Tier II Helpdesk Technician

Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX & HI With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.PositionJoin POA's dynamic and growing IT team! We are looking for a Tier II Help Desk Technician at our office in Beaverton, OR. The Tier II Help Desk Technician serves as our first line of IT support to all our clients.We’re looking for someone with excellent judgment skills to be able to properly evaluate situations and gather vital information from our clients. If you have 2-4 years of help desk experience, excellent communication skills, a good understanding of common computer hardware and productivity software applications, we want to talk to you!Essential Job DutiesDiagnose computer errors and triage to determine the urgency of issuesInstall, configure and upgrade PC software and operating systemsFacilitate Onsite and escalation support activitiesRepair computer hardware, such as keyboards and printersProvide technical support over the phone or Web to end users /clientsUse remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issuesSetup new user and email accountsAssist end-users with password changesSetup email on Computers and Mobile devicesInstall printers and Software on Client PCsDocument Resolution steps for closed tickets and notes for escalationsCreate and maintain documentation about customer networksEscalate to higher tier support to resolve customer issues within SLACreate and maintain documentation about Customer networksTroubleshoot software, hardware, and network issuesQualificationsAssociate’s degree (Bachelor’s degree preferred)2-4 years of helpdesk experience or working with a helpdesk or IT providerGood understanding of Windows Server environments (SBS,2003, 2008 R2 & 2012)Good knowledge of networking protocols and concepts (VPN, Routing, Ports, TCP/IP, Network analysis tools)Knowledge and hands-on experience providing support to users using Windows 7, Windows 8, and other mainstream Microsoft applicationsPreferred QualificationsPrevious experience in managed IT servicesA+, Network+, MCP, and other relevant certificationsBenefitsAdvancement and growth into leadership rolesTeam-player environmentMedical/Dental/Vision/Life insurance plansMatched 401kPTO, Vacation, Sick LeaveFSA/HSA Programs$22-$29/hr DOEOur Commitment to Diversity and InclusionPacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.