Senior IT Service Desk Specialist

Job Description

Job Description

COMPANY OVERVIEW:

CREO Industrial Arts is a custom fabricator that has been producing high-end architectural products for over 40 years. We execute the vision of the world’s finest architects, experiential graphics designers, landscape architects, and exhibit designers, producing extremely high fit and finish custom products for a wide variety of venues.

From the smallest, most detailed piece to large, multi-story structures, CREO does it all. Every project is different, but what they all have in common is the sophistication of the design and the industry’s highest standard of quality.

Job Summary:

The Senior IT Service Desk Specialist is a hands-on role responsible for delivering high-quality technical support and assistance to enterprise team members via Teams, phone, email, and in person. This position provides expertise in Service Desk operations, end-user computing, network support, infrastructure maintenance, and IT systems administration. The role supports the configuration, deployment, troubleshooting, monitoring, and maintenance of IT systems and solutions across two locations (CREO, WA & SEG Services, Portland, Oregon) while ensuring a secure, stable, and efficient technology environment.

Essential Duties and Responsibilities:

• Provide first and second-tier technical support for on-prem & remote users using diagnostic troubleshooting techniques as it relates to hardware, software, network and security.
• Configure and support user account accessibility, including password resets, Microsoft Authenticator, MFA setup, licensing, and permissions management.
• Support hardware and software systems related to Microsoft 365 applications, Windows operating systems, end-user devices, and basic network connectivity issues.
• Install, configure, image, deploy, maintain, and troubleshoot laptops, desktops, workstations, kiosks, printers, copiers, mobile devices, and related hardware.
• Provide support for business applications including but not limited to Microsoft 365, Teams, design software (Bluebeam, SolidWorks, Adobe Creative Suite).
• Perform onboarding and offboarding activities, including account management, licensing, endpoint procurement, deployment, and access provisioning/deprovisioning using service desk solution.
• Maintain accurate hardware, software, licensing, and asset inventory records using service desk solution.
• Record incidents, requests, resolutions, and knowledgebase documentation within the Service Desk platform.
• Collaborate with internal IT teams, vendors, MSPs, and external providers on support issues and small-scale projects.
• Assist Network & Security MSP with local network firewall administration (including firmware updates, configuration support) and maintenance for network switches, wireless infrastructure and VPN (setup, installation, configuration, and user connectivity support).
• Support IT security initiatives including Windows upgrades, SSO implementation, and patch management and respond to incidents in a timely manner.
• Support endpoint security and monitoring tools, including antivirus managed detection and response (MDR), and system monitoring solutions.
• Assist Infrastructure lead with server patching, firmware updates, monitoring for physical and virtual environments, backup validation, file restoration, and disaster recovery support activities.
• Support UPS (Uninterrupted Power Supply) systems and assist with monitoring, maintenance coordination, and battery replacement activities.
• Work with ISPs and telecommunications vendors to troubleshoot outages, support escalations, and maintain service continuity.
• Assist with phone system provisioning and vendor coordination.
• Coordinate maintenance notifications, change management protocols, and service requests in accordance with IT best practices.
• Identify, document, and recommend process improvements and operational efficiencies.

Qualifications & Required Skills:

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred. Certifications in Cisco, Palo Alto, Microsoft technologies, a plus

• 3-5 years of relevant experience supporting End User Computing and Service Desk operations.

• Occasional Travel to Portland, Oregon

• Technical Skills: Demonstrated experience with the following:

  1. MS Office products
  • O365 administration, email, Teams, MFA, Licensing
  • MS Excel and Visio, installation and configuration
  • Excel Macro configuration and operation
  • Pivot tables creation, a plus
  1. Systems/Software
  • Microsoft Windows Server(s) 2016, 2019, 2022 & Workstations
  • Apple macOS and iPadOS environments
  • Windows Installation, setup, command shell (PowerShell Scripting, a plus), .NET services, Imaging & deployment
  • Anti-virus (Sophos or equivalent)
  • Threat prevention (Vectra AI or equivalent)
  • Email Protection (Mimecast or equivalent)
  • Monitoring software (Solarwinds, Site 24x7, Lansweeper, Dameware, RDP, WireShark).
  • Imaging software (SmartDeploy or equivalent)
  • Help Desk solution (Solarwinds or equivalent)
  • Design Software (Adobe Creative Suite, Bluebeam, and SolidWorks)
  • Back up & Recovery Systems (Cohesity, or equivalent)
  • Storage Systems (Synology, or equivalent)
  • Virtualization (VMWare, Hyper-V or equivalent)
  1. Networking concepts
     • Client software configuration and troubleshooting
     • Directory Services (eg. Windows Active Directory)
     • Internet Protocols (eg. DNS, SMTP, SSL)
     • Network types (i.e. LAN, WAN, ISP, VLAN, DMZ, etc.)
     • VPN (Palo Alto Global Protect or equivalent)
     • Firewall (Palo Alto or equivalent)
     • Network Switches (Ubiquity, Cisco or equivalent)

COMPANY SALARY/BENEFITS:

CREO offers a great career growth culture, competitive salary, holidays, vacation, comprehensive benefits including medical, dental, vision, life, AD&D, LTD coverage, and a 401(k) plan.

If this position sounds like a perfect fit for you Apply Today!

CREO provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.