Desktop Support Technician

Desktop Support Technician (Tacoma, WA)

We have an opportunity for a Desktop Support Technician to join our Global Service Desk team in Tacoma, reporting to the Director, Global Desktop Support. In this in‑office role, you will provide end‑to‑end frontline user support for desktop and laptop computers, applications, mobile devices, and related technology. You will respond to inquiries, complete end‑user asset management, set up local and remote new hires, build user accounts, email accounts, and all related system access and roles.

This is an exciting opportunity to learn multiple IT support technologies and processes, including client computing, IT asset management, global service desk operations, and front‑end site support. Full‑time in office required at our Tacoma location.

• Provide day‑to‑day IT support to local, remote, and global users through multiple methods, including an online ticketing system, in‑person, email, and instant messaging.
• Deliver end‑to‑end IT support for global users via Service Now, in‑person, and remote channels.
• Provision and support Apple (Mac) and Dell devices, including imaging, configuration, and deployment with M365 and Okta (SSO/MFA).
• Manage user identity and access using Active Directory and Okta, ensuring secure authentication and compliance.
• Perform hardware lifecycle management including onboarding, offboarding, asset tracking, and inventory control.
• Troubleshoot across macOS/Windows, network, VPN, wireless, printing, AV systems, and enterprise applications.
• Leverage AI‑powered tools and Service Now capabilities (e.g., predictive intelligence, virtual agents, knowledge suggestions) to improve ticket resolution time and enhance service desk efficiency.
• Utilize enterprise AI platforms (e.g., Microsoft Copilot, Glean) to assist in troubleshooting, generate knowledge content, and enable faster, self‑service‑driven user support.

• 2+ years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem‑solving, and customer support.
• Expertise in Apple (Mac) and Dell hardware with end‑to‑end device diagnostics, reimaging, and lifecycle management.
• Strong knowledge of macOS and Windows OS, including core issue resolution and performance optimization.
• Proficiency in Microsoft 365 (M365), Outlook, and SSO integrations.
• Hands‑on experience with Okta (SSO, MFA) and identity/access management workflows.
• Experience with Service Now or similar ticketing tools, ensuring accurate documentation and tracking.
• Solid troubleshooting across network, VPN, wireless, printing, mobile devices, AV systems, and browser‑based applications.
• Working knowledge of Active Directory, remote support tools, and endpoint management platforms (Intune, Jamf) along with KB/SOP creation.
• Exposure to AI‑powered ITSM capabilities such as ticket categorization, routing, or knowledge suggestions (e.g., Service Now Predictive Intelligence, virtual agents) to improve service desk efficiency.
• Working experience or familiarity with enterprise AI tools (e.g., Microsoft Copilot, Glean) to assist in troubleshooting, knowledge retrieval, and enhancing end‑user support experience while adhering to organizational AI policies.

• First 90 Days: Immerse in our culture, connect with mentors, and map the systems and stakeholders that rely on your work.
• Six Months:
  • Contribute to Global Service Desk initiatives and projects like knowledge base creation and automation enhancement.
  • Work independently on all L1 and L2 ticket resolutions.
  • Achieve all Global Service Desk SLAs on response time and resolution time.
  • Work on asset management requirements individually.
  • Achieve 100% endpoint remediation success in a given time.
• One Year:
  • Demonstrate continuous learning adaptability and commitment to professional growth.
  • Contribute to Global Service Desk initiatives and projects like knowledge base creation and automation enhancement.
  • Contribute to overall service delivery enhancements like incident trends.
  • Collaborate with various stakeholders like HRIS, Procurement, and Finance on IT support enhancements.
  • Participate in rotational…