IT Service Desk Technician I

Trupanion; Seattle (WA); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Sabbatical after 5 years

Pet-friendly office

On-site gym

Job summary

Trupanion in Seattle, WA is hiring an IT Service Desk Technician I for an in-office, on-site role five days a week. You will provide frontline end-user support for Microsoft 365, Windows devices, and workplace technology, acting as a highly visible on-site resource.

You will deploy devices, support onboarding, manage meeting room tech, asset lifecycle, and develop knowledge articles while upholding security and operational standards to improve employee experience.

Qualifications

• 0-2 years of experience in IT support, service desk, desktop support, or a customer-facing technical role.
• Experience supporting Microsoft 365, Windows 10/11, password resets, authentication services, and MFA.
• Experience troubleshooting laptops, peripherals, docking stations, monitors, printers, conference room technology, and common workplace applications.
• Experience provisioning, deploying, and supporting endpoint devices, including onboarding and equipment refresh activities.
• Experience managing IT assets throughout the device lifecycle, including inventory tracking, equipment recovery, loaner management, and secure disposal processes.
• Experience providing desk-side and remote support while managing incidents, service requests, and escalations.
• Ability to create and maintain technical documentation, knowledge articles, and process guides.
• Experience using an IT service management platform such as Jira Service Management, Freshservice, ServiceNow, or similar tools.
• Strong customer service, troubleshooting, verbal communication, and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to lift, move, stage, and install common technology equipment and provide regular on-site support.

Responsibilities

• Provide Tier 1 support for Microsoft 365, Windows devices, account access, password resets, MFA, business applications, and workplace technology.
• Deliver desk-side and remote support while owning incidents and service requests through resolution or escalation.
• Troubleshoot laptops, monitors, docking stations, printers, mobile devices, peripherals, and common software issues.
• Maintain accurate ticket documentation and communicate effectively with employees throughout the support process.
• Prepare, deploy, configure, and support laptops and workplace technology for new hires and existing employees.
• Support employee onboarding, equipment refreshes, hardware replacements, desk moves, and loaner device assignments.
• Assist with device recovery, redeployment, and secure equipment disposition activities.
• Support conference rooms, Microsoft Teams Rooms, audiovisual systems, and collaboration technologies.
• Perform basic room readiness checks and assist with support for meetings, events, and executive sessions.
• Troubleshoot audio, video, display, and connectivity issues.
• Maintain accurate inventory, asset assignments, lifecycle records, and equipment tracking.
• Manage loaner devices, accessory inventory, equipment storage, and device recovery activities.
• Support inventory audits and ensure technology assets are properly documented.
• Create and maintain knowledge articles, support documentation, and standard operating procedures.
• Follow company security, privacy, asset management, and technology standards.
• Identify opportunities to improve employee experience, service delivery, and operational efficiency.

Skills

Customer service

Troubleshooting

End-user support

Documentation

Desktop support

On-site support

Jira Service Management

MFA

Tools

Jira Service Management

Freshservice

ServiceNow

Microsoft Intune

Job description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Job Description

US – Seattle only: This position is open to candidates in the Seattle, WA area. You will have an in-office schedule where you will work from our casual, pet-friendly office 5 days a week.

The IT Service Desk Technician I provides frontline technical support for employees and workplace technology. This role serves as a highly visible on‑site resource responsible for end‑user support, device provisioning, onboarding, meeting room technology, asset lifecycle management, and day‑to‑day workplace technology operations. The ideal candidate is customer‑focused, detail‑oriented, and passionate about delivering an exceptional employee experience.

End User Support

• Provide Tier 1 support for Microsoft 365, Windows devices, account access, password resets, MFA, business applications, and workplace technology.
• Deliver desk‑side and remote support while owning incidents and service requests through resolution or escalation.
• Troubleshoot laptops, monitors, docking stations, printers, mobile devices, peripherals, and common software issues.
• Maintain accurate ticket documentation and communicate effectively with employees throughout the support process.

Device & Onboarding Support

• Prepare, deploy, configure, and support laptops and workplace technology for new hires and existing employees.
• Support employee onboarding, equipment refreshes, hardware replacements, desk moves, and loaner device assignments.
• Assist with device recovery, redeployment, and secure equipment disposition activities.

Meeting Room & Workplace Technology

• Support conference rooms, Microsoft Teams Rooms, audiovisual systems, and collaboration technologies.
• Perform basic room readiness checks and assist with support for meetings, events, and executive sessions.
• Troubleshoot audio, video, display, and connectivity issues.

Asset & Inventory Management

• Maintain accurate inventory, asset assignments, lifecycle records, and equipment tracking.
• Manage loaner devices, accessory inventory, equipment storage, and device recovery activities.
• Support inventory audits and ensure technology assets are properly documented.

Process & Operational Excellence

• Create and maintain knowledge articles, support documentation, and standard operating procedures.
• Follow company security, privacy, asset management, and technology standards.
• Identify opportunities to improve employee experience, service delivery, and operational efficiency.

Qualifications

Required Qualifications

• 0-2 years of experience in IT support, service desk, desktop support, or a customer‑facing technical role.
• Experience supporting Microsoft 365, Windows 10/11, password resets, authentication services, and MFA.
• Experience troubleshooting laptops, peripherals, docking stations, monitors, printers, conference room technology, and common workplace applications.
• Experience provisioning, deploying, and supporting endpoint devices, including onboarding and equipment refresh activities.
• Experience managing IT assets throughout the device lifecycle, including inventory tracking, equipment recovery, loaner management, and secure disposal processes.
• Experience providing desk‑side and remote support while managing incidents, service requests, and escalations.
• Ability to create and maintain technical documentation, knowledge articles, and process guides.
• Experience using an IT service management platform such as Jira Service Management, Freshservice, ServiceNow, or similar tools.
• Strong customer service, troubleshooting, verbal communication, and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Ability to lift, move, stage, and install common technology equipment and provide regular on‑site support.

Preferred Qualifications

• Familiarity with Microsoft Intune, Autopilot, Entra ID, Active Directory, or similar endpoint management technologies.
• Experience supporting Microsoft Teams Rooms, conferencing platforms, or audiovisual systems.
• Basic understanding of networking, endpoint management, and enterprise support environments.
• Experience coordinating hardware warranties, vendor support, shipping, or equipment logistics.

Additional Information

Compensation

• The base hourlyrange for this position is $29 - $33 on a full‑time schedule.
• Along with base compensation, Trupanion employees are currently eligible for monthly bonuses.
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five‑week sabbatical after five years of employment
• Open, casual, pet‑friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on‑site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

Trupanion is an equal‑opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.