Tier II Helpdesk Technician — On-site, Growth & Benefits

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

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.