Helpdesk Technician (Tier 1)

Solutions iT USA; Portland (OR); Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Holidays

PTO

Job summary

Solutions iT, a Oregon-based IT services company, seeks an IT Technician to maintain customer networks and technology environments. This remote role offers occasional onsite projects; applicants must reside in the greater Portland, OR or Vancouver, WA area.

It is a full-time, non-exempt position reporting to the Service Manager. Responsibilities include user support via phone, remote sessions, and onsite visits, network troubleshooting, documentation, and collaboration with senior engineers.

Qualifications

• High school diploma or GED required.
• 1–4 years related IT networks/systems experience preferred.
• Experience working for a MSP is preferred.

Responsibilities

• Provide high-level customer service and problem solving.
• Support end-user customers via phone, remote session, and onsite as needed.
• Troubleshoot and maintain client networks, servers, and devices.
• Escalate tickets for fast resolution and document work performed.
• Assist senior engineers on larger projects when required.

Skills

Customer service

Remote work

Time management

Communication

Teamwork

Problem solving

Education

High school diploma or GED

Tools

Google Workspace

Microsoft 365

Job description

Solutions iT is an information technology company based in Oregon offering a variety of services for small- to medium-sized businesses. We are committed to offering cutting-edge technology and outstanding customer service so our clients always feel supported and ready for success. As a close-knit team, we operate by these core values:

• Passion - Do what you love, love what you do.
• Ownership - See it through.
• Humility - Embrace your strengths and weaknesses.
• Simplicity - Don't overthink it.

We offer a competitive benefits package including medical, dental, vision and 401k, Gym/Health Club membership reimbursement, paid holidays, and a generous PTO package. The hourly pay range for this position is $20.00/hr. –$26.00/hr.based on experience and technical expertise. We provide unique attention to helping our team members grow and equipping our staff with the best tools and equipment to be successful and thrive.

This is a remote, work-from-home position with occasional onsite projects and visits to client locations. You will be responsible for the maintenance and installation of business customer networks and technology environments. Applicants must reside in the greater Portland, Oregon or Vancouver, Washington area to be considered for this position. This is a full-time, non-exempt position, meaning that overtime will be compensated as required by law. The IT Technician reports directly to the Service Manager.

The following job duties are a representative of, but not limited to, tasks performed in this role:

• High-level customer service and problem solving.
• Supports end-user customers via phone, remote session, and onsite for any technology issues as required.
• Works with clients to evaluate, troubleshoot, maintain, and implement customer networks, servers and other technology equipment as required.
• Escalates tickets as required for quick resolution.
• Supports internal and external networks.
• Maintains documentation, time, and completes notes on work performed and changes to client systems.
• Works with clients to ensure all work is completed fully and to the client’s satisfaction.
• Assists senior engineers on larger projects when needed.
• Understands and has the ability to install, configure and test workstation hardware.
• Performs administration work including adding and removing users and groups, configure file permissions, checks event logs, configures and restores data from backup.
• Administers enterprise e-mail applications including Google and Microsoft
• Configures folder permissions.
• Takes a personal interest in, and responsibility for, the quality of work performed.
• Takes ownership of technical project tasks, ensuring to pay close attention to detail through each step.
• Recognizes when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members.
• Provides accurate time estimates for how long a task will take.
• Learns new technologies by self-study and intuition.
• Articulates technical information clearly and simply to non-technical people.
• Helps people to the extent that no problem is considered mundane, no matter how simple the solution.
• Shares information, supports others, and works on a team with a spirit of cooperation to achieve team goals.
• Other duties as assigned.

Qualifications:

• High school diploma or GED and/or one to four years related experience and/or training or equivalent combination of education and experience.
• Experience working at/in/for: IT networks and systems, advanced network environments, Microsoft server environments is preferred.
• Experience working for a managed service provider (MSP) preferred.
• Must be adept at using various applications including PSA systems, database, spreadsheet, project management, word processing, e-mail communication, video conferencing, and use of scheduling software.
• Must be able to work from home efficiently and effectively.
• Must be willing to travel to client and other sites when needed.

Applicants must be physically located in the greater Portland, Oregon or Vancouver, Washington area to be considered for this position.

Solutions iT is committed to providing equal employment opportunities to all employees and applicants, including individuals with disabilities. If you require reasonable accommodation during the application or interview process, please contact us.

For more information about us, please visit: https://solutionsit.net/