Tier II IT Helpdesk Technician — Endpoint & Cloud Support

Pacific Office Automation Inc.; Beaverton (OR); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life Ins.

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 endpoint devices, Microsoft 365, and cloud services. You will serve as a key escalation point for Tier 1 and work directly with clients to troubleshoot complex issues.

Ideal candidates have MSP experience, 2–4 years in help desk, strong Windows and Active Directory skills, familiarity with RMM tools, and a collaborative, security-conscious approach in a fast-paced environment.

Qualifications

• 2–4 years of Help Desk or Service Desk experience (MSP experience strongly preferred).
• 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 ).
• 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.

Skills

Help Desk experience

Windows 10/11

Active Directory

RMM tools

Networking basics

Documentation

SLA management

Tools

MSP remote tools

Remote support platforms

Microsoft 365 admin tools

Job description

Pacific Office Automation in Beaverton, OR is seeking a Tier 2 Service Desk Technician to provide advanced support across endpoint devices, Microsoft 365, and cloud services. You will serve as a key escalation point for Tier 1 and work directly with clients to troubleshoot complex issues.

Ideal candidates have MSP experience, 2–4 years in help desk, strong Windows and Active Directory skills, familiarity with RMM tools, and a collaborative, security-conscious approach in a fast-paced environment.