Service Desk Technician (Tier 1/2)

Society of Defense Financial Management; Burlington, Northern (WA, KY); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

Paid time off and holidays

Paid sick leave per Washington law

401(k) with 5% employer match

Paid certification exams and training

Mileage reimbursement or company car

Job summary

Allixo is seeking a Service Desk Technician to be the first point of contact for clients. You will own tickets from initial call to resolution, fix most issues independently, and escalate to senior engineers when needed.

You will learn a modern MSP and security stack, work in regulated environments, and grow toward Tier 2 with company-paid certifications as you advance.

Qualifications

• 1–2 years of Tier 1/2 help desk or service desk experience (MSP experience preferred).
• Excellent customer service: patient, clear, and calm with frustrated or non-technical users.
• Strong technical aptitude and a habit of learning new tools quickly.
• Working knowledge of Windows 10/11, Active Directory or Entra ID, and Microsoft 365 administration.
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi-Fi.
• Clear written communication; you document as you go.
• Valid driver's license and reliable transportation for client site visits.
• Ability to pass a background check.

Responsibilities

• Answer client calls, emails and portal tickets; troubleshoot and resolve Tier 1 and Tier 2 issues remotely and on-site.
• Manage users, licenses, mailboxes, MFA and access in Microsoft 365 and Entra ID.
• Enroll, configure and support Windows endpoints with Intune; set up and deploy new workstations.
• Support Cisco Meraki networks: Wi-Fi, switching, VPN and basic firewall troubleshooting.
• Respond to alerts from our security and monitoring tools and escalation per runbook.
• Document everything in our PSA: clear ticket notes, accurate time entries, up-to-date client documentation.
• Handle onboarding and offboarding for client staff, following each client's security and compliance requirements.
• Visit client sites across Whatcom, Skagit and Snohomish counties as needed.

Skills

Help desk experience

Customer service

Technical aptitude

Windows administration

Active Directory / Entra ID

Microsoft 365 administration

Networking basics

Written communication

Driver's license

Background check

Tools

HaloPSA

ConnectWise

Autotask

RMM

Hudu

IT Glue

Intune

Job description

Service Desk Technician (Tier 1/2) – Allixo

Location: Burlington, WA (on-site, with travel to client sites in Whatcom, Skagit and Snohomish counties) Type: Full-time, non-remote

Pay: $50,000 – $70,000 per year, including benefits.

About Allixo

Allixo Technologies is a managed service provider based in Burlington, Washington. We're the IT and security team for local businesses that keep the region running: construction and trades, credit unions and financial services, agriculture, manufacturing, healthcare and professional services.

Our work goes past keeping the lights on. We secure Microsoft 365 environments, manage Cisco Meraki networks, and help clients meet compliance requirements like CMMC, HIPAA, and SOC 2. Our clients know us by name, and we want to keep it that way.

The role

As a Service Desk Technician, you're the first voice our clients hear when something breaks. You'll own tickets from first call to resolution, fix most issues yourself, and elevate cleanly when a problem needs a senior engineer.

This role is for someone who's good with technology and better with people. You'll learn a modern MSP and security stack, work in regulated environments most help desks never see, and grow toward Tier 2 and beyond with certifications we pay for.

What you'll do

• Answer client calls, emails and portal tickets; troubleshoot and resolve Tier 1 and Tier 2 issues remotely and on-site
• Manage users, licenses, mailboxes, MFA and access in Microsoft 365 and Entra ID
• Enroll, configure and support Windows endpoints with Intune; set up and deploy new workstations
• Support Cisco Meraki networks: Wi‑Fi, switching, VPN and basic firewall troubleshooting
• Respond to alerts from our security and monitoring tools and escalation per runbook
• Document everything in our PSA: clear ticket notes, accurate time entries, up-to-date client documentation
• Handle onboarding and offboarding for client staff, following each client's security and compliance requirements
• Visit client sites across Whatcom, Skagit and Snohomish counties as needed

What you bring

Required

• 1–2 years of Tier 1/Tier 2 help desk or service desk experience (MSP experience preferred)
• Excellent customer service: patient, clear, and calm with frustrated or non‑technical users
• Strong technical aptitude and a habit of learning new tools quickly
• Working knowledge of Windows 10/11, Active Directory or Entra ID, and Microsoft 365 administration
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi‑Fi
• Clear written communication; you document as you go
• Valid driver's license and reliable transportation for client site visits
• Ability to pass a background check

Nice to have

• Experience with an MSP stack: a PSA (HaloPSA, ConnectWise, Autotask), an RMM, and a documentation platform (Hudu, IT Glue)
• Intune or other endpoint management experience
• Exposure to Cisco Meraki or similar cloud‑managed networking
• Familiarity with security or compliance work (CMMC, HIPAA, NIST)

Some client environments, including defense contractors, require U.S. person status under federal regulations.

Certifications

Requirement

CompTIA A+ - Within 12 months of hire

Microsoft 365 Fundamentals (MS-900) - Within 18 months of hire

CompTIA Network+ or Security+ - Within 24 months of hire

Already hold any of these? Tell us; it counts toward your requirements.

Compensation and benefits

• Salary: $50,000 – $70,000 per year, based on experience and certifications
• Medical, dental and vision insurance
• Paid time off and paid holidays
• Paid sick leave per Washington law
• Retirement plan [401(k) with 5% employer match]
• Paid certification exams, training and study materials
• Mileage reimbursement or company vehicle for client site travel
• A clear growth path from Tier 1 into Tier 2, systems and security engineering

Allixo Technologies is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by law.