Technical Support Analyst #1571

At LifeWorks NW, our work strengthens the health and wellbeing of individuals and families at every stage of life. Our mission is to promote a healthy community through high-quality, culturally responsive mental health, addiction, and prevention services that create real, lasting change. Guided by our values of recovery and resilience, relationships, and results, we partner closely with clients and communities to reduce stigma and build pathways to stability and hope. If you want your work to make a meaningful difference beyond the walls of an office, we invite you to join us.The Technical Support Analyst is responsible for providing technical assistance and support to computer systems, hardware, and software. The Technical Support Analyst will be hands-on, interacting directly with the end user in meeting requests, resolving problems, installing hardware and software solutions and offering general internal helpdesk support across all locations to all levels throughout the organization during regular business hours and after hours as needed. The Technical Support Analyst may provide supervision and support to Technical Support Technicians.Location: This position is based out of LifeWorks NW's Sylvan site.Pay/Benefits: $33.59-$43.47 per hour plus Full benefits.Salary Placement NoticeThe posted salary range reflects the compensation potential for this role. Most candidates will be placed between the entry level and midpoint of the range, depending on their experience and qualifications. However, more seasoned professionals with extensive exact or similar experience may be considered for placement toward the higher end of the range. Final salary offers are made in alignment with internal compensation processes in accordance with Oregon Pay Equity laws.Essential ResponsibilitiesAssists end users in resolving a wide variety of hardware and software issues, requests, complaints, and inquires by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.Monitor, manage, resolve or refer IT ticket queue, triage, resolve issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as requiredBuilds/images, installs, tests, monitors, upgrades, troubleshoots and repairs computers, mobile devices, networks and peripherals.Work with Network/System Administrators to ensure optimal operations of all systemsWorks with and may act as a liaison with external technology vendorsManages user account information, including rights, security and systems groups.Manage and/or perform backup, recovery, and other security measures as requiredDocuments, tracks and monitors the problem to facilitate a timely resolution using a central IT ticket management applicationWrites or contributes to knowledge base articles for user self-service or other IT instructionManage hardware assets and track via asset management applications.Participate in continual updates to the team's IT documentation and training system by recommending changes or updates in programming, documentation, and training to address system deficiencies and user needsUnderstand the IT working environment sufficiently to explain technical issues and concepts to a disparate range of technical and non-technical clients; effectively communicates both orally and written with customers, team members, and organization. May be required to train individuals or groups, as needed.Exhibits an excellent attention to detail and multi-tasking ability with the capability of working independentlyMay provide supervision to other technical support staff; Participates in regular individual and team meetings with manager; Attends informational meetings which may include all staff and team meetings, consultation with other staff and required trainings.QualificationsBachelors degree or 3-5 years' experience in Technical/Computer/Help Desk supportAn A , MCSE, or other Microsoft or Networking certification(s) a plusDesktop troubleshooting experience and skills in a Microsoft Windows environment.Knowledge of hardware and software troubleshooting and/or repair of standard set of peripherals in an enterprise environmentPrefer experience with Windows Deployment Services, Active Directory, and/or BitLocker a plus.Preferred knowledge and/or experience working within the Microsoft Office 365, Microsoft Azure and other Cloud service environment.Familiarity with supporting wireless communication devices such as Smartphones, Wireless hotspots, and cell phones a plusAbility to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service.Demonstrates critical thinking and analytical capability; Ability to learn new technologies quicklyDemonstrates effective communication skills (both written and oral) and maintains a cooperative working relationship with others in a culturally diverse environment. Team Player.Demonstrates punctuality, accountability, and patienceAbility to perform under pressure, be flexible, and effectively manage and prioritize a backlog of ticketsAbility to lift 50 lbs.Ability to travel between work locations in the Portland metro area.Ability to work evenings and/or weekends.Requires valid driver's license, proof of current automobile insurance coverage, verification of safe driving record from DMV, and ability to meet LWNW driving requirements.Equal Opportunity Employerwww.lifeworksnw.orgDrug Free/Tobacco Free Site 01/09