Tier 1 IT Technician

Job Description

Job Description

Company Overview

Dateline Exports is an established export company specializing in the supply of construction materials for overseas projects in the western Pacific Islands area, specifically Guam, American Samoa, Marshall Islands, and Federated States of Micronesia. With over 35 years of experience, Dateline has been a responsive and trusted partner, providing construction materials for military and private development projects, along with the value-added logistics services.

Position Overview

We are seeking a part-time Tier 1 IT Technician to provide general IT support to our in-office, remote, out-of-state, and international employees. This role encompasses a wide range of responsibilities, including serving as the first point of contact for internal IT support, managing user onboarding and offboarding, and performing administrative tasks in Active Directory and cloud-based platforms. The ideal candidate will have administrative experience with Microsoft 365, strong communication and organizational skills, and prior experience in an IT support or related role. This is an hourly position, scheduled for 30 hours per week. The role is based in-person at our Wilsonville office, with occasional travel to our Gresham and Salem locations. Reliable transportation and the ability to travel to the three locations are required.

Core Responsibilities

• Serve as first contact for all incoming technical support requests via phone, email, in-person, and chat.
• Provide support for ~65 users globally on a daily basis.
• Work from home after 4 pm support required for remote Philippines office location.
• Diagnose and resolve basic hardware, software, and network connectivity problems for end-users.
• Perform password resets and basic account unlock tasks within Active Directory or cloud portals.
• User onboarding and offboarding – which includes the creation of, and deactivation & documentation of user accounts.
• Configure and deploy corporate workstations, laptops, mobile devices, and peripheral hardware.
• Escalate complex issues to IT Manager with detailed documentation.
• Maintain internal knowledge base documentation by recording common solutions and troubleshooting steps.
• Documentation of Policies and Procedures for compliance frameworks.
• Ability to manage and prioritize own schedule, asking for help from IT Manager where needed.

Required Skills

• 1+ years IT Experience.
• Strong organizational and communication skills.
• Admin experience with o365:
• • Troubleshooting excel, word, outlook, and exchange admin center.
  • SharePoint Online admin experience.
• Knowledge of Azure platform with Entra ID and MFA experience.
• Experience with Active Directory Domain Services, Group Policy Objects.
• Windows Server experience.
• Knowledge of DNS, Domains, basic networking protocols.
• Software VPN troubleshooting experience.

Preferred Skills

• Experience with message traces, Microsoft security policies & rules, quarantined email management from security center, etc.
• Adobe Acrobat Pro troubleshooting experience.
• Printers over IP/TCP maintenance and troubleshooting.
• Fortigate firewall and Forticlient VPN experience a bonus.
• Acumatica user and employee setup.
• Veeam backup solutions for data replication.
• Experience with event viewer, reading .dmp files, etc.
• Documenting Policies and Procedures for CMMC / NIST SP 800-171 R3 (DoD compliance standards for FCI / CUI / ITAR data).

Work Environment Considerations

• This position is onsite, primarily located at our Wilsonville, OR office along with travel to Salem and Gresham as needed.
• Work environment is an open office.
• Work requires use of telephone, computers, and keyboards.
• Work requires the use of email for direct communication with employees, customers, and others.
• The work pace is considered fast and varied.
• Work requires meetings with other staff members locally and on Microsoft Teams for members located remotely.