Looking for IT Service Desk Analyst I at Wilsonville, OR Full Time

The primary responsibility of this Service Desk Analyst Level 1 position is to support business process continuity by providing internal information technology support, continue to optimize the support process, and add value to the business through continuous improvement in customer satisfaction.

Essential Duties and Job Responsibilities

• Provide phone and email support for incidents or service requests related to hardware, software, mobile devices, and application support
• Ensure SLA’s are met.
• Installs, configures, maintains, supports, and optimizes corporate Desktop and Laptop computers including hardware and application diagnosing and troubleshooting and reimaging of operating systems.
• Coordinates or installs physical hardware in local and remote facilities.
• Works with manufacturer to resolve equipment issues and schedule repair.
• Travels to remote facilities to perform scheduled and emergency maintenance.
• Accurately documents new support procedures, tools, and techniques in the knowledge base.
• Provides courteous technical support over the phone and in person.
• Accurately prioritizes tasks and manages work time wisely.
• Maintains confidentiality with staff, supervisors, residents, and family members.
• Triages tickets and escalates to appropriate teams as necessary.
• Provide training to end users.
• Occasional overnight travel to remote facilities will be required.
• Provides after-hours and on-call support as needed.

Preferred Requirements

• Associates degree with major coursework in technology or a closely related field, or equivalent experience is desired.
• At least 2 years of experience in a similar position.
• Experience in performing repairs on laptop and desktop hardware.
• Experience or knowledge of ITIL/ITMS framework.
• Must have excellent organizational and time management skills.
• Excellent communication and verbal skills (both written and oral) in order to effectively problem solve with other employees, all levels of Avamere staff, and third parties external to Avamere.
• Must maintain a high standard of confidentiality and honesty.
• Strong analytical skills and the ability to evaluate and solve problems with minimum assistance.
• Have strong working knowledge of Windows desktop operating systems.
• Basic knowledge of networking concepts including IP addressing, network switching and routing, DNS, and DHCP.
• Experience with Microsoft Active Directory services including user account creation, security and distribution groups, file and print sharing.

Benefits:

• Comprehensive benefits package with medical coverage, voluntary dental, vision, and life insurance, short-term disability, and AD&D coverage
• 401(k) retirement plan with employer match
• Paid time off/sick leave (rolls over annually)
• Tuition assistance
• Employee Assistance Program featuring counseling services, financial coaching, free legal services, and more
• Seasonal Discounts from Adidas and Columbia Sportswear
• Discounts from Verizon Wireless
• Discounts from AT&T

Please Note: Effective Oct. 18, 2021, all Avamere employees are required to be fully vaccinated against COVID-19 unless they have an approved medical or religious exception. If you are hired by Avamere after Oct. 18, 2021, you will need to be fully vaccinated (or obtain an approved exemption) prior to starting work and need to provide proof of vaccination (or approved exemption) within 10 days of starting work.

Experience

Required

• 2 year(s): IT Support