MITS Tier II Field Technician

Pacific Office Automation; Reno (NV); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player seeks a dedicated MITS Tier II Field Technician to join their dynamic team. This role involves providing exceptional technical support, mentoring team members, and ensuring high-quality service delivery. You will interact with clients and vendors to enhance operational efficiency while fostering a culture of collaboration and continuous improvement. If you are passionate about technology and customer service, this opportunity offers a pathway to grow within a supportive and innovative environment.

Qualifications

• Proven experience in IT support and network management.
• Strong leadership and coordination skills are essential.

Responsibilities

• Provide technical support for all support tickets efficiently.
• Mentor and train team members while managing escalations.

Skills

IT Support

Network Management

Problem Solving

Customer Service

Project Management

Communication Skills

Education

Bachelor’s degree in Information Technology

Equivalent Experience

Tools

Microsoft Office Suite

Ticketing Systems

CRM Tools

Job description

Join to apply for the MITS Tier II Field Technician role at Pacific Office Automation.

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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 across eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX, & HI. With over 40 years of success in office equipment and technology sales/service, we have built strong relationships with top manufacturers like Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and others.

At Pacific Office Automation, you will find a growth-oriented technology company with excellent benefits and passionate coworkers committed to your success. We aim to be a long-term employer by providing ongoing training and certification to keep pace with evolving technology in office machines, devices, and software. We believe all voices should be heard, regardless of seniority or tenure.

The MITS Tier II Field Technician supports the Field team at Pacific Office Automation, acting as the final voice for the team. You will interact with clients, 3rd party vendors, Sales, Management, and other stakeholders to ensure smooth operations. You should demonstrate critical thinking, systems analysis, broad technical skills, and excellent customer service.

Key Responsibilities

1. Provide efficient, timely, and well-documented technical support for all support tickets.
2. Deliver excellent customer service by building strong relationships and collaborating with vendors and support teams.
3. Mentor, train, and support team members, handle escalations, and troubleshoot complex issues.
4. Oversee desktop deployment coordination, planning, and administration.
5. Ensure all tickets are fully documented and meet service-level requirements.
6. Verify and update accurate time entries for all tasks.
7. Drive accountability for time management within the ticketing system.
8. Coach and motivate team members to improve technical and customer service skills.
9. Coordinate daily responsibilities, fostering a customer service culture.
10. Ensure high-quality service delivery aligned with SLA commitments.
11. Manage team performance through goal setting, review, and addressing underperformance.
12. Promote continuous improvement and process optimization.
13. Operate effectively in a technology-driven, team-based environment.
14. Identify and recommend process improvements to enhance efficiency.
15. Resolve escalations and complex issues promptly with superior customer service.
16. Act as an escalation point for Field Service tickets.
17. Ensure the Managed IT Field Service Team meets or exceeds company goals.
18. Perform other duties as assigned.

Qualifications

• Proven experience in IT support, network management, or related technical fields.
• Strong leadership and team coordination skills.
• Excellent problem-solving abilities.
• Exceptional communication skills, capable of explaining complex technical details clearly.
• Experience managing projects, especially desktop deployments, across multiple team members.
• Familiarity with IT infrastructure, ticketing systems, and CRM tools.
• Proficiency in Microsoft Office Suite.

Additional Attributes

• Ability to operate autonomously within a team environment.
• Strong organizational skills and attention to detail.
• Willingness to learn and adapt to new technologies.
• Willingness to travel as needed.

Education

• Bachelor’s degree in information technology, Computer Science, or equivalent experience.

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. We consider all qualified applicants without regard to race, color, national origin, gender, sexual orientation, gender identity, age, religion, veteran status, or other protected characteristics. We celebrate diversity because we know it makes us stronger.