Lead Help Desk Technician

As the Lead Help Desk Technician, you’ll combine hands-on technical support with day-to-day help desk leadership. On a typical day, you might: Serve as a technical lead for help desk processes, systems, applications, hardware, and complex technical issues Provide Tier 2 troubleshooting and support for computers, peripherals, software, connectivity, and other end-user technology Prioritize and assign tickets and service requests based on workload, technical expertise, and areas of responsibility Guide, coach, train, and mentor other IT team members Analyze ticket trends, service metrics, and workload to identify issues and recommend improvements Support employee onboarding and offboarding, including account setup, equipment provisioning, access management, and technical training Develop and deliver training for new applications, hardware, and technologies Help maintain IT support documentation, standards, procedures, security controls, and best practices Monitor established Service Level Agreements (SLAs) and help ensure service expectations are met Provide onsite support, troubleshooting, repair, and maintenance at PPCW locations throughout Oregon and Southwest Washington Participate in an on-call rotation to support critical systems and business operations Schedule & Location This is a full-time position (37.5 hours/week), Monday–Friday, 8:00am–4:30pm, based at our Flanagan Regional Service Center in Northeast Portland, Oregon. The first 90 days of employment are onsite. After the introductory period, a hybrid schedule may be available at the manager’s discretion and based on business needs, with a maximum of two work-from-home days per week. This position requires participation in an on-call rotation and travel to other PPCW locations for onsite technical support. Candidates must have a valid driver’s license, active insurance, and reliable transportation for work-related travel. What We’re Looking For Required: Associate degree or an equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities 3+ years of help desk or technical support experience in a fast-paced environment Experience troubleshooting PC hardware and end-user equipment Experience quickly and accurately diagnosing and resolving remote connectivity, computer hardware, and software issues Understanding of TCP/IP networking configuration and basic LAN/WAN network architecture Experience with Microsoft Windows desktop operating systems, Microsoft Office, Outlook, and cloud-based operations Help desk experience ranging from daily support through Tier 2 requests, team leadership, and mentoring Experience with Microsoft 365 and other cloud software Strong customer service, communication, troubleshooting, and problem-solving skills Ability to work independently, prioritize competing needs, and exercise sound judgment Valid driver’s license and active insurance for work-related driving Pay & Growth $26.80–$39.05/hour This is a represented position. The wage scale is established by the collective bargaining agreement (CBA), and starting wage placement is based on relevant experience and internal equity. Benefits & Support We offer a benefits package that supports your health, stability, and growth: Paid time off (up to 4 weeks, increases over time) 9 paid holidays Medical, dental, and vision insurance (for eligible employees) 403(b) with 6% employer match Free, confidential counseling and support (EAP) Ongoing training and professional development