Help Desk Specialist - Windows, Mac & 365 Pro

PRR; Seattle (WA); Hybrid; USD 41,000 - 48,000; Full time

Benefits offered by this job

Health and wellness plan

Pretax transit benefit

PTO

Professional development allowance

Home office stipend

Cell phone stipend

Gym and wellness discounts

Job summary

PRR, a full-service communications firm in Seattle, is seeking a Help Desk Analyst to keep our team connected across the Seattle office and remote staff. You will resolve hardware, software, and account problems, and help maintain systems used daily.

You will troubleshoot Windows and macOS, manage Microsoft 365/Entra ID/AD, and support staff with onboarding, licenses, and access. Strong customer service and clear notes are essential.

Qualifications

• Two to four years of help desk or desktop support experience.
• Hands-on skill with Windows and macOS troubleshooting.
• Working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, and Teams.
• Experience with Active Directory and Entra ID account management.
• Comfort with ticketing systems, remote support tools, and clear ticket notes.
• Basic networking knowledge, including Wi-Fi, VPN, DNS, and DHCP.
• Strong customer service skills and patience with nontechnical users.
• Clear writing for instructions and documentation.
• Ability to occasionally lift, push, or pull more than 30 pounds.

Responsibilities

• Serve as the first point of contact for help desk tickets from on-site and remote staff.
• Troubleshoot Windows and macOS laptops, printers, and conference room tech.
• Manage user accounts, licenses, and permissions in Microsoft 365, Entra ID, and Active Directory.
• Onboard and offboard staff, including device setup, shipping, imaging, and provisioning.
• Track hardware and software inventory and plan device replacements.
• Manage device configuration, patching, and security policies via MDM.
• Write and update how-to guides and knowledge base articles.
• Escalate complex issues to IT and follow through to resolution.
• Spot recurring problems and suggest fixes to reduce future tickets.

Skills

Windows/macOS troubleshooting

Microsoft 365 administration

Active Directory / Entra ID management

Ticketing systems

Remote support tools

Customer service

Written communication

Basic networking

Physical lifting ability

Tools

NinjaOne MDM

HappyFox ticketing

Entra ID

Job description

PRR, a full-service communications firm in Seattle, is seeking a Help Desk Analyst to keep our team connected across the Seattle office and remote staff. You will resolve hardware, software, and account problems, and help maintain systems used daily.

You will troubleshoot Windows and macOS, manage Microsoft 365/Entra ID/AD, and support staff with onboarding, licenses, and access. Strong customer service and clear notes are essential.