Senior IT Service Technician

1 month ago

Portland, United States Portland Internetworks Full time

We're looking for a new team member and guess what? It's your lucky day: we're looking for a Senior IT Service Technician

Founded in 1997, Portland Internetworks offers managed IT services, telecommunications services, and consulting for the Portland metro area and beyond-basically, we help businesses stay connected in every possible sense.

Yes, this is seven times better than getting a gaming rig for your birthday.

So, what does this Senior IT Service Technician do?
One of your primary responsibilities will be to help the team with traditional help desk duties to support some of our best clients. Actually, all of our clients are our best clients. On a regular basis, you'll be on the front line of support, where you'll be responsible for the remote service needs of our clients. This relates to all technology, including workstations, servers, cloud, printers, networks, and vendor-specific technologies. Basically, doing all the ninja things necessary to keep our clients online through rain and shine.

A Senior IT technician is also the field technician when an onsite visit is necessary. These visits could involve desk-side support, installation of printers, scanners, or UPS Battery backups. Senior IT Technicians also perform smart hands support for our remote engineers working on servers, firewalls, switches, or other core infrastructure. You'll need to document the work performed accurately and in a timely manner. Mostly, you get to support and help deploy all the cool technology that the other kids only dream about

You'll need stellar mid-level IT skills, the capability to blaze through service issues remotely and in the field like a hot knife through a delicious, glazed doughnut, and a personality that people love to be around. Our growing team of techs responds to both managed services and hourly service tickets, so you'll need good interpersonal and technical communication skills, attention to detail, and an awesome attitude. We need you to be open to ideas and add your own brainy contributions to the team; we offer a fun, engaging, supportive environment in which your enthusiasm can thrive.

Does this sound like you so far? Okay, good. Read on.

Primary duties:

  • Act as the first line of defense when problems arise for our clients. Greeting them on the phone, by email, chat support, or in person at our inner NE Portland office.
  • Handle escalations from level one technicians.
  • Troubleshoot and repair desktop hardware and software.
  • Provide on-site assistance as necessary to our team deploying desktops, servers, routers, switches, and much more.
  • Document client requests and gather other technical information
  • Travel to client sites to perform work (you will need your own vehicle)
  • Work with our Dispatcher to maintain efficient schedules and time utilization
  • Work with our Client Account Managers and Service Manager to consistently serve beyond client expectations
  • Document work and track time thoroughly and accurately
  • Communicate effectively within the Service, Sales, and Administration Team
  • Be an organized self-starter who shows up every single day, on time, and ready to succeed
  • Actively participate and contribute to team and company meetings
  • Work occasional nights and/or weekends when we do service-affecting work to minimize client downtime during business hours
Required qualifications:
  • Strong and demonstrable verbal and written communication skills
  • Extraordinary and demonstrable attention to detail
  • Ability to follow directions and policies precisely
  • Superior knowledge and/or experience in the following technologies:
  • Microsoft Desktop Operating Systems
  • Microsoft Office Applications
  • Smartphones/Mobile Devices -- Especially iPhone/iPad or Android
We require this Senior IT Service Technician position to hold a Network+ certification no later than 6 months from the date of employment (and we'll help you get there). Recent similar CompTIA/Cisco/Microsoft/Apple certifications (e.g. A+, MTA, ACTP) may be accepted as substitutes.

And we'll love you all the more with experience and/or certifications in the following technologies:
  • Cisco route / switch / firewall
  • Microsoft M365
  • Microsoft Azure
  • Microsoft Desktop OS
  • Apple OS
  • Any flavor of Linux
About the work environment...

Most of our team members are based at our inner Northeast Portland office, which has an open, collaborative vibe.Every team member gets new, high-quality computing and communications gear that'll stand up to the work you need to perform. (So don't worry, you won't get stuck with a computer built the year you graduated high school.) You'll get all the tools you'll need to do a stellar job.

Sometimes, you'll have to be a good sport about things like carrying heavy items, crawling under office furniture, negotiate step ladders, etc. to do your job. We try to keep average hours to 40/week, but sometimes we must respond to client emergencies or perform work outside our usual hours. You'll be added to an on-call rotation and may have to work the occasional weekend, evening, or overtime hours.

Sometimes, itisall fun and games.

Our employees have good things to say about working here. We plan a variety of company activities like Portland Winterhawks games and "off-campus" activities like trivia, bocce ball, bowling, and field trips to our client's cool businesses. We have employee-led "Lunch and Learns" on a range of topics, from juggling to gardening to kombucha brewing. We also have a great annual holiday celebration and a summer camping trip where hilarity achieves legendary status. And most importantly, we pride ourselves as a company with excellent camaraderie.

Check out the culture section of our website and our Facebook page for a look at our shenanigans.

What compensation can you expect?

This is a full-time position. Portland Internetworks offers a full compensation package including health and retirement benefits.

You can expect:
  • Competitive salary plus the incentive-based bonuses
  • Industry leading number of Paid Time Off (PTO) Days
  • Rich and flexible medical/dental benefits including Health Savings Plan or PPO options
  • 401(k) tax-deferred savings plan with employer matching and discretionary profit sharing
  • Bereavement Leave, New Parent Leave, Family/Medical Leave
  • Quarterly Paid Volunteer Time Off (VTO)
  • Certification/Continuing Education benefits
  • Computer and Network Hardware and Software purchase discounts
  • Long-Term Employee Retention Benefits
If you did a happy dance or got joyful goosebumps while reading this posting, it's time to send your resume and cover letter

Your cover letter must include:
  • A reference to the position of Senior IT Service Technician
  • A paragraph (or two) describing why you are especially well suited for this position
What to expect from our hiring process:
  • A quick one-way interview where you'll answer a few pre-selected interview questions. Totally easy and helps us see who is serious about working with our awesome team.
  • An in-person interview where we'll test your technical knowledge and attention to detail.
  • Criminal background check-we gotta do it. Peaceful protests from your hippie days are totally cool; serious offenses are probably not cool; overthrowing the evil dictator of a developing nation, probably cool.
  • We'llneed your driving history - if you have a history of dangerous driving, we may not beable to hire you. (Many of our jobs involve driving to client sites.)


Thanks for your interest in working here. We hope to meet you soon

We are committed to providing an inclusive and welcoming environment for all members of our team. Portland Internetworks does not and shall not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.

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