Tier II Helpdesk Technician

Join to apply for the Tier II Helpdesk Technician role at Pacific Office Automation

Pacific Office Automation is the largest independently‑owned document imaging and technology dealer in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, , CO, TX & HI. With over 40 years of success in office equipment and technology sales/service, 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.

Join POA’s dynamic and growing IT team! We are looking for a Tier II Help Desk Technician at our office in Beaverton, OR. The Tier II Help Desk Technician serves as our first line of IT support to all our clients.

We’re looking for someone with excellent judgment skills to be able to properly evaluate situations and gather vital information from our clients. If you have 2‑4 years of help desk experience, excellent communication skills, and a good understanding of common computer hardware and productivity software applications, we want to talk to you!

• Diagnose computer errors and triage to determine the urgency of issues
• Install, configure and upgrade PC software and operating systems
• Facilitate onsite and escalation support activities
• Repair computer hardware, such as keyboards and printers
• Provide technical support over the phone or web to end users /clients
• Use remote support software to take control of end‑users computers to troubleshoot, diagnose and resolve issues
• Setup new user and email accounts
• Assist end‑users with password changes
• Setup email on computers and mobile devices
• Install printers and software on client PCs
• Document resolution steps for closed tickets and notes for escalations
• Create and maintain documentation about customer networks
• Escalate to higher tier support to resolve customer issues within SLA
• Troubleshoot software, hardware, and network issues

• Associate’s degree (Bachelor’s degree preferred)
• 2‑4 years of helpdesk experience or working with a helpdesk or IT provider
• Good understanding of Windows Server environments (SBS, 2003, 2008 R2 & 2012)
• Good knowledge of networking protocols and concepts (VPN, routing, ports, TCP/IP, network analysis tools)
• Knowledge and hands‑on experience providing support to users using Windows 7, Windows 8, and other mainstream Microsoft applications

• Previous experience in managed IT services
• A+, Network+, MCP, and other relevant certifications

• Advancement and growth into leadership roles
• Team‑player environment
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• PTO, Vacation, Sick Leave
• FSA/HSA Programs
• $22‑$29/hr DOE

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.

• Entry level

• Full‑time

• Information Technology
• Business Supplies & Equipment