IT Service Desk Technician

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

US – Seattle only
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This position is open to candidates in the Seattle, WA area. You will have an in-office schedule where you will work from our casual, pet-friendly office 5 days a week
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The IT Service Desk Technician I provides frontline technical support for employees and workplace technology. This role serves as a highly visible on-site resource responsible for end-user support, device provisioning, onboarding, meeting room technology, asset lifecycle management, and day-to-day workplace technology operations. The ideal candidate is customer-focused, detail-oriented, and passionate about delivering an exceptional employee experience.

• Provide Tier 1 support for Microsoft 365, Windows devices, account access, password resets, MFA, business applications, and workplace technology.
• Deliver desk-side and remote support while owning incidents and service requests through resolution or escalation.
• Troubleshoot laptops, monitors, docking stations, printers, mobile devices, peripherals, and common software issues.
• Maintain accurate ticket documentation and communicate effectively with employees throughout the support process.

• Prepare, deploy, configure, and support laptops and workplace technology for new hires and existing employees.
• Support employee onboarding, equipment refreshes, hardware replacements, desk moves, and loaner device assignments.
• Assist with device recovery, redeployment, and secure equipment disposition activities.

• Support conference rooms, Microsoft Teams Rooms, audiovisual systems, and collaboration technologies.
• Perform basic room readiness checks and assist with support for meetings, events, and executive sessions.
• Troubleshoot audio, video, display, and connectivity issues.

• Maintain accurate inventory, asset assignments, lifecycle records, and equipment tracking.
• Manage loaner devices, accessory inventory, equipment storage, and device recovery activities.
• Support inventory audits and ensure technology assets are properly documented.

• Create and maintain knowledge articles, support documentation, and standard operating procedures.
• Follow company security, privacy, asset management, and technology standards.
• Identify opportunities to improve employee experience, service delivery, and operational efficiency.

• 0-2 years of experience in IT support, service desk, desktop support, or a customer-facing technical role.
• Experience supporting Microsoft 365, Windows 10/11, password resets, authentication services, and MFA.
• Experience troubleshooting laptops, peripherals, docking stations, monitors, printers, conference room technology, and common workplace applications.
• Experience provisioning, deploying, and supporting endpoint devices, including onboarding and equipment refresh activities.
• Experience managing IT assets throughout the device lifecycle, including inventory tracking, equipment recovery, loaner management, and secure disposal processes.
• Experience providing desk-side and remote support while managing incidents, service requests, and escalations.
• Ability to create and maintain technical documentation, knowledge articles, and process guides.
• Experience using an IT service management platform such as Jira Service Management, Fresh service, Service Now, or similar tools.
• Strong customer service,…