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
• 5+ 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