Desktop Technical Customer Support #36214

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Portland, OR, United States

Phone: 503.299.6811
Web Site:

Company Profile


Desktop Technical Customer Support #36214


Keizer, OR 

Job ID:


Job Description:

Desktop Technical Customer Support #36214

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Desktop Technical Customer Support
Our client is seeking a full-time contract Desktop Technical Customer Support to join their team in Keizer, OR. This position supports the current desktop computing environment and new projects that are relevant to field IT services. The technical support position provides 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.

For this role, shifts range from 5:15 am to 6:15 pm, with possible on-call support. Up to 25% travel within the assigned service area to meet with supported employees or attend team or technical meetings is required as well as a valid state driver’s license. First Aid/AED/CPR Certification required within 30 days of assignment start.  Additionally, Personal Protective Equipment (PPE) is required for all field travel: ASTM F2413-11, Class 75EH rated footwear, etc.

Responsibilities of the Desktop Technical Customer Support
Field telephone calls, voicemails and emails from IT clients.
Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required.
Track issues using a central incident management application.
Identify IT client Operating System or server system and product issues and provide resolution when possible.
Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group
Run diagnostic programs for troubleshooting or monitoring purposes.
Handle excess workload associated with multiple projects.
Install and configure Windows XP, 7/Office 2003, 2007 and 2010.
Troubleshoot and repair Desktop/Laptop and thin client hardware.
Support peripheral devices (Printers, Smartphones, Scanners etc.).
Adhere to all existing processes, best practices, procedures, and work instructions.
Solve technical issues in a professional manner or escalate in a timely manner.
Prioritize work with a focus on client satisfaction and follow through.
Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
Using company and industry standards, follow complex procedures and explain technical solutions to a wide range of clients.
Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.

Qualifications of the Desktop Technical Customer Support
Bachelor of Science in Computer/Information Technology or a directly-related field is preferred. Bachelor’s degree in specified or directly-related field can substitute for some related experience (see details below).
9-13 years of experience in Computer/Information Technology or related field is required (5- 9 years of experience with Bachelor’s Degree in specified or directly-related field).
One or more of the following:  A+, MCP, MCSE, MCDST or other infrastructure relevant certifications are desirable.
Experience and working knowledge of Terminal Services/Citrix is desired.
Proficiency in the use of the full Microsoft Office suite – Microsoft Office 2003, 2007, and 2010 (Outlook, Word, Excel, PowerPoint, and Access) is required.

Technical Requirements
Expert knowledge of and skill in the following areas:
Desktop/laptop and/or server hardware, configuration and troubleshooting experience.
Knowledge of printer troubleshooting.

General Requirements
Oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technology.
Excellent customer service and communication skills.
High level of organizational abilities and multi-tasking.
General office skills such as phone and data entry skills.
Become familiar with and follow the safety practices of the Accident Prevention Manual.
Follow established processes and procedures.
Carry out assigned tasks with a professional demeanor reflected in excellent written and oral communication skills, listening skills, patience, analytical reasoning and problem solving abilities.
Support a sustainable IT infrastructure by supplying cross training and functional documentation.
Meet timelines, milestones, project expectations, and provide timely (weekly) status updates
Display calm and customer-oriented attitude in fast-paced and sometimes stressful conditions.
Consistently arrive on-time for assigned work shift.
Ensure proper identification of self as a contract worker in all communications, correspondence, etc. 

Locally founded, women-owned, and nationally certified with WBENC, VanderHouwen is a premier staffing provider of technology, engineering, finance and accounting professionals. Our unique family-owned company offers individualized staffing services and solutions to our clients and candidates, creating value for everyone. Our President’s work ethic not only serves as the foundation of our company, but drives the commitment to individual attention which infuses our culture. VanderHouwen values building meaningful, professional relationships with each client as well as developing in-depth knowledge of their staffing needs and workplaces. We offer our eligible employees competitive benefits including medical, dental, vision, long/short term care, 401k, and life insurance.

6342 SW Macadam Ave. • Portland, Oregon 97239
P| 503.299.6811  TF| 888.299.6811  F| 503.224.6181 |