IT Help Desk Specialist — Remote & On-Site Support

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

Benefits offered by this job

Health and Wellness plan

Transit benefit

Paid time off

Professional development allowance

Home office stipend

Cell phone stipend

Gym and wellness discounts

Job summary

PRR, Inc. is seeking a Help Desk Analyst in Seattle to keep our team connected and productive, both in the office and for remote staff. You’ll be the first point of contact for hardware, software, and account issues, and you’ll upgrade systems while guiding users with calm, friendly explanations.

You’ll troubleshoot Windows and macOS devices, manage Microsoft 365 and Entra ID accounts, and contribute to knowledge bases while helping prevent recurring problems.

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, consistent 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, with or without reasonable accommodation.

Responsibilities

• Serve as the first point of contact for help desk tickets from on-site and remote staff in person, by phone, by video, and through our HappyFox ticketing system
• Troubleshoot Windows and macOS laptops, printers, conference room technology, and mobile devices
• Manage user accounts, licenses, and permissions in Microsoft 365, Entra ID, and Active Directory
• Onboard and offboard on-site and remote staff, including device setup, shipping, imaging, and account provisioning
• Track hardware and software inventory and help plan device replacements
• Manage device configuration, patching, and security policies through NinjaOne mobile device management (MDM), along with multifactor authentication and endpoint protection
• Write and update how-to guides and knowledge base articles for staff
• Escalate complex issues to IT team or IT management and follow them through to resolution
• Spot recurring problems and recommend fixes that reduce future tickets

Skills

Windows/macOS troubleshooting

Microsoft 365 admin

Entra ID/Active Directory

Ticketing systems

Customer service

Documentation

Networking basics

Physical ability

Tools

NinjaOne MDM

HappyFox

Microsoft 365

Entra ID

Active Directory

PowerShell (basic)

Job description

PRR, Inc. is seeking a Help Desk Analyst in Seattle to keep our team connected and productive, both in the office and for remote staff. You’ll be the first point of contact for hardware, software, and account issues, and you’ll upgrade systems while guiding users with calm, friendly explanations.

You’ll troubleshoot Windows and macOS devices, manage Microsoft 365 and Entra ID accounts, and contribute to knowledge bases while helping prevent recurring problems.