IT Help Desk Technician II

IT Help Desk Technician II Req 2024-3347 Job Locations US-OR-Portland Category Information Technology Type Regular Full Time About Us Headquartered in Portland, Oregon, TEC has 30 locations from Seattle to San Diego to the Midwest, serving thousands of customers across Washington, Oregon, California, Nevada, Arizona, Nebraska, Iowa and South Dakota. TEC Equipment features Mack and Volvo heavy-duty trucks, Hino and Isuzu medium duty trucks, Wabash trailers and Cottrell auto transport trailers. We offer a large and desirable inventory of new Mack and Volvo heavy-duty trucks and all makes of used trucks. Our full-service line-up also features quality parts, state-of-the-art service, collision centers and fuel, leasing/rental, financing, and insurance. Our locations are authorized service centers for Mack, Volvo, Cummins, Meritor, Eaton and Fuller warranties. TEC truly offers the convenience of one-stop shopping for all trucking-related needs. Overview We have an opportunity for a Tier 2 Help Desk Technician to support all TEC locations. Candidate must possess technical talents with in-depth troubleshooting abilities with experience supporting a Windows based user environment. This position will serve as a technical advisor to Tier 1 Help Desk Technicians, leading a wide range of technical projects and acting as a general support specialist during periods of high volume requests. In addition to technical aptitude, candidates must be customer oriented, have strong communication and organizational skills and be able to work in a fast-paced environment. 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. Qualifications 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 10, iOS, Android, 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 Statements All offers of employment are contingent upon successful completion of all applicable screenings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Need help finding the right job? We can recommend jobs specifically for you Click here to get started.