L3 ServiceDesk/Desktop Support Engineer

About GSPANN:

Headquartered in California, U.S.A., GSPANN is a leading provider of consulting and IT services to global clients. We specialize in helping clients transform their IT capabilities, optimize business practices, and drive operational efficiency across industries such as retail, high-technology, and manufacturing. With five global delivery centers and over 1,900 employees, we combine the personalized approach of a boutique consultancy with the extensive capabilities of a large IT services firm.

Role: ServiceDesk/Desktop Support Engineer (Level 3)

Location: Wilsonville, OR (Onsite)

Duration: 12 Months

JD and Qualifications below:

Service Desk

• Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices
• Ensure that all issues and requests are documented accurately in the IT ticketing system
• Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
• Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests
• Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support
• Research technical solutions in department-specific applications
• Follow up with end users, provide feedback, and see issues and requests through to resolution
• Support multiple Twist locations and must be versed in providing remote support
• Participate in a rotation to provide after-hours/weekend on-call coverage
• Adhere to service-level agreements
• Assist with Major Incidents as required, including sending employee communications
• Participate in projects
• Assist with the procurement and lifecycle management of physical assets and software licenses
• Document procedures and develop end-user instructions
• Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.
• Some travel may be required

Site Support (For In-Office Staff)

• Support of Conference Rooms and collaboration technology (video conferencing, audio conferencing, electronic whiteboards
• Support for laboratory, Shipping and other on-premise hardware
• Support for network hardware and local printers
• Must be able to lift and carry 25 lbs

Software and Application Support

• Google Suite
• MS Office
• Other workstation applications
• Collaboration Tools

Identity and Access Management

• Provision, modify and revoke account access and licenses as required
• Seek and document approvals as necessary
• Assist with gathering evidence for auditors in support of compliance efforts
• Conduct internal checks to ensure compliance with standards and process

On/Off-Boarding

• Process new hire requests, image and deploy laptops to new hires, and conduct the IT Onboarding presentation.
• Process off-boarding requests including revoking access, asset recovery, and machine reimaging in a timely manner and in accordance with our compliance and service levels

Qualifications

• 5-9 years of hands on IT Helpdesk & Desktop experience required
• Be able to communicate effectively in both verbal and written communications
• Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
• High energy and ability to work independently in a very fast growth environment
• Comfortable wearing Personal Protective Equipment when required to support systems located in labs
• Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
• Ability to effectively and efficiently troubleshoot hardware and software issues
• Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
• Excellent customer service skills
• Experience supporting mobile devices in a corporate setting
• Previous experience with a mid-sized (2000) person international company
• Self-sufficient, self-managed, self-motivated, must be effective working independently
• Ability to work within a team of technicians and support analysts
• Familiarity with IT Service Management and ITIL concepts and processes
• Must have good people skills, working directly with end users both in person and on the phone and zoom
• HDI Support Center Analyst or Desktop Support Technician certifications a plus
• ITIL Foundations Certificate a plus

Working at GSPANN

GSPANN is a diverse, prosperous, and rewarding place to work. We provide competitive benefits, educational assistance, and career growth opportunities to our employees. Every employee is valued for their talent and contribution. Working with us will give you an opportunity to work globally with some of the best brands in the industry.

The company does and will take affirmative action to employ and advance in the employment of individuals with disabilities and protected veterans and to treat qualified individuals without discrimination based on their physical or mental disability status. GSPANN is an equal opportunity employer for minorities/females/veterans/disabled.