Tier II IT Helpdesk Technician — MSP Escalation Expert

Pacific Office Automation Inc.; Phoenix (AZ); On-site; USD 50,000 - 70,000; 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 is seeking a Tier 2 Service Desk Technician to join our Beaverton, OR office. You will provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while escalating Tier 1 issues.

Ideal candidates have 2–4 years of MSP help desk experience, strong Windows 10/11 and Active Directory skills, and familiarity with RMM tools and networking. Join a team that emphasizes service quality and ongoing professional growth.

Qualifications

• 2–4 years Help Desk or Service Desk experience (MSP experience strongly preferred).
• Strong knowledge of Windows 10/11 administration and Active Directory in hybrid environments.
• Experience with RMM tools and remote support platforms; solid networking fundamentals (TCP/IP, DNS, VPNs).
• Ability to manage multiple priorities and meet SLAs; strong documentation skills.

Responsibilities

• Serve as Tier 2 escalation point for service desk incidents and requests.
• Troubleshoot advanced endpoint, application, and connectivity issues.
• Administer and support Microsoft 365 and cloud environments.
• Manage user access, identity, and security (MFA, conditional access).
• Diagnose and resolve issues across Windows 10/11 and business apps.
• Support basic networking (DNS, DHCP, VPNs, firewall access).
• Use RMM tools to monitor, maintain, and remediate endpoint health.
• Document all work clearly within ticketing systems and client docs.
• Collaborate with Tier 3/Engineering on complex issues and automation opportunities.

Skills

Windows 10/11 admin

Active Directory

RMM tools

Networking basics

MSP experience

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Tools

Azure/Entra ID

Remote support platforms

Job description

Pacific Office Automation is seeking a Tier 2 Service Desk Technician to join our Beaverton, OR office. You will provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while escalating Tier 1 issues.

Ideal candidates have 2–4 years of MSP help desk experience, strong Windows 10/11 and Active Directory skills, and familiarity with RMM tools and networking. Join a team that emphasizes service quality and ongoing professional growth.