Service Desk Engineer

Instrument is a digital product and brand experience agency of more than 400 talented people on a dozen different teams, each focused on particular clients and dedicated to producing best-in-class work. We’re seeking a Service Desk Engineer to support our growing agency needs. You’ll work from our beautiful Portland office in the bustling Williams neighborhood in Portland, Oregon to provide exceptional IT customer support.

 Although this role is supporting Instrument directly, the role will sit within our parent company, Stagwell. Stagwell is one of the most influential marketing and communications networks in the world. With 10,000+ specialists in 24 countries, with a roster of some of the world’s most impactful creative agencies. If you are seeking an opportunity to grow your career and join our service desk engineer team, we’d love to meet you.

This position will be responsible for providing onsite and remote technical assistance and support related to Apple (and sometimes Windows) hardware, software, SaaS services, network, operating system, printing, and Internet access problems for our employees. 

• Serve as the first point of contact for Instrument/Stagwell employees seeking technical assistance via FreshService in a timely manner and in line with SLAs
• Respond to and diagnose problems through discussions with users; includes problem recognition, research, isolation, and resolution steps
• Troubleshoot and escalate incidents to Senior Service Desk Engineers or Direct Manager as needed
• Work alongside our Service Center and Senior Service Desk team to ensure policies and guidelines are followed
• Supports the Instrument employee experience as a knowledgeable and trusted IT teammate with a customer service mindset
• Provide remote and onsite technical assistance for issues related to computers, software, SaaS and office-specific equipment/hardware (conference rooms, printers, servers, networks, etc)
• Support employee onboarding/offboarding tasks
• Support with IT Operational projects, as needed
• Build and maintain the IT Knowledgebase
• Partners with and learns from domain expertise within the Stagwell CORE IT global

• Strong understanding of both macOS X and Windows Operating Systems
• Computer management using tools such as JAMF, Intune, Kaseya, TeamViewer
• Experience managing many of the following products: Google Workspace & O365, macOS and assorted Apple hardware, Atlassian Suite: Confluence, JIRA Software, Jamf, Okta, FreshService, Sophos, Mimecast+
• Minimum of two (2) years prior experience with providing technical support for large organizations
• Strong customer service orientation and a background with customer service preferred
• Highly self motivated and directed, strong organizational skills with keen attention to detail
• Strong relationship building, communication, and team collaboration skills
• Comfortable communicating ideas using both technical and user-friendly language
• Ability to adapt to changing priorities and critical situations
• Ability to prioritize and execute tasks in a high-pressure environment
• Motivated by working in a team-oriented, collaborative environment