Security Clearance required: Public Trust Do you want to make a difference? Cognosante employees are passionate about improving people’s lives. With an innovative mindset and an unwavering commitment to those we serve, we partner with healthcare, civilian and defense agencies to deliver exceptional public services and programs. Our multi-faceted technology and customer experience (CX) solutions achieve program outcomes, solve critical challenges and create meaningful change. Whether we are helping Veterans access healthcare faster, ensuring that members of the military complete their missions safely, or helping people obtain health insurance, our work touches millions of people. Are you ready to make a difference? Come Join Our Team Cognosante's team at Bonneville Power Administration provides end user hardware and software support, to help power Bonneville's mission to be the best utility providor in the country. We provide a variety of services, including remote Service Desk support and in-person help. Spread across the Portland/Vancouver metro area, and spread across many disciplines, the Bonnevile user base presents a variety of support challenges and opportunities. What is the position? The Tier 2 Desktop Support technician will provide general Windows 10 and 11 support and troubleshooting during to end users Bonneville's Win 11 In-Place Upgrade Project. Roughly 2000 Win 10 workstations will be upgraded to Win 11 using an automated, user-driven process. This position will support this process by providing in-person and remote assistance to users who are peforming the upgrade. What will I get to do? 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 into ticketing system 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. Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware. Troubleshoot peripheral devices (Printers, Smartphones, Scanners etc.). 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. What qualifications do I need? US Citizen able to pass a government background check. The BPA background check takes several weeks to process. Candidates cannot start work until these checks are completed. Ability to travel between work locations in the Portland/Vancouver metro area. Also able to work remotely (GFE provided where needed) and on site. 3 years IT experience in an IT Service Desk, Tier 2 Enterprise Environment. Experience with technical writing and IT process documentation activities. Experience with Microsoft SharePoint 2010 and 2016 Intermediate Microsoft Office skills: Word, Excel, PowerPoint, etc. Ability to adhere to formatting and QA standards for documentation Ability to track work progress and self-manage a backlog of work Strong knowledge of software and hardware troubleshooting methodologies. 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 lift 50lbs without assistance The workday is an 8-hour shift Monday-Friday. What additional characteristics will help me thrive? Experience and understanding of Windows environment support models, and the ability to effectively prioritize a backlog of support tickets Strong communication and interpersonal skills. This is a customer-facing position. A desire to learn and collaborate with with a diverse technical team. Prior experience with supporting Government agencies. What We Offer Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that: Ensure optimal health and productivity of our employees Support employee retention and attraction Provide work/life balance to ensure our employees succeed inside and outside of the office Compensation $17.20 - $36.05 The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees. It is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. What We Promise Cognosante employees are inspired by our bold mission to improve lives. To achieve this mission, we put our people first. No matter where they're located around the nation, our innovative workplaces enable individuals to apply their skills and experience to work toward a greater good. We foster a winning culture of solution creators built on innovation, collaboration, flexibility, and work-life balance. And we invest in the next generation of diverse talent to foster an inclusive, progressive, adaptable workplace that prioritizes advancement for all. As an affirmative action employer, we are committed to equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class. Your safety during your job search is important. Recruiting communications will always be sent through one of the following corporate domain emails (@cognosante.com or @accurate.com). We will never send communications through any other domain, including @cognosantecareers.com, @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at jobs@cognosante.com At Cognosante, we innovate with purpose. Each day, we create meaningful change by delivering mission-driven solutions for healthcare, civilian, and defense government agencies. When you work at Cognosante, you’ll apply your talents and grow your career with an organization that believes in the missions of our customers – and the right every employee has to an inclusive, flexible, and collaborative workplace. Work with us, and you’ll be challenged and supported—and have the platform to elevate your career to wherever your professional aspirations lead. Get to know Cognosante employees We’re driven by our customers’ missions, and measure success by how we improve lives. We believe innovative solutions start with an innovative culture. We believe customer understanding is the key to creating innovative solutions. We know we are stronger together, and we value the diversity of our people. We believe growth should be a core job benefit. Like many other companies, Cognosante has been targeted by scammers making fraudulent job offers to potential candidates. As shared on our company website, communications from Cognosante recruiting are only sent with an official corporate domain email (e.g., @cognosante.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com)). We will never request payment from an applicant, nor will we send payment to an applicant, prior to that individual’s start date. We want to recommend a couple of ways that you can report this incident and take action against these scams: -The FBI: File a Complaint -The FTC: Report Fraud Also, if you're not sure where to report the scam, you can find some guidance here: Where to report scams | USAGov.