Job description
Security Clearance required:
Public Trust
Bonneville Power Administration (BPA) is a federal agency headquartered in Portland, OR, that markets wholesale electricity and transmission to the Pacific Northwest’s public and private utilities as well as to some large industries. BPA provides about half the electricity used in the Northwest and operates over three-fourths of the region’s high-voltage transmission. BPA’s service territory covers all of Washington, Oregon and Idaho, and western Montana, as well as small contiguous portions of California, Nevada, Utah, Wyoming, and eastern Montana. BPA’s wholesale customers include public utilities, public utility districts, municipal districts, public cooperatives, some investor-owned utilities, and a few large industries such as aluminum companies. BPA has contracted with EIS to transform their IT services to improve value to the business, provide a more efficient operation, and a better customer service experience for our clients at a reasonable cost.
Job Description
The IT Desktop Support Project Tech will provide technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk Technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone or in person for a wide variety of hardware, software, and site-specific applications in an enterprise environment.
Key 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.
- 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 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.
- Track issues using a central incident management application.
- Interpret IT client Operating System or server system and product issues and provide resolution when possible.
- Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware.
- Support 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.
- Management of IT Assets in a small warehouse environment, including Smartphone/Desktop/Laptop hardware
- Asset tracking and documentation in Asset Management software
- Preparing equipment for shipping (labeling, packing)
- Organization of equipment on shelf
Required 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.
- Experienced in all facets of troubleshooting.
- 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.
Candidates that do not meet the required qualifications will not be considered.
Compensation
$16.20 - $35.00
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at
jobs@cognosante.com
. Thank you.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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