents created by the contractor for use within the company must be reviewed and approved by the supervisor.
• Communicate technical, process, or licensing info to IT staff members as needed.
• Diagnose IT client operating system, server system, or and product issue(s) and provide resolution when possible.
• Use standards and industry best practices to follow complex procedures and explain technical solutions to a wide range of clients.
• Update and maintain the inventory tracking tool:
  • Work with other IT support groups to ensure accuracy of data.
  • Track progress of new hardware through the hardware evaluation process.
  • Recommend updates or changes to existing processes based on performance, feedback from clients, and possible efficiency gains.
  • Provide guidance to clients and other IT staff regarding the Hardware request and evaluation processes.
• Organize work with a focus on client satisfaction and follow through.

Requirements:

• A bachelor's degree in computer or information technology or directly related field is preferred.
  • 5 years of experience is required with an applicable bachelor's degree.
  • 9 years of experience is required without a degree or applicable degree.
• Experience should be in the computer/information technology or directly related field.
• 2 years of experience using software key codes to perform installations.
• 2 years of experience with software licensing concepts and practices.
• 2 years of skill in applying:
  • Microsoft Windows 11 OS and Microsoft O365.
  • Desktop/laptop hardware, configuration, and troubleshooting.
  • Desktop asset deployment and configuration.
• Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technology (IT).
• Certification in software licensing (CSAM).
• Valid U.S. Driver's License is required.

Work sponsorship is not available at this time. Third-party candidates will not be considered for this position.

Because we are a federal government contractor, we have special restrictions placed on us for hiring foreign nationals into certain key positions within the company. This particular position requires U.S. citizenship.

ACS Professional Staffing will provide equal employment opportunities to all applicants without regard to the applicant's race, color, religion, sex, gender, genetic information, national origin, age, veteran status, disability status, or any other status protected by federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.

If you have any questions about the job posting, please contact recruiting@acsprostaffing.com

If you have any questions about our Reasonable Accommodation Policy, please feel free to email hr@acsprostaffing.com

This job has expired.