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Enterprise Service Desk (ESD) Analyst 1 or 2- Portland, Oregon #48360

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Date: Apr 4, 2019

Location: Portland, OR, US, 97232

Company: PacifiCorp

General Purpose

The enterprise service desk analyst provides technical expertise and guidance in supporting end-user problems with desktops, laptops, servers, peripherals, telecommunications, the mainframe, applications, and hardware.

Responsibilities

Responsibilities for the Level 1 Analyst are:

  • Provide high quality customer service and technical support with an emphasis on first call resolution and quality.
  • As the initial point of contact and under direct supervision respond to end-users’ inquiries via phone, email and remote tools regarding technology issues.
  • Provide incident recognition, research, isolation, and follow-up steps for first tier issues. Assist end-users with IT requests for service, including: phones, keyboards, laptops, desktops and software applications.
  • Use the IT ticket incident management system and enterprise service desk applications in support of most end point devices.
  • Monitor and manage the IT ticket management system to ensure timely acknowledgement of technology support requests. Prioritizes ticket requests, distributes/escalates incidents and requests to appropriate IT team.
  • Participant in user testing, document creation and IT-related employee communications to the Company.
  • Perform any additional responsibilities as requested or assigned

In addition, Responsibilities for the Level 2 Analyst are:

  • Responds to end-users’ inquiries under minimal supervision.
  • Supports first and second tier issues.
  • Recommend system modifications and/or configurations to reduce ongoing user issues impacting productivity.
  • Undertake research for the root-causes of incidents to prevent continued loss of productivity.
  • Composition of IT-related employee communications to the Company.
  • Provide system administration for enterprise service desk tools including occasional VB.Net programming.   
  • Participate in projects. Develop and coordinate activities related to testing and implementing new technology. Be a key participant in user testing and document creation and review.
  • Assist ESD Analyst level 1 in training and daily support as needed.

Requirements

Requirements for this position include the following:

  • Associate’s degree in Information Technology, Computer Science, or equivalent work experience. (Typically two years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess an Associate’s degree.
  • One year of end user support experience in a client/server, network, mainframe and applications environment.
  • Aptitude in incident response and handling.
  • Strong verbal and written communication skills with emphasis on articulating technical information to a non-technical person.
  • Strong analytical and problem-solving skills.
  • Ability to prioritize and handle multiple tasks. 

 

In addition, Requirements for the Level 2 Analyst are:

  • Three years of end user support experience in a client/server, network, mainframe, and applications environment.
  • Demonstrated aptitude in incident response and handling.
  • Ability to prioritize and handle multiple tasks and projects concurrently.

Additional Information

Primary Location: Portland

Department: 00001027 Pacific Power

Schedule: FULLTIME

Personnel Subarea: Non-Exempt

Hiring Range: 45,900 - 64,500.00

 

Employees must be able to perform the essential functions of the position with or without an accommodation.

At PacifiCorp, we encourage everyone to work together. We embrace diversity and value the distinct perspectives of all our employees. We strive to cultivate a workplace that connects each employee to the organization and enables all individuals to participate and contribute to their full potential.  

It is PacifiCorp's policy to provide and promote equal employment opportunity to all employees and applicants in accordance with local, state and federal laws and regulations governing personnel activities. In accordance with federal guidelines, PacifiCorp is committed to a program of affirmative action. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, veteran status, national origin, sexual orientation or gender identity.

All offers of employment are contingent upon the successful completion of a background check and drug screening.


Nearest Major Market: Portland Oregon

Career Segment: Telecom, Telecommunications, Mainframe, Service Desk, Computer Science, Technology, Customer Service