Instrument ยท 21 hours ago
Service Desk Engineer, Tier 1
Portland, Oregon
Full-time
Hybrid
Entry, Mid Level
$50K/yr - $60K/yr
2+ years expInstrument is a digital product and brand experience agency seeking a Service Desk Engineer to support their growing agency needs. The role involves providing onsite and remote technical assistance for Apple and Windows hardware, software, and network issues, while ensuring a positive employee experience through effective IT support.
AdvertisingCreative AgencyMarketing
Responsibilities
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 team
Join the team in-office five days a week to stay closely connected with colleagues and projects
Qualification
Required
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
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, Office 365, MacOS and assorted Apple hardware, Atlassian Suite: Confluence, JIRA Software, Box, Okta, FreshService, ESET, Proofpoint
Preferred
Strong customer service orientation and a background with customer service preferred
Certifications and continuing education are preferred but not required
Company
Instrument
Instrument is a marketing and advertising company offering web development and brand marketing services.
201-500 employees
H1B Sponsorship
Instrument has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (4)
2023 (2)
2022 (4)
2021 (6)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
unknown2018-04-02Acquired
Leadership Team
Kara Place
CEO
Laurel Burton
Chief Executive Officer
Recent News
2025-10-10
2025-05-10
Company data provided by crunchbase