Help Desk Technician 1

Clark Pacific is in the midst of expansion projects that has promoted company growth. This growth (additional employees, additional equipment, expansion projects, additional office locations) necessitates enablement and support staff. The growth plan now includes admin offices in Phoenix and Boise, a new plant location being built in Coolidge, AZ and another plant location on the roadmap. This new Help Desk Technician role would provide onboarding and technology support to current and new office locations as well as the additional employees assigned to each workspace.

At Clark Pacific, the IT Help Desk Technician I serves as the primary point of contact for employees seeking technical support across the organization. Working within the Information Technology team, this role is responsible for supporting and maintaining end-user devices, troubleshooting hardware and software issues, and ensuring employees have the tools and technology needed to perform their work effectively. The IT Help Desk Technician plays a critical role in maintaining system reliability, resolving service requests, and supporting the implementation of new hardware and software solutions across the company.

Competitive Pay Range: $24.00/hr. - $28.00/hr. depending on experience

Essential Duties and Responsibilities

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, systems, and proprietary information.
• Serve as the primary point of contact for end users seeking IT support across the organization.
• Record, track, and document service requests and incidents while resolving issues in accordance with established service level agreements.
• Troubleshoot hardware and software issues in person, through remote tools, by phone, or via chat.
• Install, diagnose, repair, maintain, and upgrade end-user devices including desktops, laptops, and related equipment.
• Support the deployment of new computers, hardware projects, and system upgrades.
• Install and maintain software applications and perform updates to software releases.
• Perform hands-on troubleshooting when remote tools are not sufficient to resolve issues.
• Coordinate with third-party vendors and IT service providers when additional support is required.
• Follow established procedures for employee onboarding and offboarding related to system access and equipment.
• Contribute to the IT knowledge base by creating documentation, help sheets, and support resources for employees.
• Other duties as assigned.

Skills and Abilities

• Exceptional communication skills, both written and verbal, as well as effective listening and engagement with all levels of the organization.
• Ability to build strong relationships and engage and motivate teams representing diverse backgrounds and viewpoints; exceptionally collaborative.
• 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.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proficient with Microsoft Excel, and Microsoft Office Suite programs

Key Interfaces: 

• Internal
  • IT Manager
  • IT Department
  • Clark Pacific Employees
• External
  • IT Vendors

Key Metrics and Deliverables

• Mean time to Resolution (MTTR): management and resolution of help desk tickets per established service legal guidelines with a goal of resolution under 8 hours.
• Policy/Procedures: 90% adherence to established policy and procedures including system availability, onboarding/off-boarding employee systems. 

Work Environment

• Primary work environments include Clark Pacific offices and manufacturing facilities. Occasional work in construction office/trailer at CP job sites.
• Requires the ability to lift, move and install computer equipment including PCs, servers, network gear, etc. Installation requires the ability to crawl under desks, work in ceilings and under floors, etc.
• There will be periodic exposure to manufacturing environments which may present hazards such as noise, electricity, chemicals, heavy equipment, and other automated and manual machinery.
• There will be periodic exposure to outside weather conditions, including extreme cold and extreme heat, wet and/or humid environments.

Physical Demands

• Frequent: Sitting at desk, utilizing computers and phones, standing and
  walking
• Periodic: Repetitive foot, leg, hand, arm, shoulder, and torso movements
• Occasional: Business travel, (5%). Bending squatting, stooping,
  reaching, pushing, pulling, and lifting.

Qualifications

• Minimum of 2 years of IT Help Desk or technical support experience
• Experience supporting desktop and server operating systems.
• Experience supporting enterprise software and productivity tools such as Microsoft Office and SharePoint.
• Bachelor’s degree in management information systems, Computer Science, or related field, or equivalent experience preferred.

Core Values

• Determination: Meet challenges head on
• Innovation: Always look for better
• Well-Being: Seek the success, health, and happiness of all

Benefits

• Competitive compensation, paid weekly
• Health, Dental, and Vision Insurance, including Kaiser and VSP options
• Medical FSA
• Dependent Care FSA
• Employer-paid life insurance
• Voluntary ancillary benefits including Critical Illness, Accident Insurance, and Whole Life Insurance
• 401k matching: 100 percent of the first 3 percent, then 50 percent of the next 2 percent

Benefits are subject to a waiting period.