Tier II Helpdesk Technician (On-Site)

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with company match

Paid Time Off

FSA program

Job summary

Pacific Office Automation is seeking a Tier 2 Service Desk Technician to join on-site in Beaverton, OR or Phoenix, AZ. You will provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while serving as a key escalation point for Tier 1 issues.

The role requires 2-4 years in a Help Desk/Service Desk setting, strong Windows and AD knowledge, familiarity with RMM tools, and a customer-focused approach to meet SLAs in a fast-paced MSP environment.

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.

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 (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

Windows administration

Active Directory

RMM tools

Networking fundamentals

SLA management

Communication skills

Tools

Remote support platforms

Microsoft 365

Job description

Tier 2 Helpdesk Technician| Full-time, on-site position| Monday-Friday 8am-5pm| Based in either Beaverton, Oregon, or Phoenix, Arizona.

PHOENIX, AZ: 4501 E McDowell Rd, Phoenix, AZ 85008

Compensation: $25-$30/hr

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 on-site in our Beaverton, OR or Phoenix, AZ 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

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

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.