Desktop Support Technician

Infoblox•Tacoma, WA

2d•$68,500 - $99,770•Onsite

About The Position

We have an opportunity for a Desktop Support Technician to join our Global Service Desk team in Tacoma, reporting to the Director, Global Desktop Support. In this in office role, you will provide end-to-end frontline user support for desktop and laptop computers, applications, mobile devices, and related technology. You will respond to inquiries, complete end-user asset management, set up local and remote new hires, build user accounts, email accounts, and all related system access and roles. This is an exciting opportunity to learn multiple IT support technologies and processes, including client computing, IT asset management, global service desk operations, and front-end site support. Full-time in office required at our Tacoma location.

Requirements

2+ years in a desktop/helpdesk support role with demonstrated proficiency in troubleshooting, technical problem-solving, and customer support
Expertise in Apple (Mac) and Dell hardware with end-to-end device diagnostics, reimaging, and lifecycle management
Strong knowledge of macOS and Windows OS, including core issue resolution and performance optimization
Proficiency in Microsoft 365 (M365), Outlook, and SSO integrations
Hands-on experience with Okta (SSO, MFA) and identity/access management workflows
Experience with ServiceNow or similar ticketing tools, ensuring accurate documentation and tracking
Solid troubleshooting across network, VPN, wireless, printing, mobile devices, AV systems, and browser-based applications
Working knowledge of Active Directory, remote support tools, and endpoint management platforms (Intune, Jamf) along with KB/SOP creation
Exposure to AI-powered ITSM capabilities such as ticket categorization, routing, or knowledge suggestions (e.g., ServiceNow Predictive Intelligence, virtual agents) to improve service desk efficiency
Working experience or familiarity with enterprise AI tools (e.g., Microsoft Copilot, Glean) to assist in troubleshooting, knowledge retrieval, and enhancing end-user support experience while adhering to organizational AI policies

Nice To Haves

Contribute to Global Service Desk initiatives and projects like knowledge base creation and automation enhancement
Work independently on all L1 and L2 ticket resolutions
Achieve all Global Service Desk SLAs on response time and resolution time
Work on asset management requirements individually
Work on endpoint remediation with 100% remediation success in a given time
Demonstrate continuous learning adaptability and commitment to professional growth
Contribute to overall service delivery enhancements like incident trends
Collaborate with various stakeholders like HRIS, Procurement, and Finance on various IT support enhancements
Participate in rotational on-call responsibilities as applicable

Responsibilities

Provide day-to-day IT support to local, remote, and global users through multiple methods, including an online ticketing system, in-person, email, and instant messaging
Deliver end-to-end IT support for global users via ServiceNow, in-person, and remote channels
Provision and support Apple (Mac) and Dell devices, including imaging, configuration, and deployment with M365 and Okta (SSO/MFA)
Manage user identity and access using Active Directory and Okta, ensuring secure authentication and compliance
Perform hardware lifecycle management including onboarding, offboarding, asset tracking, and inventory control
Troubleshoot across macOS/Windows, network, VPN, wireless, printing, AV systems, and enterprise applications
Leverage AI-powered tools and ServiceNow capabilities (e.g., predictive intelligence, virtual agents, knowledge suggestions) to improve ticket resolution time and enhance service desk efficiency
Utilize enterprise AI platforms (e.g., Microsoft Copilot, Glean) to assist in troubleshooting, generate knowledge content, and enable faster, self-service-driven user support