Senior Service Desk Analyst

Hermanson Company; Kent (WA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Medical, prescription, dental & vision

401(k) with discretionary match

Paid time off

Disability income protection

Life insurance

Tuition reimbursement

Wellness program

Employee Assistance Program

Job summary

Hermanson Company in Washington state is seeking an IT Support Specialist to resolve Tier 1 and Tier 2 tickets, partner with leadership, and support field users.

You will administer Microsoft 365, manage Intune/Autopilot, configure networking, printers, DNS/DHCP, and document SOPs. On-site presence is required with occasional travel to satellite offices; the role offers competitive pay and comprehensive benefits.

Qualifications

• 6+ years of IT support or helpdesk experience (Tier 1/2).
• Hands-on with Intune, Autopilot, and Entra ID (Azure AD).
• Solid Windows 10/11 knowledge and TCP/IP networking fundamentals.
• Experience with SharePoint Online, printers, and PowerShell basics.

Responsibilities

• Resolve Tier 1 & Tier 2 tickets and escalate complex issues.
• Diagnose hardware, software, and access problems; document SOPs.
• Administer Microsoft 365 and manage endpoint deployment via Intune/Autopilot.
• Support VPN, DNS, DHCP, printers; assist field users on-site as needed.
• Collaborate with IT leadership on process improvements and automation.

Skills

6+ years IT support experience

Communications

Attention to detail

Organizational skills

Tools

Microsoft Intune

Autopilot

Entra ID (Azure AD)

Windows 10/11

TCP/IP networking

DNS/DHCP

SharePoint Online

PowerShell

SMTP relay

Job description

Responsibilities/Tasks:

• Solve Tier 1 & Tier 2 tickets.
• Serve as escalation point for complex service desk tickets.
• Diagnose and resolve advanced hardware, software, and access issues.
• Administer Microsoft 365 environment (user provisioning, access control, device compliance).
• Manage endpoint deployment via Intune/Autopilot.
• Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
• Support job sites and field users (remote + occasional onsite).
• Maintain documentation, SOPs, and knowledge base articles.
• Partner with IT leadership on process improvements and automation.

The salary range for this position is $75,000 to $90,000. (The compensation offered may vary depending on job-related knowledge, skills and experience).

KPI’s:

• Ticket resolution time (SLA compliance)
• First-call resolution rate
• Customer satisfaction (CSAT)
• Documentation completeness and accuracy

Qualifications:

Required

• 6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
• Hands‑on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
• Solid understanding of Windows 10/11 operating systems.
• Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
• Experience configuring network printers, including SMTP relay and static IP assignment.
• Familiarity with SharePoint Online document libraries and permissions management.
• Basic proficiency in PowerShell scripting and command‑line tools.

Preferred

• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
• Familiarity with ticketing systems and ITIL‑based service management practices.
• Experience supporting both Windows and iOS Mobile devices in a managed environment.

Competencies & Soft Skills

• Resourcefulness — Willingness to research, learn, and adapt when encountering unfamiliar problems.
• Communication — Ability to explain technical concepts to non‑technical end users clearly and patiently.
• Accountability — Takes ownership of issues through resolution, with thorough documentation.
• Collaboration — Works effectively alongside Level 1 technicians, senior engineers, and cross‑functional teams.
• Attention to Detail — Ensures configurations, permissions, and deployments are accurate and well‑documented.
• Organizational skills — Ensure whenever solutions are discovered, they are properly documented for future use.

Work Environment:

• On‑site presence required for hardware setup, printer configuration, and hands‑on support.
• Occasional travel to satellite offices or job sites may be required.
• May involve lifting equipment up to 50 lbs.

Hermanson offers a comprehensive benefits package designed to support your health, financial future, and professional growth.

• Competitive pay with bonus opportunities
• Medical, prescription, dental & vision coverage with zero to low weekly premiums
• 401(k) with discretionary company match
• Generous paid time off (vacation, sick time, and paid holidays)
• Disability income protection
• Life insurance for employees and eligible dependents
• Optional added protection with critical illness and accident plans
• Career growth & development opportunities
• In-house training programs
• Certificate & tuition reimbursement
• Wellness program
• Employee Assistance Program (EAP)

Hermanson company LLC is proud to be an Equal Opportunity Employer. Hermanson does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.

The pay range for this position may vary depending on job-related knowledge, skills and experience.

WA Residents

$75,000—$90,000 USD