IT Helpdesk Technician - Tier 2

Accommodation:
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Location:

Seattle, WA |

Employment Type:

Full-Time | Salary Range: $50,000–$65,000 annually, based on experience

Work Arrangement:
On-site

Position Summary

We are seeking an experienced and service-oriented Tier 2 IT Helpdesk Technician to provide day-to-day technical support for our employees and technology systems. This role goes beyond basic Tier 1 support and password resets. We are looking for someone who can independently troubleshoot hardware, software, network, email, and mobile-device issues while providing responsive and professional support to our team.

The ideal candidate is hands-on, resourceful, patient, and comfortable working directly with employees who have varying levels of technical experience. You should be able to diagnose issues, communicate solutions clearly, and know when a problem requires escalation.

• Provide Tier 2 technical support for desktops, laptops, mobile devices, software, and user accounts.
• Troubleshoot and resolve issues involving Windows 11 and Windows desktop environments.
• Administer and support Microsoft 365, Microsoft Active Directory, and user accounts.
• Support Microsoft Exchange and Exchange Online, including email configuration and troubleshooting.
• Manage and troubleshoot mobile devices using Mobile Device Management (MDM) solutions.
• Support Apple devices and Apple Business Manager (ABM).
• Diagnose basic network connectivity, Wi-Fi, printer, VPN, and peripheral issues.
• Install, configure, maintain, and troubleshoot computers, software, and other IT equipment.
• Provide support for Microsoft Office applications, including Outlook, Word, Excel, Teams, and related applications.
• Assist with employee onboarding and offboarding, including account setup, equipment deployment, access permissions, and device recovery.
• Document technical issues, resolutions, equipment, and recurring problems.
• Identify opportunities to improve IT processes, security, system reliability, and the overall employee experience.
• Coordinate with outside IT vendors or higher-level technical resources when escalation is necessary.

• Previous experience in an IT Helpdesk, Desktop Support, or Tier 2 technical support role.
• Hands-on experience with:
  • Microsoft 365
  • Microsoft Active Directory
  • Microsoft Exchange/Exchange Online
  • Windows 11 and Windows desktop support
  • Apple device management and Apple Business Manager (ABM)
  • Microsoft Office applications
  • Basic networking and connectivity troubleshooting
• Strong problem-solving and troubleshooting skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong customer-service mindset and professional communication skills.
• Ability to prioritize multiple requests and work independently.
• Reliable, organized, and comfortable taking ownership of issues through resolution.

• Experience with IT security practices, user-access management, hardware deployment, network troubleshooting, vendor coordination, and supporting a multi-location organization is a plus.

• Cell phone & Laptop provided
• Health insurance, retirement plan or 401(k), paid time off, and other company-sponsored benefits.