The team at Bonneville Power Administration provides end user hardware and software support, to help power Bonneville's mission to be the best utility provider 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 Bonneville user base presents a variety of support challenges and opportunities. Overview: The Desktop Support technician will provide general Windows 10 and 11 support and troubleshooting to end users for Bonneville's Desktop Refresh Project. Roughly 2000 laptops/desktops to replace. The Desktop Support tech may also provide general mobile device support for Bonneville’s InTune and iPhone upgrade projects. Job Responsibilities: • 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. • Support the project to upgrade to Microsoft InTune and iPhone devices, providing hands on hardware/software support for mobile devices. • Support the Desktop Refresh project, providing hands on hardware/software support and troubleshooting. • 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. Minimum Qualifications • 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. Other Job Specific Skills • 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 a diverse technical team. • Prior experience with supporting Government agencies. **Compensation Ranges** Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. **EEO Requirements** It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. **Disclaimer** The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. $29.31 - $30.00 EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.