IT Help Desk Technician II

Tec Equipment - Portland, OR

Full-time - Mid Level

Portland, OR

11-50 employees

Motor Vehicle and Parts Dealers

About the position

The IT Help Desk Technician II position at TEC Equipment, Inc. is designed to provide advanced technical support across all company locations. This role involves troubleshooting and resolving complex technical issues in a Windows-based environment, mentoring Tier 1 Help Desk staff, and participating in the deployment of new technologies. The ideal candidate will possess strong customer service skills, technical expertise, and the ability to manage multiple projects in a fast-paced setting.

Responsibilities

• Maintain high level of customer service excellence to all internal customers.
• Resolve, perform solutions analysis, and document all Tier 2 requests, incidents and resolutions.
• Produce preventive measures to reduce inbound request volume.
• Analyze complex business and technical problems; build proactive solutions to avoid recurring requests.
• Windows Server system administration.
• Participate in the evaluation, deployment and management of new technologies.
• Consistently demonstrate initiative and commitment to optimizing systems and processes.
• Consult with IT Management on new business systems and software packages.
• Mentor Tier 1 staff to build knowledge and skill set on routine system access requests and troubleshooting steps.
• Review and identification of issues in application, event, and security logs.
• Work with vendors to resolve failures and warranty replacements.
• Monitor systems using tools and automated tasks to detect and resolve related outages.
• Troubleshoot, triage, and resolve server issues to resolution.
• Develop and maintain documentation regarding system configurations, operating procedures, and related service records.

Requirements

• Bachelor's degree in information systems, technology, or computer science.
• Minimum five years of Tier 2 Service Desk or Systems Administration experience supporting 1,000+ users.
• Strong knowledge of Active Directory best practices in midsize network environments.
• Experience using and managing ticketing systems.
• Expert experience in iOS, Android, and strong MDM experience; AirWatch a plus.
• In-depth understanding of networking - routing, subnets, DHCP, UDP, TCP, IP, and VLANs.
• Strong ability to solve problems and articulate solutions.
• Ability to proofread numerical and text data.
• Ability to communicate positively, professionally, and effectively to all stakeholders, both orally and in writing.
• Ability to control multiple projects and priorities with careful time management and minimal supervision.
• Project planning skills, report writing, and documentation.