360 Solutions

Company Description
Since 2013 we have been doing exciting and challenging work for many Portland metro area businesses of all sizes. We are not your typical "cookie cutter" consulting company--think of us as the healthier, happier alternative to a Managed Service Provider. Our innovative approach to providing clients with IT support and customized solutions has earned us a reputation for fairness and professionalism. We pride ourselves on devising solutions that fit each client rather than squeezing all clients into one mold which leaves our clients happy and our company enjoying our work life.
Because we bill by the hour, rather than with monthly reoccurring flat rates, clients pay for only what they receive, and we have long-established, trust-based relationships. Our clients are not simply a source of income; they become friends, and we appreciate their unique circumstances warranting unique solutions from our unique IT talent pool.
In this job, you will gain exposure to a wide variety of technical environments and challenges while working with a diverse group of growing businesses and non-profit organizations. Our clients include high-tech organizations, startups, law firms, schools, social service entities, fabrication companies and additional service agencies. You will be joining a fun team of highly respected IT professionals known for their problem-solving obsessiveness, top-drawer communication skills, and the intense desire to help clients and team members enjoy their job and succeed within our company.
Job Description
The Help Desk position partners with the Account Manager, Lead Systems Consultant, Technicians and Vendors. In this role you will be responsible for Tier 1 and Tier 2 Support, Desktop Maintenance, Client Communication and Scheduling.
Tier 1 Support Responsibilities
- Respond to queries by phone, email and sometimes in person.
- Ask appropriate, informed questions to ascertain nature of problems.
- Triage requests from clients to determine proper flow/referral/transfer within the company.
- Walk customers through problem-solving process.
- Provide technical assistance and support for incoming inquiries and issues related to a variety of computer systems, software and hardware.
Tier 2 Responsibilities
- Install computer peripherals for users.
- Install, modify and repair computer hardware and software.
- Assist consultants with projects as needed.
Maintenance and Diagnostic Responsibilities
- Perform scheduled device maintenance.
- Check alerts and reports.
- Respond to alerts or escalate issue to appropriate staff.
- Run diagnostic programs to resolve troubleshoot issues.
Client Communication
- Schedule client appointments.
- Follow up with customers to ensure issues have been resolved.
- Collect feedback from customers about computer usage and areas for improvement.
- Work with vendors to quote equipment and software rates based on Consultant's recommendations.
Internal Responsibilities
- Collaborate on intranet wiki and client wiki.
- Maintain password manager.
- Input tickets into ticket tracker.
Qualifications
-Solid understanding of Windows systems.
- Outstanding ability to isolate a problem, provide spoken and/or written theory about problem's cause, and develop possible solutions.
- Self-motivated task management
- Exceptional English communication skills, both written and spoken--focus on clarity, concision, courtesy, and professionalism.
- Teamwork attitude in pursuing common goal.
- Experience collaborating with business and technically-minded people to plan and execute projects.
- Multitasking without sacrificing professionalism and composure.
- Attention to detail and procedural compliance.
- Ability to travel around the Portland Metro Area at a moment's notice and around the Pacific Northwest on occasion.
- Experience working with end users.
All candidates must hold valid state driver's licenses, vehicle registration/insurance, and reliable vehicles for daily transportation.
- All candidates must pass background check.
Additional Information
Our environment is a laid back, person-oriented atmosphere. We focus on employee satisfaction and provide creative benefits and perks to maximize staff happiness. We strive to keep things noncompetitive, friendly, encouraging and educational. One employee has said that we "approach every situation for improvement as a learning opportunity". Negativity is not within our business model! Our employees have work/life balance, and we accommodate each individual's priorities whenever we can.
- Downtown location close to restaurants, bus stops, shops and park.
- Flexible work environment (opportunities to telecommute on occasion)
- Fully stocked kitchen with a variety of snacks and beverages.
- Company-funded lunches on a frequent basis.
- Team and family outings
- Competitive compensation
- Paid volunteer time.
- Paid vacation.
- Paid sick leave.
- Platinum health benefits.
- Dental Insurance.
- Life Insurance.
- Disability Insurance.
- Parking, mileage, and cell phone reimbursements.
- Client referral bonuses.