Tier II Helpdesk Technician

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

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About Pacific Office Automation

Pacific Office Automation (POA) is the largest independently owned document imaging and technology dealer in the United States. Since 1976, we’ve grown to more than 30 branches across 11 western states: Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Idaho, Colorado, Texas, and Hawaii.

With over four decades of success in office equipment and technology solutions, we’ve built strong partnerships with leading manufacturers including Canon, Sharp, Konica Minolta, HP, Ricoh, and Lexmark.

At POA, you’ll find a fast-growing technology company that prioritizes employee development, offers competitive benefits, and fosters a collaborative, team-driven culture. We are committed to being a long-term employer by investing in ongoing training and certifications to keep our team ahead of evolving technology. We also believe every voice matters—regardless of tenure or title.

Position Overview

Join POA’s dynamic IT team as a Tier 2 Service Desk Technician in our Beaverton, OR office. In this role, you’ll provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while serving as a key escalation point for Tier 1 support.

You’ll work directly with clients to troubleshoot complex issues, maintain system performance, and deliver high-quality service aligned with SLAs and security best practices. This role is ideal for someone with strong technical depth, sound judgment, and a proactive approach in a fast-paced MSP environment.

Key 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
• Participate in on-call or after-hours support as needed

Qualifications

• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred)
• Strong knowledge of:
• Windows 10/11 administration
• 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

Preferred Qualifications

• Experience in an MSP environment
• Familiarity with Azure/Entra ID advanced features (Conditional Access, Identity Protection)
• Relevant certifications such as:
• CompTIA A+, Network+, Security+
• Clear path for advancement and leadership opportunities
• Collaborative, team-oriented culture

Benefits

• Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• PTO, vacation, and sick leave
• FSA program

Our Commitment to Diversity & Inclusion

Pacific Office Automation is an equal opportunity employer. We consider all qualified applicants without regard to race, color, national origin, gender, sexual orientation, gender identity or expression, age, religion, veteran status, or any other protected characteristic. We value diversity and believe it strengthens our organization.