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Location

Oregon City, OR | United States

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Job description

J8212


The IT Service Desk Technician will be responsible for supporting the functions of the SOLV IT Service Desk while providing excellent customer service to all service desk users. Effectively supports the day-to-day needs of our organization, employees, and company leaders. This position will be based in Bend, OR.

Position Responsibilities and Duties:

• Provide excellent customer service and technical support through voice, Teams chat, email, and ticketing system.
• Support end users by troubleshooting, recreating user errors and tracking incidents in FreshService
• Review, analyze, prioritize, and resolve FreshService tickets while meeting all established SLAs. Route incoming tickets as needed to other IT teams for timely resolution.
• Escalate issues to higher tier support as needed in a timely manner with appropriate documentation
• Perform employee onboarding/offboarding including device prep, account creation, end user training, etc.
• Perform technical support onsite and remotely as needed
• Collaborate with other internal and external IT teams for fixes and enhancements to SOLV Energy systems and applications
• Answer employee questions or facilitate resolutions regarding SOLV Energy technology systems. Work with other technology team members, subject matter experts in the company, and/or 3rd party vendors to get employee questions/issues resolved.
• Assist with the development of Service Desk processes, procedures, FAQs, etc., that will improve the service and support provided by the Service Desk team
• Perform duties as assigned

Minimum Skills or Experience Requirements:

• 2+ years of professional experience in an IT support role and/or a combination of experience and equivalent education
• Experience managing tickets within a service desk solution
• Ability to provide excellent customer service in both oral and written format
• Ability to work in a team-oriented, collaborative environment
• Ability to maintain accurate documentation
• Ability to establish and maintain cooperative relationships with persons with diverse technical knowledge and skills
• Ability to absorb and retain information quickly
• Ability to follow procedures consistently and accurately
• Good organizational skills, with the ability to prioritize and coordinate work efforts
• Proficient in the use of Microsoft O365 tools and experienced in supporting these applications
• Energetic, enthusiastic, charismatic
• Entrepreneurial spirit

*This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned

#LI-SD1

Swinerton is an Equal Employment Opportunity, Minority, Women, Disability, and Veteran Employer. Our Company is an equal opportunity and affirmative action employer. We have a commitment to provide equal hiring, training, compensation, promotion, transfer, layoff and recall benefits to all individuals without regard to gender, race, color, religion, age, mental or physical disability, medical condition, genetic information, sex, sexual orientation, gender identity and expression, national origin, marital or domestic partner status, veteran status, or any other characteristic protected under federal or state laws or local ordinance or regulation. We are committed to the safety and security of everyone interested in our company-including those who visit us online. Please note that Swinerton will only invite you to submit work history and personal information related to employment through our career portal WorkDay (which requires the set-up of a login) and communication will only come from individuals with an email address ending in @swinerton.com. If you receive fraudulent communication please inform us by emailing [email protected].

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Salary