Location: 5055 N Greeley Avenue, Portland, OR 97217 (Onsite)
Hire Type: Permanent / Full Time
Required Skills:
Minimum 10 years of experience in IT Industry
Strong hands on experience needed on end user support for Windows PC and Mac related issues
Should be aware of HAM process and ITIL processes
Should know about retail setup and support
Able to support application related issues
Ability to assign and work on incident tickets through ServiceNow
Ability to support meeting rooms including the TV's, Polycom and other Audio/Video conferencing hardware
Ability to support new user onboarding and preparing necessary IT equipment's
Ability to follow technical guides for retiring and wiping old devices (Work alongside asset manager)
Ability to follow technical guides for imaging and configuring new PCs
Ability to work through Resolving end users issues related to hardware and software
Well versed in note taking and gathering information on issues for ticket in ServiceNow
Proactive mindset and eagerness to learn with enthusiasm for helping others
Willing to get additional training from team members or attend available trainings
Ability to fix issues and support all flavors of client operating systems including windows and Mac Ability to support iOS and other handheld devices
Knowledge of support for Microsoft Office Suite - Office 365 online and Desktop application
Knowledge on various hardware platforms to troubleshoot and break fix hardware issues (particularly dell and Mac PC's)
Working technical knowledge of many technology services to address down issues, deploy new and loaner laptops, answer questions about cabling, televisions, projectors, phones, peripherals (e.g. keyboards or mice), Mac and PC or escalation to the appropriated teams
Well Versed in orientation for New user onboarding
Skilled to prepare monthly reports
Able to work on financial aspects of the operational cost
Monthly reporting and driving MSRs and customer meetings
Doing Monthly/Quarterly/Yearly Performance Reviews
Working on top caller identification and Proactive Problem Management
Should be flexible for travel to other locations (20%) overall
Excellent Communication & Presentation Skills
Excellent working on Excel and PPTs
Able to lead a team of 20-30 resources at multiple locations
Excellent in Stakeholder management
Able to drive Career Path progression and Planning for the team members
Should support Optimization (Cost)
Should have vision to bring in Service Improvements
Flexible to support during off business hours due to unwarranted situations or some priority topics
Should know how to drive Quality Parameters
Able to drive compliance parameters
Support internal/external audits for this setup
Able to create documentation/KBs as per requirements.
Job Conditions:
Language Proficiency: Excellent in English (Written and Verbal)
Job requires hours that may occasionally exceed 8 hours per day or 40 hours per week and includes some non-traditional work hours especially during times of peak activity
Have the ability and desire to travel up to 30% of the time
Need to work from client location 5 days a week.
-Praveen Shah
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