Tier II Help Desk Technician - MSP Support & Security

Pacific Office Automation Inc.; Beaverton (OR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

401(k) with company match

PTO, vacation, and sick leave

FSA program

Job summary

Pacific Office Automation in Beaverton, OR is seeking a Tier 2 Service Desk Technician to provide advanced support across Windows endpoints, Microsoft 365, and cloud services, acting as escalation point for Tier 1.

You will work with clients to troubleshoot issues, maintain system performance, uphold SLAs, and contribute to security best practices within a fast-paced MSP setting.

This role emphasizes collaboration with Tier 3 and Engineering teams and opportunities for growth.

Qualifications

• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred).
• Strong knowledge of Windows 10/11 administration and Active Directory.
• 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 and update client docs.
• Collaborate with Tier 3/Engineering teams on complex issues and automation.
• Identify recurring problems and recommend long-term solutions.

Skills

Windows 10/11

Active Directory

RMM tools

Networking fundamentals

MSP experience

Azure/Entra ID

SLA management

Communication

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Tools

RMM tools

Remote support platforms

Job description

Pacific Office Automation in Beaverton, OR is seeking a Tier 2 Service Desk Technician to provide advanced support across Windows endpoints, Microsoft 365, and cloud services, acting as escalation point for Tier 1.

You will work with clients to troubleshoot issues, maintain system performance, uphold SLAs, and contribute to security best practices within a fast-paced MSP setting.

This role emphasizes collaboration with Tier 3 and Engineering teams and opportunities for growth.