Job Description

Service Desk Lead

Fairview, OR - Onsite

Hours: 5:30AM-2PM M-F

Role Overview

This position is responsible for providing daily technical assistance to employees throughout North America, serving as a bridge between the technology group and other areas of the organization. The main goal is to deliver excellent support for users, drive improvements, foster engagement across departments, and ensure technology initiatives are in line with organizational objectives.

Support duties cover hardware setup, software configuration, and user account tasks. Assistance with key business software (including specialized tools and various online platforms) is also required.

Acting as a point of contact between tech teams and other business units, this individual reviews support patterns, suggests enhancements, and encourages a reliable, customer-focused technology environment.

Key Responsibilities

System Oversight (30%)

• Maintain the platform for technical support requests, handling queue coordination, access control, uptime, and user interactions to provide outstanding IT support throughout the organization.
• Oversee internal collaboration, knowledge bases, and training tools related to technology.
• Ensure integration with other company software and systems.
• Maintain and monitor IT equipment and asset records.

Operational Support (30%)

• Deliver consistent, high-quality assistance to both local and remote team members.
• Develop clear guidelines for communication with staff and stakeholders.
• Address support requests and resolve incidents in accordance with organizational standards, working alongside other groups if necessary.
• Manage escalated issues and oversee workplace technology resources, licenses, and user records.
• Help develop and update documentation of available IT services.
• Follow industry best practices, organizational policies, and security protocols.

Reporting & Analysis (20%)

• Set up and maintain metrics and reporting methods for the helpdesk.
• Share regular updates on technical support performance, satisfaction levels, and issues with relevant parties.
• Track and analyze patterns in incidents and apply approaches to refine processes and boost efficiency.

Quality & Improvement (10%)

• Strive to ensure support is dependable and rooted in strong service principles.
• Spot areas for improved solutions, either by automating workflows or streamlining procedures.
• Document troubleshooting steps, educate colleagues as needed, and stay up-to-date on industry trends.

Leadership Support (10%)

• Assist with meetings, planning, budgeting, and resource allocation for the leadership team.
• Work with external vendors to enhance performance and participate in tech-related projects.

Requirements

Success in this role requires the ability to perform duties efficiently and safely while reflecting company values. Reasonable support is available for individuals needing accommodations.

• Bachelor’s degree in a relevant technical discipline or equivalent training/certification.
• At least three years’ experience in hands-on support or technical helpdesk roles within a structured environment.
• Industry certifications are preferred (e.g., Microsoft, CompTIA).
• Familiarity with ITIL concepts and practical experience in following these standards.
• Strong communication skills, both in writing and verbally, and confidence when working with users of different experience levels.
• Skills in Microsoft environments, office productivity platforms, networking basics, and core business software.
• Knowledge of analytical tools for reporting, dashboards, and measuring support effectiveness.
• Excellent troubleshooting and analytical abilities.
• Ability to research and resolve challenging technical problems.
• Quick to learn and adjust as technology and business needs change.
• Comfortable juggling multiple priorities, working independently, or within a team.
• Commitment to continuous improvement and customer service quality.

Work Environment

Work is mainly done in a comfortable, indoor office setting, with occasional visits to areas outside the office that may not be climate-controlled.

This is a full-time, on-site role, generally scheduled during regular business hours. Occasional overtime, evenings, weekends, or longer shifts may be requested to meet operational needs.

Travel to other workplaces in North America is rare but may be requested, requiring flexibility for both air and road journeys.

There may be times when deadlines are tight and priorities conflict; support from on-site leadership is offered, and situations should be managed professionally to meet objectives and maintain high standards of service.

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