On-Site Tier 2 IT Helpdesk Technician (Beaverton/Phoenix)

Pacific Office Automation Inc.; Phoenix (OR); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

401(k) with company match

PTO, vacation, and sick leave

FSA program

Clear path for advancement

Job summary

Pacific Office Automation is seeking a Tier 2 Service Desk Technician for on-site roles in Beaverton, OR or Phoenix, AZ. You’ll provide advanced escalation support for endpoint devices, Microsoft 365, and hybrid AD environments while ensuring SLA alignment and security best practices.

Join a fast-paced MSP team focused on proactive problem solving, documentation, and collaboration with Tier 3 engineers to deliver reliable IT outcomes for our clients.

Qualifications

• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred).
• Strong knowledge of Windows 10/11 administration.
• Strong knowledge of Microsoft 365 (Exchange Online, Entra ID, Teams).
• Experience with 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.

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.

Skills

Tier 2 support

Windows 10/11 administration

Microsoft 365

Active Directory

Networking fundamentals

Documentation

Tools

RMM tools

Remote support platforms

Job description

Pacific Office Automation is seeking a Tier 2 Service Desk Technician for on-site roles in Beaverton, OR or Phoenix, AZ. You’ll provide advanced escalation support for endpoint devices, Microsoft 365, and hybrid AD environments while ensuring SLA alignment and security best practices.

Join a fast-paced MSP team focused on proactive problem solving, documentation, and collaboration with Tier 3 engineers to deliver reliable IT outcomes for our clients.