IT Service Technician

We're looking for a new team member and guess what? It’s your lucky day: we’re looking for an IT Service Technician! Founded in 1997, Portland Internetworks offers managed IT services, telecommunications services, and consulting for the Portland metro area and beyond—basically, we help businesses stay connected in every possible sense. Yes, this is seven times better than getting a gaming rig for your birthday. So, what does this IT Service Technician do? One of your primary responsibilities will be to support the network infrastructure of some of our best clients. Actually, all of our clients are our best clients. This effort will include responding to network alerts, troubleshooting high latency conditions and location outages, creating and updating network architecture maps, and doing all the ninja things necessary to keep our clients online through rain and shine. Secondary responsibilities will require you to be able to step in and help the team with more traditional help desk duties as well. On a regular basis, you’ll be doing rotations into the front line of support where you'll be responsible for the remote and onsite service needs of our clients. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific technologies. You'll accurately document the performed work in a timely manner. Mostly, you get to support all the cool technology that the other kids only dream about! You'll need stellar entry-level IT skills, the capability to blaze through service issues remotely and in the field like a hot knife through a delicious, glazed doughnut, and a personality that people love to be around. Our growing team of techs responds to both managed services and hourly service tickets, so you'll need good interpersonal and technical communication skills, attention to detail, and an awesome attitude. We need you to be open to ideas and add your own brainy contributions to the team; we offer a fun, engaging, supportive environment in which your enthusiasm can thrive. Does this sound like you so far? Okay, good. Read on. Primary duties: Act as the first line of defense when problems arise for our clients. Greeting them on the phone, by email, chat support, or in person at our inner NE Portland office. Troubleshoot and repair desktop hardware and software. Provide on-site assistance as necessary to our team deploying desktops, servers, routers, switches, and much more. Document client requests and gather other technical information Travel to client sites to perform work (you will need your own vehicle) Work with our Dispatcher to maintain efficient schedules and time utilization Work with our Client Account Managers and Service Manager to consistently serve beyond client expectations Document work and track time thoroughly and accurately Communicate effectively within the Service, Sales, and Administration Team Be an organized self-starter who shows up every single day, on time, and ready to succeed Actively participate and contribute to team and company meetings Work occasional nights and/or weekends when we do service-affecting work to minimize client downtime during business hours Required qualifications: Strong and demonstrable verbal and written communication skills Extraordinary and demonstrable attention to detail Ability to follow directions and policies precisely Superior knowledge and/or experience in the following technologies: Microsoft Desktop Operating Systems Microsoft Office Applications Smartphones/Mobile Devices - Especially iPhone/iPad or Android We require this IT Service Technician position to hold a Network+ certification no later than 6 months from the date of employment (and we’ll help you get there). Recent similar CompTIA/Cisco/Microsoft/Apple certifications (e.g. A+, MTA, ACTP) may be accepted as substitutes. And we’ll love you all the more with experience and/or certifications in the following technologies: Cisco route / switch / firewall Microsoft M365 Microsoft Azure Microsoft Desktop OS Apple OS Any flavor of Linux About the work environment… Most of our team members are based at our inner Northeast Portland office, which has an open, collaborative vibe. Every team member gets new, high-quality computing and communications gear that'll stand up to the work you need to perform. (So don't worry, you won't get stuck with a computer built the year you graduated high school.) You'll get all the tools you'll need to do a stellar job. Sometimes, you’ll have to be a good sport about things like carrying heavy items, crawling under office furniture, negotiate step ladders, etc. to do your job. We try to keep average hours to 40/week, but sometimes we must respond to client emergencies or perform work outside our usual hours. You’ll be added to an on-call rotation and may have to work the occasional weekend, evening, or overtime hours. Sometimes, it is all fun and games. Our employees have good things to say about working here. We plan a variety of company activities like Portland Winterhawks games and "off-campus" activities like trivia, bocce ball, bowling, and field trips to our client's cool businesses. We have employee-led “Lunch and Learns” on a range of topics, from juggling to gardening to kombucha brewing. We also have a great annual holiday celebration and a summer camping trip where hilarity achieves legendary status. And most importantly, we pride ourselves as a company with excellent camaraderie. Check out the culture section of our website and our Facebook page for a look at our shenanigans. What compensation can you expect? This is a full-time position. Portland Internetworks offers a full compensation package including health and retirement benefits. You can expect: Competitive salary plus the incentive-based bonuses Industry leading number of Paid Time Off (PTO) Days Rich and flexible medical/dental benefits including Health Savings Plan or PPO options 401(k) tax-deferred savings plan with employer matching and discretionary profit sharing Bereavement Leave, New Parent Leave, Family/Medical Leave Quarterly Paid Volunteer Time Off (VTO) Certification/Continuing Education benefits Computer and Network Hardware and Software purchase discounts Long-Term Employee Retention Benefits If you did a happy dance or got joyful goosebumps while reading this posting, it’s time to send your resume and cover letter! Your cover letter must include: A reference to the position of IT Service Technician A paragraph (or two) describing why you are especially well suited for this position What to expect from our hiring process: A quick one-way interview where you'll answer a few pre-selected interview questions. Totally easy and helps us see who is serious about working with our awesome team. From the comfort of your couch, you'll complete some assessments (Aptitude, Personality, Skills) that help us understand how you might perform here at Portland Internetworks. An in-person interview where we'll test your technical knowledge and attention to detail. Criminal background check—we gotta do it. Peaceful protests from your hippie days are totally cool; serious offenses are probably not cool; overthrowing the evil dictator of a developing nation, probably cool. We’ll need your driving history — if you have a history of dangerous driving, we may not be able to hire you. (Many of our jobs involve driving to client sites.) Thanks for your interest in working here. We hope to meet you soon! We are committed to providing an inclusive and welcoming environment for all members of our team. Portland Internetworks does not and shall not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation or military status.