JOB TITLE: Help Desk Technician

REPORTS TO:    Director of Information Technology
LOCATION:       Portland, OR
DATE POSTED:  2020-05-21

Duties and Responsibilities:

    1. Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
    2. Diagnose communications and connection issues including local area networks, wide area networks, and intranet.
    3. Build rapport and elicit problem details from help desk customers.
    4. Apply diagnostic utilities to aid in troubleshooting.
    5. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    6. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
    7. Install, configure, and manage printing, scanning, and faxing systems.
    8. Identify and learn appropriate software and hardware used and supported by the organization.
    9. Assess need for any system reconfigurations (minor or significant), obtain necessary approval, and execute them if required.
    10. Ensure necessary connectivity of all workstations.
    11. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    12. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, ensuring file backups, and configuring systems and applications while utilizing Incident Tracking system to document.
    13. Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
    14. Perform post-resolution follow-ups to help requests and create Knowledge Base articles for future reference.
    15. Attendance in the office during normal business hours.

Qualified Candidates Will Possess the Following:

    1. Windows Server 2088 & 2012 R2 Standard – File and Print Services
    2. Exchange 2013/O365, Outlook 2016 connectivity & configuration
    3. Email Filtering and Anti-Virus (i.e. Proofpoint, or similar)
    4. Active Directory Services/ Group Policy User/ PC application
    5. DHCP/ DNS client services
    6. Autodesk Software Support (preferred)
    7. Printing/Scanning administration (Ricoh preferred)
    8. Data Backup Recovery (i.e. Rapid Recovery, Unitrends, or similar)
    9. Windows 7 Professional, Windows 10
    10. Microsoft Office versions 2007, 2010, 2013, 2016

    Technologies and Skills:

    • SMTP, POP3, IMAP, FTP, HTTP/ HTTPS, DHCP, DNS, IIS, RDP, VNC, SSH, Telnet, Basic LAN/WAN Connectivity Troubleshooting, RAID 1/5/6/10, Asset Management/Incident Tracking, SmartUPS’s, General Application Support

    Other Requirements:                        

    1. Working technical knowledge of current Best Practices, Protocols, Standards, and Support associated with the Administration of the above technologies to achieve optimal security and operation.
    2. Adept at reading, writing, and interpreting technical documentation and procedure manuals.
    3. Ability to conduct research into software and/ or hardware issues and products as required.
    4. Self-starter with ability to present ideas and solutions in user-friendly language.
    5. Strong customer service orientation.
    6. Experience working in a team-oriented, collaborative environment.

Office Hours & Travel:

Full Time, Monday-Friday

Application for Position:

Please indicate your interest by submitting your resume by filling out an application online.

Selections will be made based on a combination of skills, knowledge, and abilities. Indicating your interest in this position does not necessarily guarantee that you will be hired.

Benson is an E-Verify and Drug and Tobacco-Free Workplace

We are an Equal Opportunity, M/F Veterans, People with Disabilities, Affirmative Action, and E-Verify employer. Qualified applicants are considered for employment without regard to race, color, religion, creed, age, sex, sexual orientation, sexual identity, gender identity, national origin or ancestry, tribal affiliation, marital status, veteran status, political affiliation, disability status, medical condition, genetics, pregnancy, or any other considerations under federal, state, or local law.

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