Job Title: IT Desktop Support Technician

Overview
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. With the help of Enterprise Information Services Inc. (EIS) BPA has transformed their IT services to improve value to the business, provide a more efficient operation, and a better customer service experience for their clients at a reasonable cost.

Responsibilities
IT Desktop Support Tech will provide day-to-day desktop and desk-side support to the BPA user base. This includes accepting ticket escalations from the Help Desk call center, and coordinate with other parts of the BPA organization, to facilitate a smooth and friendly IT experience for the BPA users. IT Help Desk Support Tech shall field, resolve and report on all calls or emails within its purview for support 0600-1830 ensuring each customer receives the same excellent professional treatment and experience.
Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment. 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 a central incident management application. Interpret IT client Operating System or server system and product issues and provide resolution when possible. Install and configure Windows 7/10, Office 2010 and 2016, and various office automation applications. Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware. Support peripheral devices (Printers, Smartphones, Scanners etc.). Using BPA and industry standards, follow complex procedures, updating procedures as necessary. Participate in continual updates to the team's IT documentation system. 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
US Citizen able to pass a government background check. The BPA background check takes several weeks. Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required. 3+ years IT experience in an IT Service Desk, Tier 2. Strong desktop troubleshooting experience and skills in a Microsoft Windows environment. Strong knowledge of software troubleshooting methodologies. Experience with Windows Deployment Services, SCCM, Dameware, and BitLocker a plus. Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment. Familiar with supporting wireless communication devices such as Smartphones, Wireless hotspots, and cell phones. Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service. Ability to perform under pressure, and effectively manage and prioritize a backlog of tickets based on ITIL and ITSM best practices. Strong interpersonal communication skills both written and oral. Ability to life 50 lbs. Ability to travel between work locations in the Portland/Vancouver metro area. The work day is an 8-hour shift with start times of 6-9:30am to ending time of 3:30-6:00pm Monday-Friday. Wages are $24.00 plus $ 4.13 Health and Welfare fringe benefit dollars to put toward BenefitsEIS is an Equal Opportunity Employer/M/F/V/Disabled.