L3 ServiceDesk/Desktop Support Engineer

About GSPANN:Headquartered in California, U.S.A., GSPANN is a leading provider of consulting and IT services to global clients. We specialize in helping clients transform their IT capabilities, optimize business practices, and drive operational efficiency across industries such as retail, high-technology, and manufacturing. With five global delivery centers and over 1,900 employees, we combine the personalized approach of a boutique consultancy with the extensive capabilities of a large IT services firm.Role: ServiceDesk/Desktop Support Engineer (Level 3)Location: Wilsonville, OR (Onsite)Duration: 12+ MonthsJD and Qualifications below:Service DeskTroubleshoot Mac and Windows hardware, operating systems and software, and mobile devicesEnsure that all issues and requests are documented accurately in the IT ticketing systemMonitor and triage incoming tickets in the IT Helpdesk Ticket QueueProvide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requestsMonitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer supportResearch technical solutions in department-specific applicationsFollow up with end users, provide feedback, and see issues and requests through to resolutionSupport multiple Twist locations and must be versed in providing remote supportParticipate in a rotation to provide after-hours/weekend on-call coverageAdhere to service-level agreementsAssist with Major Incidents as required, including sending employee communicationsParticipate in projectsAssist with the procurement and lifecycle management of physical assets and software licensesDocument procedures and develop end-user instructionsResponsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.Some travel may be requiredSite Support (For In-Office Staff)Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboardsSupport for laboratory, Shipping and other on-premise hardwareSupport for network hardware and local printersMust be able to lift and carry 25 lbsSoftware and Application SupportGoogle SuiteMS OfficeOther workstation applicationsCollaboration ToolsIdentity and Access ManagementProvision, modify and revoke account access and licenses as requiredSeek and document approvals as necessaryAssist with gathering evidence for auditors in support of compliance effortsConduct internal checks to ensure compliance with standards and processOn/Off-BoardingProcess new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levelsQualifications5-9 years of hands on IT Helpdesk & Desktop experience requiredBe able to communicate effectively in both verbal and written communicationsMust be confident in your technical abilities and be able to communicate effectively with a non-technical end user communityHigh energy and ability to work independently in a very fast growth environmentComfortable wearing Personal Protective Equipment when required to support systems located in labsExtensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS OfficeAbility to effectively and efficiently troubleshoot hardware and software issuesSolid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)Excellent customer service skillsExperience supporting mobile devices in a corporate settingPrevious experience with a mid-sized (2000) person international companySelf-sufficient, self-managed, self-motivated, must be effective working independentlyAbility to work within a team of technicians and support analystsFamiliarity with IT Service Management and ITIL concepts and processesMust have good people skills, working directly with end users both in person and on the phone and zoomHDI Support Center Analyst or Desktop Support Technician certifications a plusITIL Foundations Certificate a plusWorking at GSPANNGSPANN is a diverse, prosperous, and rewarding place to work. We provide competitive benefits, educational assistance, and career growth opportunities to our employees. Every employee is valued for their talent and contribution. Working with us will give you an opportunity to work globally with some of the best brands in the industry.The company does and will take affirmative action to employ and advance in the employment of individuals with disabilities and protected veterans and to treat qualified individuals without discrimination based on their physical or mental disability status. GSPANN is an equal opportunity employer for minorities/females/veterans/disabled.