IT Helpdesk Technician - Tier 2

Job Description

Job Description

IT Helpdesk Technician – Tier 2

Location: Seattle, WA

Employment Type: Full-Time

Salary Range: $50,000–$65,000 per year, depending 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.

Key Responsibilities

• 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.

Required Qualifications

• Previous experience in an IT Helpdesk, Desktop Support, or Tier 2 technical support role.

• Hands-on experience with:

o Microsoft 365

o Microsoft Active Directory

o Microsoft Exchange/Exchange Online

o Windows 11 and Windows desktop support

o Mobile Device Management (MDM)

o Apple device management and Apple Business Manager (ABM)

o Microsoft Office applications

o 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.

Preferred Qualifications

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

Compensation & Benefits

Salary: $50,000–$65,000 annually, based on experience and qualifications.

Cell phone & Laptop provided

Benefits may include health insurance, retirement plan or 401(k), paid time off, and other company-sponsored benefits.