IT Service Desk Support Tech with Security Clearance

Security Clearance required: Public Trust Cognosante is on a mission to transform our country''s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people''s lives today! Bonneville Power Administration (BPA) is a federal agency headquartered in Portland, OR, that markets wholesale electricity and transmission to the Pacific Northwest''s public and private utilities as well as to some large industries. BPA provides about half the electricity used in the Northwest and operates over three-fourths of the region''s high-voltage transmission. BPA''s service territory covers all of Washington, Oregon and Idaho, and western Montana, as well as small contiguous portions of California, Nevada, Utah, Wyoming, and eastern Montana. BPA''s wholesale customers include public utilities, public utility districts, municipal districts, public cooperatives, some investor-owned utilities, and a few large industries such as aluminum companies. BPA has contracted with EIS to transform their IT services to improve value to the business, provide a more efficient operation, and a better customer service experience for our clients at a reasonable cost. Job Description The IT Service Desk Support Tech will provide technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk Technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone or in person for a wide variety of hardware, software, and site-specific applications in an enterprise environment. Key Responsibilities * Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment. * Resolve or refer IT issues; Solve technical issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required. * Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group. * Manage hardware assets and track via asset management applications. * Track issues using a central incident management application. * Interpret IT client Operating System or server system and product issues and provide resolution when possible. * Troubleshoot and repair Desktop/Laptop and thin client, printer, and mobile device hardware. * Support peripheral devices (Printers, Smartphones, Scanners etc.). * Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients. * Run various diagnostic programs for troubleshooting or monitoring purposes. Required Qualifications * US Citizen able to pass a government background check. The BPA background check takes several weeks to process. Candidates cannot start work until these checks are completed. * Ability to travel between work locations in the Portland/Vancouver metro area. Also able to work remotely (GFE provided where needed) and on site. * 3+ years IT experience in an IT Service Desk, Tier 2 Enterprise Environment. Experience with technical writing and IT process documentation activities. * Experience with Microsoft SharePoint 2010 and 2016 * Intermediate Microsoft Office skills: Word, Excel, PowerPoint, etc. * Ability to adhere to formatting and QA standards for documentation * Ability to track work progress and self-manage a backlog of work * Strong knowledge of software and hardware troubleshooting methodologies. * Experienced in all facets of troubleshooting. * Ability to work effectively on a team, and to work independently with minimal supervision. Self-motivated. Driven to provide excellent customer service. * Ability to perform under pressure, and effectively manage and prioritize a backlog of tickets based on ITIL and ITSM best practices. * Strong interpersonal communication skills both written and oral. * The workday is an 8-hour shift Monday-Friday. Candidates that do not meet the required qualifications will not be considered. Cognosante will not provide sponsorship for employment-based immigration benefits for this position. Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws. Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., [Click Here to Email Your Resumé] or [Click Here to Email Your Resumé]) and not a commercial domain e-mail (e.g., [Click Here to Email Your Resumé] or [Click Here to Email Your Resumé]). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at . Thank you. Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Created: 2025-10-04