On-Site Tier II Helpdesk Technician

About Pacific Office Automation Pacific Office Automation POA is the largest independently owned document imaging and technology dealer in the United States Since 1976 weve grown to more than 30 branches across 11 western states Oregon Washington California Arizona New Mexico Nevada Utah Idaho Colorado Texas and Hawaii With over four decades of success in office equipment and technology solutions weve built strong partnerships with leading manufacturers including Canon Sharp Konica Minolta HP Ricoh and Lexmark At POA youll find a fast growing technology company that prioritizes employee development offers competitive benefits and fosters a collaborative team driven culture We are committed to being a long term employer by investing in ongoing training and certifications to keep our team ahead of evolving technology We also believe every voice mattersregardless of tenure or title

Position Overview Join POAs dynamic IT team as a Tier 2 Service Desk Technician in our Beaverton OR office In this role youll provide advanced technical support across endpoint devices Microsoft 365 and cloud environments while serving as a key escalation point for Tier 1 support Youll work directly with clients to troubleshoot complex issues maintain system performance and deliver high quality service aligned with SLAs and security best practices This role is ideal for someone with strong technical depth sound judgment and a proactive approach in a fast paced MSP environment

Key Responsibilities Serve as the Tier 2 escalation point for service desk incidents and requests

Troubleshoot advanced endpoint application and connectivity issues

Administer and support Microsoft 365 Exchange Online Entra  SharePoint One Drive Manage  user access identity and security MFA conditional access lifecycle management

Diagnose and resolve issues across Windows 1011 and business applications

Support basic networking DNS DHCP VPNs firewallclient connectivity

Use RMM tools to monitor maintain and remediate endpoint health

Troubleshoot endpoint security tools eg Defender Watch Guard EDR platforms

Document all work clearly within ticketing systems

Maintain and update client documentation

Collaborate with Tier 3

Engineering teams on complex issues

Identify recurring problems and recommend long term solutions or automation

Participate in on call or after hours support as needed

Qualifications 24 years of Help Desk or Service Desk experience MSP experience strongly preferred

Strong knowledge of Windows 1011 administration

Microsoft 365 Exchange Online Entra e Directory and hybrid environments

Experience with RMM tools and remote support platforms

Solid understanding of networking fundamentals TCPIP DNS VPNsAbility to manage multiple priorities and meet SLA expectations

Strong communication and documentation skills

Preferred Qualifications Experience in an MSP environment

Familiarity with Azure Entra  features Conditional Access Identity Protection Experience supporting multi tenant environments

Relevant certifications such asCompTIA A Network Security Microsoft certifications MS 900 AZ 104 MD 102 etc Benefits Clear path for advancement and leadership opportunities

Collaborative team oriented culture

Medical Dental Vision and Life Insurance
401k with company match

PTO vacation and sick leave

FSA program

Our Commitment to Diversity & Inclusion Pacific Office Automation is an equal opportunity employer We consider all qualified applicants without regard to race color national origin gender sexual orientation gender identity or expression age religion veteran status or any other protected characteristic We value diversity and believe it strengthens our organization LI Onsite