Service Desk Technician

Key Responsibilities • Provide Tier 1–2 technical support for Windows-based laptops, desktops, and peripherals • Troubleshoot and resolve hardware, software, and operating system issues • Administer Active Directory and Azure Entra ID (user creation, disabling accounts, password resets, group membership) • Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint • Prepare, image, configure, and deploy computers for new hires and replacements • Perform onboarding and offboarding IT tasks (account provisioning, access removal, asset recovery) • Diagnose and resolve common networking, printer, and connectivity issues • Document incidents, requests, and resolutions in a ticketing system • Escalate complex issues while maintaining ownership through resolution • Maintain inventory of IT assets and support lifecycle management • Deliver professional, customer-focused in-office support

Required Qualifications • 3–5 years of experience in a Service Desk, Desktop Support, or IT Support role • Strong knowledge of Windows 10/11 • Hands-on experience with Active Directory administration • Experience supporting Microsoft Office 365 • Proven ability to troubleshoot end-user computer issues • Experience preparing and deploying computers for employees • Strong communication skills and customer-service mindset • Ability to work onsite in Seattle, WA

Preferred Qualifications • Experience supporting macOS / Apple computers • Experience with IT ticketing systems (Zendesk, Jira, ServiceNow) • Basic understanding of networking concepts (DNS, DHCP, VPN) • Experience supporting mobile devices (iOS/Android) • Familiarity with endpoint security best practices

Work Environment • Fully in-office role based in Seattle, WA • Hands-on support environment with frequent user interaction • Standard business hours with occasional flexibility