Tier II Helpdesk Technician

Job Description

Job Description

About Pacific Office Automation
Pacific Office Automation (POA) is the largest independently owned document imaging and technology dealer in the United States. Since 1976, we’ve 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, we’ve built strong partnerships with leading manufacturers including Canon, Sharp, Konica Minolta, HP, Ricoh, and Lexmark.

At POA, you’ll 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 matters—regardless of tenure or title.

Position Overview
Join POA’s dynamic IT team as a Tier 2 Service Desk Technician in our Beaverton, OR office. In this role, you’ll provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while serving as a key escalation point for Tier 1 support.

You’ll 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 ID, Teams, SharePoint, OneDrive)

• Manage user access, identity, and security (MFA, conditional access, lifecycle management)

• Diagnose and resolve issues across Windows 10/11 and business applications

• Support basic networking (DNS, DHCP, VPNs, firewall/client connectivity)

• Use RMM tools to monitor, maintain, and remediate endpoint health

• Troubleshoot endpoint security tools (e.g., Defender, WatchGuard, 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

• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred)

• Strong knowledge of:

• Windows 10/11 administration

• Microsoft 365 (Exchange Online, Entra ID, Teams)

• Active Directory and hybrid environments

• Experience with RMM tools and remote support platforms

• Solid understanding of networking fundamentals (TCP/IP, DNS, VPNs)

• Ability to manage multiple priorities and meet SLA expectations

• Strong communication and documentation skills

Preferred Qualifications

• Experience in an MSP environment

• Familiarity with Azure/Entra ID advanced features (Conditional Access, Identity Protection)

• Experience supporting multi-tenant environments

• Relevant certifications such as:

• CompTIA 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

• 401(k) 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.

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