Tier 1 / Tier 2 Desk Technician
Job title: Tier 1 / Tier 2 Desk Technician in Springfield, OR at Olsson Industrial Electric
Company: Olsson Industrial Electric
Job description: Olsson Industrial Electric seeks a Tier 1 / Tier 2 Desk Technician to join our dynamic team. Reporting to the IT Manager. We are looking for a motivated and customer-focused Tier 1 / Tier 2 Help Desk Technician to join our IT support team. In this role, you will be the first point of contact or users experiencing technical issues, handling a range of support requests from basic troubleshooting to more complex escalations. You’ll work closely with other IT team members to maintain smooth and secure operations across our systems.Responsibilities:
- Respond to user support requests via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and mobile devices.
- Escalate unresolved issues to Tier 3 support or appropriate teams as necessary.
- Install, configure, and update software applications and operating systems.
- Set up and maintain user accounts, permissions, and passwords in Active Directory and other systems.
- Document incidents, solutions, and best practices in the knowledge base.
- Assist in onboarding new employees with IT equipment and access.
- Maintain and track IT inventory including computers, peripherals, and licenses.
- Follow standard help desk procedures and recommend improvements to processes.
- Provide support for Office 365, VPN, and other corporate applications.
- Assist with basic network troubleshooting (Wi-Fi issues, VPN connectivity, etc.).
- 1-3 years of experience in a Tier 1 or Tier 2 IT support role.
- Strong knowledge of Windows and Mac operating systems.
- Familiarity with Active Directory, Office 365, and basic networking concepts.
- Excellent communication and customer service skills.
- Ability to prioritize and manage multiple tasks efficiently.
- Problem-solving mindset with a strong attention to detail.
- CompTIA A+, Network+, or similar certifications are a plus.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, ZoHo) preferred.
- Willingness to travel.
- Experience supporting remote users and using remote desktop tools.
- Familiarity with ITIL best practices.
- Basic scripting skills (PowerShell, Bash) are a plus.
- Base salary of $50,000-$75,000, DOE
- Employer-paid medical, dental, vision, life and disability insurance
- 401(k) match of up to 5%
- Opportunities for annual bonuses and profit sharing
- And more!