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IT Help Desk Analyst

4 months ago

Portland, United States Otak Full time

Join Otak's IT Department during a pivotal phase of digital transformation as we support the growth of our company. We're currently seeking an IT Help Desk Analyst for a Temporary to Hire Opportunity. The ideal candidate will be passionate about providing innovative IT solutions and exceptional support to our employees. As an IT Help Desk Analyst, you'll play a crucial role in managing, resolving, and escalating IT incidents while assuming full ownership of the issues to ensure complete and accurate resolution. This position offers a dynamic work environment where you can truly make a difference. If you are a proactive problem-solver with a strong technical background, we would love to hear from you

What you'll do:

  • Serve as a dedicated advocate for user issues, ensuring that all customer needs are addressed with urgency and precision.
  • Provide first-level support to help customers resolve basic technical challenges.
  • Assess, prioritize, and handle incoming support requests via phone, voicemail, email, and in-person interactions.
  • Employ expert communication and technical skills to swiftly resolve complex IT incidents, handle requests, and support project activities.
  • Diagnose and solve problems related to local and wide area networks, desktop environments, servers, and applications.
  • Liaise with vendors to open and manage trouble tickets, facilitating quick resolution of technical issues.
  • Thoroughly investigate issues by validating problems and identifying known solutions.
  • Manage the full lifecycle of user hardware and software, including purchasing, provisioning new systems, deploying software, and retiring obsolete equipment.
  • Maintain detailed documentation throughout the incident lifecycle and communicate updates to the customer consistently.
  • Administer user accounts across business applications, including Office 365, Active Directory, and Microsoft Teams.
  • Manage email mailboxes, groups, distribution lists, and public folders.
What you bring:
  • 2-6 years of experience in IT support, preferably in a Microsoft-centric environment.
  • Associate's Degree in a related technical field, or equivalent practical experience.
  • Relevant IT certifications such as MCSA, CompTIA A+, Network+, etc.
  • Exceptional interpersonal and organizational skills, with the ability to manage diverse situations and multiple priorities.
  • Proficient in supporting Microsoft Windows 10/11 and basic Windows Server operations.
  • Experience with Active Directory and Group Policy management.
  • Knowledge of Microsoft software updates, patch management, and endpoint protection (such as Endpoint Central).
  • Skilled in troubleshooting wireless and LAN issues.
  • Familiarity with financial processes including accounting and purchase orders is beneficial.
The salary information shown below is a general guideline only. Salaries are based upon candidate experience, qualifications, and work location as well as market and business considerations.

Pay Range: $36 to $48 per hour

Benefits

At our core, we believe that supporting our communities begins with supporting our employees. No matter what stage you're at in your career, we have a comprehensive total rewards program to enhance your quality of life, help support your family, and assist you in achieving your personal and professional goals. Otak employees enjoy competitive salaries; discretionary performance bonuses; no-cost medical, dental, vision, life and disability insurance, HRA/HSA; a 401(k)-retirement match that is 100% vested immediately; Paid Time Off (PTO) accrual based on your industry experience rather than your seniority plus 9 paid holidays per year; a commuter allowance (based on your office location); support for your professional registration and/or certification fees; and much more If you are out of the area and interested in relocating for this opportunity, relocation assistance may be provided.The successful candidate for this position may be eligible for a signing bonus

Why work at Otak? Watch this short video: Our Why

We're not just looking for skills and experience, having shared values is just as important When you work at Otak, you aren't just joining a firm - you're joining a community. We believe our best work happens in a culture of collaboration and inclusion, where the expertise of diverse individuals can thrive in a foundation of teamwork. The work environment we create is built on a simple concept: working on interesting projects with interesting people. However, we don't just believe in cultivating our own community; we're also committed to enriching the communities around us with smart, creative solutions. We know our employees make an investment in us, so we're committed to making an investment in them. Seasoned experts and young professionals work together to encourage personal growth and skill development at all experience levels. Plus, we're expanding - and we're dedicated to developing an internal infrastructure with the strength and talent to support that growth.

Equal Opportunity

Otak is proud to be an Affirmative Action and Equal Opportunity Employer. The Equal Opportunity policy at Otak, Inc. provides a fair and equal employment opportunity for all employees and applicants regardless of race, color, religion, nation origin, gender, gender identity, sexual orientation, age, marital status, protected veteran status or disability or any other status(es) protected by law. Otak ensures nondiscrimination in all programs and activities in accordance with Title VII of the Civil Rights Act of 1964 and mandatory supplements to EEO (revisions).

At Otak, we recognize that inclusion is a practice, and we are determined to lead our industry by embedding that practice into our work. Cultivating an inclusive workplace environment is ongoing and consistent work, requiring dedication and commitment from every member of the organization. This commitment is reflected in Otak's promise to significantly increase employee diversity, impact the communities in which we work, and establish ongoing relationships within these communities.

Otak's Vision for an Inclusive Environment includes the following:
  • We embrace diverse identities, and willingly engage across difference
  • All employees can experience the workplace safely and show up as their authentic selves
  • Fostering unique perspectives and an open exchange of ideas
  • Engaging one another with curiosity rather than judgment
  • Relationships are built on mutual trust, dignity, and respect
  • If you are a minority, veteran, person with a disability, or a member of the LGBTQA Community, we strongly encourage and welcome you to apply to any open position of interest.
  • If you want to learn more about Otak, this position, or the company's commitment to diversity, equity, and inclusion, contact our Human Resources Department at GRPHumanResources@otak.com.

    *Please note, Otak is not accepting resumes from 3rd party recruitment agencies at this time.