Job Title: IT Service Desk Support Tech

Overview
Bonneville Power Administration (BPA) is a federal agency headquartered in Portland, OR, that markets wholesale electricity and transmission to the Pacific Northwest's public and private utilities as well as to some large industries. BPA provides about half the electricity used in the Northwest and operates over three-fourths of the region's high-voltage transmission. BPA's service territory covers all of Washington, Oregon and Idaho, and western Montana, as well as small contiguous portions of California, Nevada, Utah, Wyoming, and eastern Montana. BPA's wholesale customers include public utilities, public utility districts, municipal districts, public cooperatives, some investor-owned utilities, and a few large industries such as aluminum companies. BPA has contracted with EIS to transform their IT services to improve value to the business, provide a more efficient operation, and a better customer service experience for our clients at a reasonable cost.

Responsibilities
The IT Service Desk Support Tech will provide Tier 1 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise environment.
Provide front line support for IT systems and software, fielding telephone calls, voicemails and emails from BPA employees Resolve or refer IT issues; Solve technical issues in a professional manner or escalate in a timely manner, 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. Manage hardware assets and track via asset management applications. Track issues using an ITSM ticketing system. Troubleshoot and repair Desktop/Laptop and thin client hardware. Support peripheral devices (Printers, Smartphones, Scanners etc.). Using BPA and industry standards, follow complex procedures, updating procedures as necessary. Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients. Run various diagnostic programs for troubleshooting or monitoring purposes.

Qualifications
1-3+ years IT experience in an IT Service Desk Tier 1 Enterprise position. Possess a working knowledge and progressive experience in a Microsoft computer support Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment Familiar with supporting smartphones and other mobile devices Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction Strong interpersonal communication skills both written and verbal US Citizen able to pass a government background check. Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.EIS is an Equal Opportunity Employer/M/F/V/Disabled.