Help Desk Technician II (Onsite)

Clark Pacific; Coolidge (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Medical FSA

Dependent Care FSA

Employer-paid life insurance

Voluntary ancillary benefits (critical

Illness, group accident, hospital

401k matching

Job summary

Clark Pacific is seeking an IT Help Desk Technician II to be the lead contact for end users, providing timely support and maintenance for end-user computing environments. You will mentor junior technicians and collaborate with the IT Manager to shape strategy for installing, diagnosing, and upgrading endpoints.

Ideal candidates have a MIS/CS degree or related experience, 4+ years in IT help desk, and relevant certifications. Strong communication and leadership potential are essential.

Qualifications

• Bachelor's degree in MIS or Computer Science or equivalent experience.
• Minimum 4 years in IT Help Desk Support.

Responsibilities

• Serve as lead point of contact for end users to receive support and maintenance.
• Coach and mentor first level technicians and collaborate with IT Manager on strategy for device lifecycle.
• Troubleshoot hardware/software issues via in-person, remote, phone, or chat and document incidents.

Skills

Exceptional communication

Mentoring

Collaboration

Attention to detail

Organization

Problem solving

Escalation management

Leadership potential

Excel

Office Suite

Education

Bachelor's degree in MIS or Computer Science

Tools

MS Intune

Entra ID

ChatGPT

M365

SharePoint

Revit

Tekla

Viewpoint

Bluebeam

AutoCAD

Job description

The IT Help Desk Technician II's role is to be the lead point of contact for end users to receive support and maintenance within the organization's end-user computing environment. The Technician II provides coaching and mentorship to first level technicians and works with the IT Manager to establish strategy for installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment to ensure optimal workstation performance. They will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

Reasonable accommodations may be made to enable qualified individuals to perform the essential functions.

• Exercise a high level of professionalism and confidentiality when working with staff, projects and proprietary information.
• Assist in developing strategy, process and procedures for managing hardware and software environments.
• Conduct research and make recommendations on hardware and software products.
• Record, track and document IT service incidents; resolve incidents per established Service Level Agreements.
• Provide proactive support to Clark Pacific employees to ensure optimal working of the hardware and software and provide coaching on best practices.
• Support implementation of new computers, hardware projects and hardware installations.
• Install pre-packaged software as needed and perform updates to software releases.
• Knowledgeable of tools available for diagnostic and performance of hardware. Perform hands‑on fixes at the desktop level when remote tools are not appropriate.
• Work with third‑party support and PC equipment vendors as required.
• Follow defined process for on‑boarding and off‑boarding employees.
• Contribute to technician knowledge base and create help sheets for users.

Skills & Abilities:

• Exceptional communication skills, both written and verbal, as well as the ability to effectively listen and engage with all levels of the organization.
• Ability to build strong relationships and engage and motivate teams representing diverse backgrounds and viewpoints; exceptionally collaborative.
• Demonstrated experience coaching and mentoring.
• Ability to maintain attentiveness to detail and accuracy throughout involvement in multiple projects without losing sight of goals and deadlines.
• Excellent organization skills to drive topics with multiple stakeholders/interests.
• Problem solving skills that aim to remedy and prevent reoccurrence.
• Comfortable escalating issues while maintaining positive relationships with team members and other organizations.
• Passionate about Clark Pacific's vision and mission; able to promote, demonstrate, and communicate the mission, values and core competencies of Clark Pacific to others.
• Able to exercise appropriate discretion when handling confidential and/or sensitive information.
• Display willingness and interest in stepping up into greater leadership role if the situation requires or the opportunity presents itself.
• Proficient with Microsoft Excel, and Microsoft Office Suite programs.

Experience & Education

• Bachelor's degree in MIS or Computer Science or equivalent experience is required.
• Minimum 4 years in IT Help Desk Support is required.
• CompTIA A+, Security+, Network+, Azure fundamentals, ITIL foundation or other specialized and applicable certifications are strongly desired.
• Experience with desktop and server operating systems, MS Intune, Entra ID, ChatGPT, and M365 is required.
• Extensive application support experience of Microsoft Office, SharePoint is required.
• Experience administering Revit, Tekla, Viewpoint, Bluebeam, AutoCAD, and other applications used in construction strongly desired.

Core Values:

• Determination: Meet challenges head‑on!
• Innovation: Always look for better!
• Well‑Being: Seek the success, health, and happiness of all!
• Health, Dental, and Vision Insurance
• Medical FSA
• Dependent Care FSA
• Employer‑paid life insurance
• Voluntary ancillary benefits including critical illness, group accident insurance, group hospital insurance, pet insurance
• 401k matching: 100 percent of the first 3 percent, then 50 percent of the next 2 percent

Benefits will be subject to a waiting period.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.