IT Enterprise Technician 1-2 (Portland, OR) #112625

$52,600 - $71,200/Yr

PacificCorp - Portland, OR

Full-time - Entry Level

Portland, OR

Utilities

About the position

The IT Enterprise Technician 1-2 position at PacifiCorp is designed for customer-centric candidates who are committed to providing exceptional service and support in a technical environment. This role operates under limited supervision and involves providing technical expertise and guidance in addressing end-user hardware and software issues across various devices, including desktops, laptops, servers, peripherals, telecommunications, and mainframe systems. The technician will be responsible for responding to inquiries from end-users regarding technology issues, which includes recognizing incidents, conducting research, isolating problems, and following up on first and second-tier issues. In this role, the technician will utilize an incident management database and service desk systems to track and resolve issues efficiently. They will support a wide range of endpoint devices within the Berkshire Hathaway Energy network and assist in recommending modifications or configurations to systems to minimize user problems. Additionally, the technician will support and administer audio, video, and web conferencing tools, ensuring that employees have the necessary resources for effective communication. The position also involves participating in user testing, implementing solutions, creating documentation, and communicating relevant information to both the IT department and end-users. The technician will be expected to create and present various reports to management as requested, all while providing after-hours support and taking on additional responsibilities as assigned. For those applying for the IT Enterprise Technician 2 level, additional responsibilities include more advanced recommendations for system modifications and configurations, as well as a greater emphasis on supporting and administering conferencing tools and IT-related communications.

Responsibilities

• Responds to end-users' inquiries regarding technology issues, including incident recognition, research, isolation, and follow-up steps for first and second tier issues.
• Uses incident management database and service desk systems to track and resolve issues.
• Supports most endpoint devices of the Berkshire Hathaway Energy network.
• Assists in recommending systems modifications/configurations to reduce user problems.
• Assists in supporting and administering audio, video, and web conferencing.
• Provides IT-related employee communications to the company or affiliates.
• Participates in user testing, implementing, document creation, and communication for the IT department and end-users.
• Creates and presents various reports to management as requested under supervision.
• Provides after-hours support and performs any additional responsibilities as requested or assigned.

Requirements

• Associate degree in information technology, Computer Science, or equivalent work experience (typically two years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess an Associate's degree).
• A minimum of one year of additional direct related technical experience is required.
• Basic related experience and knowledge of client/server, network, mainframe, and applications environment.
• Microsoft certified systems administrator within 12 months of hire or equivalent work experience.
• Demonstrated aptitude in moderate problem solving.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to prioritize and handle multiple tasks and projects concurrently.
• Availability for on-call responsibilities on a rotating basis.

Nice-to-haves

• A minimum of three years of end user support experience in a client/server, network, mainframe, and applications environment.
• Strong customer service skills.

Benefits

• Health care
• Retirement
• Paid time off
• Tuition assistance
• Paid short-term and long-term disability
• Paid bereavement leave