Position Description

Service Desk Technician
City Portland
Employment Duration Full time
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About Washington Companies and Washington Corporations:

The Washington Companies are a vibrant group of individual and independently operated companies in which Montana businessman Dennis R. Washington directly or indirectly holds significant ownership position. Each company displays a unique entrepreneurial spirit that is individually cultured and managed by professional management teams that are guided by separate Boards of Directors.

The Washington Companies have grown and diversified by focusing on core industries in six primary sectors: rail transportation, marine transportation, construction and mining, heavy equipment sales, aviation technology, and real estate development. All of the companies are privately and independently held. The Washington Companies are headquartered throughout the United States and western Canada and conduct business internationally.

Washington Corporations, headquartered in Missoula, Montana, provides central and administrative services to the Washington Companies. The company employs professionals in information technology, tax management, human resources, legal services, accounting, business development, communications, real estate management, aviation, travel, facilities, and hospitality.

Washington Corporations is seeking a full-time Service Desk Technician to join our dynamic and talented team. As a Service Desk Technician, your primary responsibility will be to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.


Position is located in Portand, Oregon – Travel to surrounding area will be required. Travel to Canada may be required.

Responsibilities and Technical Skills Required:

  • Field help desk calls and coordinate problem resolution
  • Learn and become proficient with core technologies
  • Support other IT project leads and team members in the support, testing and training of the user base on business applications.
  • Assist in software releases and roll-outs and communication to the end users.  Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Evaluate documented resolutions and help contribute to the resolutions library.  Develop help sheets and FAQ lists for end users.
  • Analyze trends for ways to prevent future problems and alert management to emerging trends in incidents.
  • Field incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end-user issues.

Business Skills Required:


Business Knowledge: The individual should have a working knowledge of all electronic devices.  Ability to be resourceful and innovative to quickly and creatively adapt to the changing landscape in Information Technology.


Executes/Results-Driven: Sets and conveys clear goals and monitors progress; is accessible and supports other team members; obtains results and adds value to the organization by making timely and sound decisions and influencing others.

Attention to Detail: A concern for ensuring accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency and track organizational measures.


Collaboration and Teamwork: Creates commitment to common goals; identifies competing interests and finds ways to balance them; values contributions of all team members and other constituencies; values team accomplishments over individual accomplishments; leverages others' strengths and experiences to achieve team goals; co-operates with colleagues and shares resources.


Client/Relationship Management: Establishes and builds relationships with clients. Applies knowledge to the business and provides personalized, value-added service. Demonstrates willingness to meet needs of clients by pursuing improved courses of action; delivers products and services that best serve client needs; uses client feedback as a basis for improving service and performs necessary follow-up work without being prompted.


Position Requirements:

  • Associate's degree in Computer Science, Information Systems or related field, or equivalent experience is preferred.
  • Two years’ experience in customer service is required. Experience in a technical support role is preferred.
  • Strong knowledge of system testing best practices and methodologies.
  • Exceptional oral and written communication
  • Working knowledge of ITIL
  • Good phone etiquette and the ability to diffuse agitated situations.
  • Expertise in Microsoft Office, Outlook, Word, Excel, PowerPoint
  • Basic hardware troubleshooting skills
  • Excellent customer service attitude
  • Ability to collaborate with a variety of personalities and skillsets, and improve the quality of IT processes, services and products
  • Excellent organizational abilities and customer service skills.
  • Ability to operate effectively and professionally under pressure
  • Self-motivated with a strong aptitude and desire to learn
  • Strong organizational and interpersonal skills
  • Desktop/laptop/network troubleshooting skills.