Service Desk Technician

Service Desk Technician I

Department: IT Group

Employment Type: Full Time

Location: Clackamas

Reporting To: Kevin Jenson

At Pacific Seafood, we do more than just provide the world with the healthiest proteins on the planet. We are a family-owned, excellence-driven organization committed to being the brand of choice in the marketplace and the employer of choice in the community. We believe in servant leadership, investing in our team members’ personal and professional growth, and rewarding performance. We live by the core values of our Diamond Philosophy:
Teamwork, Productivity, Quality, and Excellence which means consistently doing your best and always striving to do better.
Summary:

The Service Desk Technician I at Pacific Seafood has a key role on our IT team supporting efforts to answer, evaluates, and prioritizes incoming requests for assistance from team members. This position involves helping team members experiencing problems with PCs, network printers, phone systems, and other computer-related technologies and is ideal for someone who is a self-starter and can work independently.

This position is required to participate in IT on-call rotation.

1. Service Desk Support:

• Aid team members through the Service Desk.
• Provide first-level technical support and troubleshooting assistance to end-users via phone, email, or chat.
• Support and maintain Active Directory.
• Continuously monitor ticket queues and quickly assign tickets to appropriate parties and follow up with users to ensure timely resolution and customer satisfaction.

2. System Configuration and Support:

• Document all support interactions, including details of the issue and resolution, in the ticketing system.
• Provide local and remote user support and training.
• Configure PCs - desktops and laptops.
• Configure, deploy, and support network printers.

3. Network Maintenance:

• Identify and elevate complex or unresolved issues to Tier 2 or Tier 3 support teams as needed.
• Basic first-level LAN/WAN troubleshooting.
• Maintain user passwords on AS/400 and Windows network.
• Assist in supporting and managing the phone system.

Additional responsibilities may be assigned as deemed necessary to support the overall goals and objectives of the position.

Required:

• High School Diploma
• Minimum of two years of experience supporting networked computers running Windows 10/11 and Microsoft 365 applications, including MS Outlook.
• Minimum of two years of experience in the setup and support of laptop and desktop hardware.
• Basic understanding of LAN/WAN.
• Valid driver’s license.

Preferred:

• Prior experience with AS/400 and/or phone support systems.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. While performing the duties of this job, the team member:

• Ability to maintain a stationary position 80% of the time, with intermittent walking, standing, bending, reaching, and/or crawling.
• Ability to move and transport documents, equipment, or other items weighing up to 50 pounds across various locations for different team members, departments, and events.
• Capable of occasional travel as required by duties, demonstrating efficiency and effectiveness in diverse locations.
• Capable of operating a computer and other office productivity machinery, including a calculator, copy machine, and printer.
• Capable of frequently communicating with team members and stakeholders, accurately conveying detailed or important spoken instructions.
• Capable of perceiving visuals for activities such as preparing and analyzing data and figures, transcribing, viewing a computer screen, and engaging in extensive reading.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Working Conditions:

The working environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. While performing the duties of this job, the team member is exposed to:

• Traditional office environment
• Standard office equipment…