Help Desk Technician - Portland, OR

Employer: Kelley Connect

Job Description:
***Please note this is not a remote position***


The Help Desk Technician is primarily responsible to provide helpdesk support for client end users, which may include onsite or remote diagnosis and repair, performing planned system maintenance on client networks, and troubleshooting support requests and systems analysis; including consulting with users, to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, firewall, switches, and phones. Support request may entail tier I/II issues related to active directory management, line of business applications, routing / switching, server and network hardware or their associated services and roles.


Provide IT support relating to technical issues involving Microsoft’s core business applications and operating systems
Support of disaster recovery solutions
Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
Monitor remote monitoring and management system alerts and notifications; respond accordingly through service tickets.
Perform system documentation maintenance and review in ConnectWise
Respond to queries professionally, timely and accurately. Communicate with customers as required including keeping them informed of incident progress or notifying them of impending changes or agreed outages.
Improve customer service, perception, and satisfaction
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
Escalate service requests that require engineer level support
Enter time and expenses in ConnectWise according to company procedures
Complete assigned training materials and blueprints on the ConnectWise University
Work through project tickets and phases in ConnectWise as assigned by a Project Manager
Enter all work as service or project tickets into ConnectWise
Maintain positive, cooperative, and team-oriented relationships with co-workers, supervisors, managers and others you come into contact with through your job.
Continuously develop technical and professional skills by learning from experiences, studying, and completing training courses
Other duties as assigned

Contact Person: Rebecca Cunningham
Phone: 253-239-4764
Location: Portland, OR
Application Method: Email
Base Pay: TBD

Posted on November 02, 2021

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