Help Desk Technician II (Onsite)

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.

Essential Duties & Responsibilities

• 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.