IT Support Technician (Tier 2)

Unclassified - North Las Vegas, NV

Full-time - Entry Level

North Las Vegas, NV

About the position

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list. Pattern is the leader in global e-commerce and marketplace acceleration, headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, and the Middle East. Hundreds of global brands — including Bosch, Nestlé, Stance, TUMI, and Panasonic — rely on the company's e-commerce acceleration platform to grow their online sales on direct-to-consumer websites, online marketplaces, and other digital channels in more than 60 countries, all while managing fulfillment and logistics. With last year's revenue exceeding $1 Billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies by Inc. We place employee experience at the center of our business model and have been recognized as one of Newsweek's Global Most Loved Workplaces®. We need an IT Support Technician (Tier 2) to support the technical operations and employees located at our warehouse in Las Vegas, Nevada. Your role will ensure that client systems are running efficiently by performing updates and maintenance tasks on hardware and software and resolving technical problems. You will also provide technical support and guidance to end-users by following in-place IT policies and procedures. This is a full-time role and will work a fully in-office schedule based in Las Vegas, Nevada.

Responsibilities

• Respond to and resolve help desk requests through tickets, emails, chat, and phone calls.
• Properly escalate complex issues to the Senior IT team.
• Set up and remove accounts in compliance with IT policies and procedures.
• Provide technical support by utilizing remote desktop software, such as TeamViewer.
• Ensure security through established access controls and procedures.
• Troubleshoot networking hardware and internet connectivity.
• Troubleshoot hardware and software errors by running diagnostics, performing, and documenting resolutions.
• Resolve tickets quickly and efficiently to meet in-place SLA policies.
• Perform desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions.

Requirements

• Bachelor's degree in related field or an equivalent level of experience.
• 3-5 years of previous Help Desk support experience.
• Strong problem-solving and critical thinking abilities.
• Familiarity with Microsoft Office Suite, Windows, and MacOS operating systems.
• Experience with remote desktop support tools such as RDP or TeamViewer.
• Experience managing user accounts in Google Workspaces.
• Basic understanding of network principles.
• Ability to completely follow help desk and IT operations best practices such as security, storage, data protection, and disaster recovery protocols.
• IT industry certifications - preferred, but not required (A+, Sec+, Net+, MCSA).

Nice-to-haves

• IT industry certifications - preferred, but not required (A+, Sec+, Net+, MCSA).

Benefits

• Unlimited paid time off
• Dental insurance
• 401(k)
• Vision insurance
• Life insurance