Help Desk Technician II (Onsite)

Clark Pacific • Coolidge, AZ

8d • Onsite

About The Position

The IT Help Desk Technician II is the lead point of contact for end users seeking support and maintenance within the organization’s end-user computing environment. The role provides coaching and mentorship to first-level technicians and works with the IT Manager to develop strategy for installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment to ensure optimal workstation performance. The Technician troubleshoots issues in person, using remote tools, by telephone, or via chat, and provides timely, accurate end-user assistance. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions.

The position requires professionalism and confidentiality when working with staff, projects, and proprietary information. It contributes to hardware and software processes, supports employees and technology implementations, documents and resolves service incidents, and assists with employee onboarding and offboarding. Clark Pacific’s stated core values are Determination, Innovation, and Well-Being. Benefits are subject to a waiting period.

Requirements

• Bachelor’s degree in MIS or Computer Science, or equivalent experience.
• At least 4 years of IT Help Desk Support experience.
• Experience with desktop and server operating systems, MS Intune, Entra ID, ChatGPT, and M365.
• Extensive application support experience with Microsoft Office and SharePoint.
• Exceptional written and verbal communication skills, including the ability to listen and engage effectively with all levels of the organization.
• Ability to build strong relationships and engage and motivate diverse teams; exceptionally collaborative.
• Demonstrated experience coaching and mentoring.
• Ability to maintain attention to detail and accuracy across multiple projects while keeping sight of goals and deadlines.
• Excellent organizational skills and ability to drive topics involving multiple stakeholders or interests.
• Problem-solving skills focused on remedies and preventing recurrence.
• Comfort escalating issues while maintaining positive relationships with team members and other organizations.
• Ability to promote, demonstrate, and communicate Clark Pacific’s mission, values, and core competencies.
• Discretion when handling confidential or sensitive information.
• Willingness to step into a greater leadership role when needed or when an opportunity arises.
• Proficiency with Microsoft Excel and Microsoft Office Suite programs.

Nice To Haves

• CompTIA A+, Security+, Network+, Azure Fundamentals, ITIL Foundation, or other specialized and applicable certifications are strongly desired.
• Experience administering Revit, Tekla, Viewpoint, Bluebeam, AutoCAD, and other applications used in construction is strongly desired.

Responsibilities

• Exercise professionalism and confidentiality when working with staff, projects, and proprietary information.
• Assist in developing strategy, processes, and procedures for managing hardware and software environments.
• Research hardware and software products and make recommendations.
• Record, track, and document IT service incidents, and resolve them in accordance with established Service Level Agreements.
• Provide proactive support to Clark Pacific employees to help ensure hardware and software work optimally, and coach users on best practices.
• Support implementation of new computers, hardware projects, and hardware installations.
• Install pre-packaged software as needed and perform software release updates.
• Use available tools to diagnose and assess hardware performance.
• Perform hands-on desktop-level fixes when remote tools are not appropriate.
• Work with third-party support providers and PC equipment vendors as required.
• Follow defined processes for employee onboarding and offboarding.
• Contribute to the technician knowledge base and create user help sheets.
• Coach and mentor first-level technicians.
• Work with the IT Manager on strategy for installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment.
• Troubleshoot issues in person, using remote tools, by telephone, or via chat, and provide timely and accurate end-user assistance.

Benefits

• Competitive compensation, paid weekly
• Health insurance
• Dental insurance
• Vision insurance
• Medical FSA
• Dependent Care FSA
• Employer-paid life insurance
• Voluntary ancillary benefits, including critical illness, group accident insurance, group hospital insurance, and pet insurance
• 401(k) matching: 100 percent of the first 3 percent, then 50 percent of the next 2 percent
• Benefits are subject to a waiting period.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level