Help Desk Technician II (Onsite)

Clark Pacific; Eloy (AZ); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

Medical FSA

Dependent Care FSA

Employer-paid life insurance

Voluntary benefits: critical illness,

Job summary

Clark Pacific is seeking an IT Help Desk Technician II to be the lead point of contact for end users. You will coach junior technicians and work with the IT Manager to deploy strategies for installing, diagnosing, repairing, and upgrading end-user devices to ensure peak workstation performance.

Responsibilities include hands-on troubleshooting, documenting incidents, and providing proactive user support. Strong communication and collaboration are essential to what we do at Clark Pacific.

Qualifications

• Bachelor's degree in MIS or Computer Science or equivalent experience.
• Minimum 4 years in IT Help Desk Support.
• CompTIA A+/Security+/Network+, Azure fundamentals, ITIL foundation desirable.
• Experience with desktop/server OS, MS Intune, Entra ID, ChatGPT, and M365 required.
• Extensive Office/SharePoint and construction software knowledge preferred.

Responsibilities

• Serve as lead point of contact for end users for support and maintenance.
• Coach and mentor first-level technicians; collaborate with IT Manager on strategy.
• Install, diagnose, repair, and upgrade end-user devices and software.
• Troubleshoot issues via in person, remote tools, phone or chat.
• Record and document IT service incidents; resolve per SLAs.
• Provide proactive support to maintain optimal workstation performance.
• Assist with hardware projects, installations, and new computer deployments.
• Create knowledge bases and user help sheets for self-service.

Skills

Excellent communication

Mentoring

Leadership potential

Attention to detail

Organization

Problem solving

Escalation management

Team collaboration

End-user support

Education

Bachelor's degree MIS or CS

4 years IT Help Desk experience

ITIL foundation or certifications

Tools

MS Intune

Entra ID

ChatGPT

M365

Office 365

SharePoint

Revit

Tekla

Viewpoint

Bluebeam

AutoCAD

MS Excel

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.