Information Technology Service Desk

IT Service Desk Technician (Contract – Potential to Hire)

Portland, OR (4 days onsite)

Overview:

We’re seeking an experienced and customer-focused IT Service Desk Technician to join our growing Service Desk team on a contract basis. This is an immediate opening with the potential for a permanent role based on performance and team fit. You’ll be the first line of support for a diverse user base, providing assistance across a wide range of technical issues and ensuring timely, high-quality service delivery.

Key Responsibilities:

• Triage incoming tickets submitted via Jira, phone, voicemail, email, and in-person walk-ups
• Provide Tier 1 support for hardware, software, network, and user account issues; escalate to Tier 2/3 teams as appropriate
• Deliver outstanding customer service, adapting communication to match user comfort and technical understanding
• Support routine tasks such as password resets, multi-factor authentication (MFA), and account permission management
• Distribute and track consumable hardware (e.g., mice, keyboards, headsets)
• Follow established SOPs and ticket handling procedures to minimize reopened incidents
• Identify recurring issues and support continuous improvement initiatives within the Service Desk and broader IT team
• Contribute to the creation and maintenance of documentation to support internal processes and end users
• Build and maintain effective relationships with teams and individuals who frequently interact with IT

Qualifications:

• Experience providing Tier 1 IT support in a help desk or service desk environment
• Proficiency with Microsoft technologies including Windows OS, Office 365, and Active Directory
• Familiarity with Jira Service Management or similar ITSM tools
• Strong troubleshooting skills across hardware, software, and access issues
• Excellent interpersonal and communication skills, with a focus on empathy and clarity
• Ability to identify patterns in support requests and contribute to process improvements
• Comfort supporting a broad range of users, including non-technical field staff

Preferred:

• Experience with M365 migration and support
• Exposure to both off-the-shelf and custom-built applications
• Familiarity with IT service management practices in a growing or maturing organization

Additional Info:

The Service Desk supports approximately 3,500 users, many of whom are field-based staff who require clear, accessible, and proactive IT support. Our team handles a variety of walk-up requests and is focused on developing a mature, service-oriented environment. This role requires on-site presence several days a week to support direct customer interaction and immediate troubleshooting.

IT Service Desk Technician (Contract – Potential to Hire)

Portland, OR (4 days onsite)

Overview:

We’re seeking an experienced and customer-focused IT Service Desk Technician to join our growing Service Desk team on a contract basis. This is an immediate opening with the potential for a permanent role based on performance and team fit. You’ll be the first line of support for a diverse user base, providing assistance across a wide range of technical issues and ensuring timely, high-quality service delivery.

Key Responsibilities:

• Triage incoming tickets submitted via Jira, phone, voicemail, email, and in-person walk-ups
• Provide Tier 1 support for hardware, software, network, and user account issues; escalate to Tier 2/3 teams as appropriate
• Deliver outstanding customer service, adapting communication to match user comfort and technical understanding
• Support routine tasks such as password resets, multi-factor authentication (MFA), and account permission management
• Distribute and track consumable hardware (e.g., mice, keyboards, headsets)
• Follow established SOPs and ticket handling procedures to minimize reopened incidents
• Identify recurring issues and support continuous improvement initiatives within the Service Desk and broader IT team
• Contribute to the creation and maintenance of documentation to support internal processes and end users
• Build and maintain effective relationships with teams and individuals who frequently interact with IT

Qualifications:

• Experience providing Tier 1 IT support in a help desk or service desk environment
• Proficiency with Microsoft technologies including Windows OS, Office 365, and Active Directory
• Familiarity with Jira Service Management or similar ITSM tools
• Strong troubleshooting skills across hardware, software, and access issues
• Excellent interpersonal and communication skills, with a focus on empathy and clarity
• Ability to identify patterns in support requests and contribute to process improvements
• Comfort supporting a broad range of users, including non-technical field staff

Preferred:

• Experience with M365 migration and support
• Exposure to both off-the-shelf and custom-built applications
• Familiarity with IT service management practices in a growing or maturing organization

Additional Info:

The Service Desk supports approximately 3,500 users, many of whom are field-based staff who require clear, accessible, and proactive IT support. Our team handles a variety of walk-up requests and is focused on developing a mature, service-oriented environment. This role requires on-site presence several days a week to support direct customer interaction and immediate troubleshooting.