Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX, & HI. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.
At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.
Position
Are you someone who knows your way around managing IT projects, has a high attention to detail, organizational skills, and can provide outstanding customer service? Come Join POA's dynamic and growing IT team! As Helpdesk Manager, you will be responsible for the successful delivery of our I.T. managed services customers’ Helpdesk. For this position, we are seeking an individual who possesses a unique mix of strong IT technical service, management and support abilities, within an IT ecosystem, combined with solid hands-on technical experience.
Responsibilities:
- Monitor and respond quickly and effectively to requests received through the IT helpdesk.
- Manage the operation and organization of the Helpdesk.
- Conduct performance evaluations to monitor delivered results from the Helpdesk.
- Attend team meetings with technical staff.
- Mentor, coach and develop team members.
- Document internal procedures.
- Ask educated questions and listen to customers to determine root cause of issues.
- Become a technical escalation for IT team members.
- Train incoming staff.
- Report significant and recurring issues to the tier-1-2-3 support team.
- Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
- Advise team members on appropriate actions.
- Follow standard help desk procedures.
- Follow up with customers and users to ensure complete resolution of issues.
- Redirect problems to correct resource.
- Contribute to improving customer support by actively responding to queries and handling complaints
- Evaluate and review the overall performance of the Helpdesk thru KPI’s.
- Develop, evaluate and implement KPI’s.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Prepare activity reports.
- Inform management of recurring problems.
- Stay current with system information, changes, and updates.
- Help update training manuals for new and revised software and hardware.
- Develop a positive working environment.
- Provide great customer experience.
- Ensure customer services is timely and accurate daily.
- Communicate, work, and collaborate with different stakeholders (Technicians, Customers, Technical Account Managers, and Sales Representatives)
Benefits
- Advancement and growth into leadership roles
- Team-player environment
- Medical/Dental/Vision/Life insurance plans
- Matched 401k
- PTO, Vacation, Sick Leave
- HSA program
Our Commitment to Diversity and Inclusion
Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.
#LI-Onsite
Skills Required
- Hands-on IT technical support experience
- Experience managing or supervising a helpdesk/team
- Experience with tier 1-2-3 escalation processes
- Strong customer service and communication skills
- Ability to document procedures and create training materials
- Experience developing and tracking helpdesk KPIs
Pacific Office Automation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Pacific Office Automation and has not been reviewed or approved by Pacific Office Automation.
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Healthcare Strength — Health insurance is considered comprehensive with multiple plan options and comparatively low costs. Medical, dental, and vision coverage are described as a strong part of the package.
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Retirement Support — The 401(k) match is characterized as strong, with some indications of additional employer contributions tied to goals. Retirement offerings are positioned as competitive relative to common mid‑market packages.
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Strong & Reliable Incentives — Sales incentives can deliver high earnings for strong performers. Upside in quota‑carrying roles is highlighted as a meaningful component of total compensation.
Pacific Office Automation Insights
What We Do
At Pacific Office Automation (POA), we take pride in being a privately held office technology and managed services provider headquartered in Beaverton, Oregon. Since our founding in 1976 by Terry Newsom, we have grown from a small photocopier business into the largest independent office equipment dealer in the United States. Today, we generate approximately $491 million in annual revenue and serve over 40,000 businesses across the western U.S. with a team of about 1,400 employees across 30+ regional offices in Oregon, Washington, California, Utah, Colorado, Arizona, Texas, Nevada, New Mexico, and Idaho. At our core, we offer a broad array of services focused on streamlining workplace operations. These include the sales and leasing of office equipment such as multifunction printers, copiers, fax machines, VoIP phone systems, and mailing equipment. We proudly partner with industry-leading hardware brands including Canon, Ricoh, Konica Minolta, Sharp, HP, and Lexmark to deliver customized solutions to our clients. Our Managed Print Services (MPS) form a cornerstone of our business, allowing customers to outsource print operations for greater efficiency, supply monitoring, device maintenance, and overall workflow optimization. Beyond print services, we have expanded into managed IT services and unified communications. We offer cloud-managed infrastructure, cybersecurity, network management, VoIP phone systems, and digital document management tools. These services are especially valued in sectors that demand high security and compliance, such as healthcare, legal, education, and government. Our IT division also integrates video surveillance systems and supports facilities management with services like EV charging station installations. Our service model emphasizes a strong local presence and fast response times. Each regional branch operates semi-autonomously, staffed with technical experts, account managers, and support personnel trained to resolve customer issues quickly. This decentralized approach enables us to maintain consistent service and support across our large geographic footprint. Our corporate motto, "Problem Solved," reflects our proactive, client-focused philosophy.
Why Work With Us
We’re unique because we offer end-to-end tech solutions under one roof. Our local ownership, rapid growth, and “Problem Solved” mindset create a rare mix of stability, innovation, and autonomy. You’ll grow your skills, make a real impact, be supported every step of the way—and build a lasting career you’re proud of.
