Tier II Helpdesk Technician

Pacific Office Automation•Beaverton, OR

55d•Onsite

About The Position

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 salesservice 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 Position Join POAs 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 Were 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

Requirements

Associates degree Bachelors degree preferred
2 4 years of helpdesk experience or working with a helpdesk or IT provider
Good understanding of Windows Server environments SBS2003 2008 R2 & 2012
Good knowledge of networking protocols and concepts VPN Routing Ports TCPIP Network analysis tools
Knowledge and hands on experience providing support to users using Windows 7 Windows 8 and other mainstream Microsoft applications

Nice To Haves

Previous experience in managed IT services
A Network MCP and other relevant certifications

Responsibilities

Diagnose computer errors and triage to determine the urgency of issues
Install configure and upgrade PC software and operating systems
Facilitate Onsite and escalation support activities
Repair computer hardware such as keyboards and printers
Provide technical support over the phone or Web to end users clients
Use remote support software to take control of end users computers to troubleshoot diagnose and resolve issues
Setup new user and email accounts
Assist end users with password changes
Setup email on Computers and Mobile devices
Install printers and Software on Client PCs
Document Resolution steps for closed tickets and notes for escalations
Create and maintain documentation about customer networks
Escalate to higher tier support to resolve customer issues within SLA
Create and maintain documentation about Customer networks
Troubleshoot software hardware and network issues