Help Desk Technician

2 weeks ago

Portland, Oregon, United States Pacific Office Automation Full time
Job Title: Tier III Help Desk Technician

Pacific Office Automation is a leading provider of document imaging and technology solutions, with over 40 years of experience in office equipment and technology sales/service. We are seeking a highly skilled and experienced Tier III Help Desk Technician to join our team in Beaverton, OR.

Job Summary

The Tier III Help Desk Technician is the final point of escalation for technical support, responsible for resolving highly complex issues involving server and network escalations for our clients. As a key member of our IT team, you will interact with clients and third-party vendors to troubleshoot advanced software, hardware, and network issues, demonstrating exceptional critical thinking, systems analysis, and breadth of technology capabilities.

Key Responsibilities
  • Work within the enterprise ticketing system to manage and resolve technical issues
  • Manage personal workflow to ensure efficient operations and meet productivity standards
  • Document all activities and resolutions in a clear and concise manner
  • Troubleshoot advanced software, hardware, and network issues, including setup and configuration of new user and email accounts
  • Collaborate with the backup team to restore customer data as needed
  • Escalate issues to Tier 4 as necessary and track progress until resolution
  • Mentor and aid in training Tier 1 and 2 technicians
  • Provide technical support over the phone or web to end-users, using remote support software to troubleshoot and diagnose issues
Requirements
  • 5+ years of MSP experience and 7+ years of IT experience
  • Associate's or Bachelor's degree in a related field
  • MCSE (or MCITP) certification
  • CISP/CCNA/CCNP certification
  • Network+ or A+ certification
  • Knowledge and hands-on experience providing technical support to users using Windows 7, Windows 8, and other mainstream Microsoft applications
Benefits
  • Advancement and growth into leadership roles
  • Team-player environment
  • Medical/Dental/Vision/Life insurance plans
  • Matched 401k
  • PTO, Vacation, Sick Leave
  • FSA/HSA Programs

Pacific Office Automation is an equal employment opportunity employer, committed to diversity and inclusion. We celebrate our employees' differences and believe that diversity makes us stronger.

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