Remote Help Desk Analyst Jobs in Portland, OR (NOW HIRING)

Connoisseur Media is seeking a motivated and experienced Network Administrator I – Help Desk professional to support employees across our growing organization. This is a fully remote position that plays a critical role in keeping our teams connected and productive across 40 markets nationwide. In this role, you will provide remote technical support for computers, software, and peripherals while helping maintain the systems and tools our teams rely on every day.

The ideal candidate has a passion for technology, strong communication and troubleshooting skills, and a friendly, customer-service-focused personality. You’ll diagnose and resolve hardware and software issues, support end-user devices and applications, assist employees through remote support sessions, manage onboarding and offboarding, and help maintain documentation and support procedures. This is a great opportunity for someone who enjoys solving technical challenges, helping others, and working in a fast-paced, collaborative environment while supporting the technology that keeps our organization running smoothly. Preference may be given to a candidate in the Eastern time zone or with the willingness to work at 6 AM Eastern.

Responsibilities for this position may include:

• Remote support for the operation of computers, software, and peripherals.
• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
• Diagnosing hardware and software failures, communicating remediation plans to users, and providing status updates.
• Supporting proprietary software and 3rd-party applications.
• Providing virtual assistance sessions using various remote desktop tools.
• Developing end-user documentation and instructions.
• Performing diagnostics, analysis, repairs, or the replacement of hardware for PCs, laptops, network equipment, and printers.
• Following set policies and procedures when assisting clients to ensure proper handling of requests.
• Contributing knowledge and updating information to maintain the Help Desk SOPs and training manuals for support.
• Maintaining a professional attitude and appearance, providing excellent customer service at all times, including maintaining a good work ethic and assisting others when needed.
• Supporting continuous improvement in the process and quality of the operations.
• Building effective working relationships with your internal customers and team members.
• Must be self-motivated and adaptable to learning and understanding new technologies.
• Must be able to prioritize and manage multiple tasks to meet Service Level Agreements.
• Must have strong analytical, problem-solving, and decision-making abilities.
• Must have the ability to work both independently and in a team environment.
• Must be flexible to change and have the ability to work in a fast-paced environment.
• Any other duties assigned by senior management.

Requirements of this position include the following:

• 3+ years’ experience installing, configuring, integrating, and administering desktops on the Windows platform. Knowledge of iOS is a plus.
• Experience managing Microsoft O365 tenants.
• Experience managing Google Workspace tenants.
• Developing and maintaining internal documentation and diagrams.
• Must have great customer service and experience interfacing with customers.
• Excellent oral and written communication skills.
• Work well under pressure and able to meet deadlines.
• Ability to work remotely. A computer will be provided.
• Available outside of regular work hours to be in an on-call rotation.

Additional skills and experience that may factor into consideration:

• Experience in broadcast media hardware/software.
• Experience using/managing Zendesk Help Desk.
• Microsoft Visio.
• Experience with business-class firewalls, including NAT/PAT, routing, access rules, and VPNs.
• Experience configuring managed switches and VLANs.
• Configuring, installing, and supporting network and firewall equipment such as routers, firewalls, and managed switches with the guidance of senior staff.

Benefits:

Connoisseur invests in people who invest in themselves and offers employees a competitive package of health and welfare benefits.

• Comprehensive Benefits Package: Medical, Dental, and Vision. Supplement Life Insurance, AD amp;D Coverage, STD, and LTD coverage.