Tier III Helpdesk Technician

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 ten western states OR WA CA AZ NM NV UT ID CO & TX 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 We are seeking a Tier III Help Desk Technician for our office in Beaverton OR The Tier III Help Desk Technician is the last line of technical support for server and network escalations for our clients As a Tier III staff member you are the final point of escalation for the help desk You will be interacting with clients and third party vendors to resolve highly technical issues involving all aspects of our clients IT environment You should be able to demonstrate exceptional critical thinking systems analysis and breadth of technology capabilities along with excellent customer service skills Essential Job Duties Work within the enterprise ticketing systemManage personal workflow to ensure efficient operationsConscientious documentation of all activitiesTroubleshoot advanced software hardware and network issuesSetup new user and email accounts that did not succeedTroubleshoot advanced printer and Software issues on Client PCsTroubleshoot advanced networking issuesTroubleshoot Server down issuesTroubleshoot Hardwareserver alerts from InfrastructureDocument Resolution steps for closed tickets and notes for escalationsDocument new issues for Tier 2 in IT glueMonitor Backup systems and work with a backup team to restore customer data as neededEscalate to Tier four as needed continue to track and follow up on the issue until resolvedWork issues to resolutionMentor Tier 1 & 2Aid in training Tier 1 & 2Provide technical support over the phone or Web to end usersUse remote support software to take control of end users computers to troubleshoot diagnose and resolve issuesWork with TAMSales as needed to resolve issuesProvide root cause analysis as needed Qualifications 5 years of MSP experience and 7 years of IT experienceAssociates or Bachelors degreeMCSE or MCITPCISPCCNACCNPNetwork or A CertificationsKnowledge and hands on experience providing technical support to users using Windows 7 Windows 8 and other mainstream Microsoft applicationsBenefits Advancement and growth into leadership rolesTeam player environmentMedicalDentalVisionLife insurance plansMatched 401kPTO Vacation Sick LeaveFSAHSA ProgramsOur Commitment to Diversity and Inclusion Pacific Office Automation is proud to be an equal employment opportunity employer All qualified applicants will receive consideration for employment without regard to race color national origin ancestry gender sexual orientation gender expression or identity age religion veteran status or any other characteristic protected by law We celebrate our employees differences because we know that diversity makes us stronger LI Onsite