Senior Technical Support Specialist in Portland, Oregon - #72402 | VanderHouwen

Description

Job Id: 72402

Senior Technical Support Specialist
Our client is seeking an experienced and customer-focused Senior Technical Support Specialist to join their growing technology support team. This role is ideal for someone who enjoys problem-solving, delivering excellent customer service, and contributing to the ongoing improvement of IT operations in a collaborative environment. The position involves triaging and resolving incoming support requests, maintaining user accounts and devices, and supporting various enterprise systems across the organization.

This role is a hybrid model in Portland, Oregon.

Senior Technical Support Specialist Responsibilities

• Serve as the first point of contact for all incoming technical support requests through ticketing systems, phone, voicemail, email, and walk-ups.
• Diagnose, troubleshoot, and resolve Tier 1 technical issues; escalate complex issues to Tier 2/3 teams as appropriate.
• Support account management functions including password resets, MFA assistance, permissions changes, and Active Directory group updates.
• Provide setup, deployment, and replacement of end-user hardware such as laptops, tablets, and mobile devices.
• Follow established IT Service Desk procedures to ensure consistent service delivery and minimize reopened tickets.
• Deliver exceptional customer service by using clear, empathetic communication and tailoring technical explanations to varying user skill levels.
• Develop and maintain strong working relationships with frequent requesters and key stakeholders across departments.
• Identify recurring incidents or patterns, suggest process improvements, and assist in implementing service management enhancements.
• Create and maintain accurate Service Desk documentation, knowledge base articles, and user guides.
• Collaborate with IT peers to support system upgrades, software deployments, and migrations to Microsoft 365 environments.

Senior Technical Support Specialist Qualifications

• 3–5 years of experience providing technical support in a corporate or public-sector IT environment.
• Proficiency with Microsoft technologies, including Windows OS, Active Directory, Office 365, and related endpoint management tools.
• Familiarity with IT ticketing systems such as Jira Service Management or similar platforms.
• Strong customer service mindset with demonstrated ability to communicate effectively across all levels of technical understanding.
• Experience troubleshooting hardware and software issues for desktops, laptops, and mobile devices.
• Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
• Excellent written and verbal communication skills.
• A collaborative, improvement-focused approach to IT service delivery.
• Bachelor’s degree in Computer Science, Information Systems, or related field preferred; equivalent experience accepted.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Compensation: $33-$36/hr. (DOE)

VanderHouwen Contractors Enjoy Exceptional Benefit Perks!
As an eligible contract employee with VanderHouwen, you’ll have access to a full suite of benefits designed with your well-being in mind. Our comprehensive package includes medical, dental, vision, life insurance, short- and long-term disability, and a matching 401(k) to help secure your future.

Meet VanderHouwen
What kind of recruiter do you see yourself working with? One who prioritizes your best interest, no matter what? VanderHouwen does, and we’re in it for the long game! Our recruiters focus on YOU, building meaningful, long-term relationships while developing a deep understanding of companies’ staffing needs and workplace cultures. This approach helps us find an ideal job match that aligns with your unique career aspirations and goals.

VanderHouwen is an award-winning, Women & Diversity-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen places experienced professionals across the nation! Our recruitment teams specialize in either Technology and IT, Engineering, Human Resources, or Accounting and Finance career markets. Partner with us to land your next exciting career!

VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state, or federal civil rights laws.

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