Service Desk Engineer, Tier 1

Instrument is a digitally native design and technology company built to help brands unlock their full potential. Since 2005, our ~250 team of makers, thinkers, and storytellers has partnered with leading brands like Google, Nike, Uber, ŌURA, and Eventbrite to craft digital experiences that create impact and drive results.

Unlike traditional agencies, we don’t just design—we build. Our work lives at the intersection of taste and technology, powered by curiosity, thoughtful curation, and a commitment to delivering the most fitting solution for every brief. We bring this to life across three core offerings:
Brand, Marketing, and Product.

We’re a hands-on, highly collaborative team of multi-hyphenates who move fast from idea to execution. With offices in Portland and NYC and a distributed team across the U.S. and Europe, we scale for big moments and stay nimble for the quick ones—always building teams around the unique needs of each project.

We’re a place for people who never stop learning—those excited to stretch their craft, experiment with new tools, and grow through collaboration. We believe great work comes from a mix of perspectives—people with different paths, passions, and lived experiences.

We’re proud to be an equal opportunity workplace, supporting diversity and providing reasonable accommodations so everyone can do their best work. We believe great work comes from a mix of perspectives—people with different paths, passions, and lived experiences. Come join us and help shape what’s next.

Instrument is seeking a Service Desk Engineer to support our growing agency needs. You’ll work from our beautiful Portland office in the bustling Northwest neighborhood in Portland, Oregon to provide exceptional IT customer support.

Although this role is supporting Instrument directly, the role will sit within our parent holding company, Stagwell. Stagwell is one of the most influential marketing and communications networks in the world. With 12,000+ specialists in 24 countries, we harness the power of culture-moving creativity to build brand distinction and unique value across the entire marketing ecosystem. By leveraging technology, data analytics, insights and strategic consulting solutions, Stagwell drives creative excellence, business growth and measurable return on marketing investment for 1700+ clients worldwide.

This mid level 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 Fresh Service 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.

• Strong understanding of both macOS X and Windows Operating Systems
• Computer management using tools such as JAMF, Intune, Kaseya, Team Viewer
• Experience managing many of the following products:
  Google Workspace, Office 365, MacOS and assorted Apple hardware, Atlassian Suite:
  Confluence, JIRA Software, Box, Okta, Fresh Service, ESET, Proofpoint

• Minimum of two (2)…