Helpdesk Technician Tier II

Potelco, Inc.•Sumner, WA

23h•$30 - $35•Onsite

About The Position

If you enjoy working with a great group of professionals, are detail-oriented, thrive in a fast-paced environment, and enjoy solving technical challenges while supporting end users, then we have a role for you! Potelco, Inc., a Quanta Services company, is seeking an IT Helpdesk Technician – Tier II to join our Information Technology team in Sumner, WA. The IT Helpdesk Technician – Tier II builds upon Tier I responsibilities and is responsible for independently resolving moderately complex technical issues while providing elevated support to end users. This role emphasizes deeper technical ownership, reduced reliance on escalation, high-quality documentation, and active contribution to continuous service improvement. Applicants that do not meet the following qualifications but at have at least 1 year of IT Helpdesk expercience may qualify for an IT Helpdesk Technician - Tier I role. Pay for this role is $30 - $35/hr depending on expercience. This role is 100% on site.

Requirements

Completion of additional externally verifiable education beyond Tier I, aligned with enterprise endpoint support and administration.
Demonstrated experience supporting Windows endpoints, identity/access management, and modern device management tools.
Strong troubleshooting, documentation, and communication skills.
Ability to work independently while collaborating effectively with IT peers and cross-functional teams.
Ability to manage competing priorities in a fast-paced, service-driven environment.
Must pass mandatory drug and alcohol screening(s).
Valid driver’s license.

Responsibilities

Independently diagnose, troubleshoot, and resolve moderately complex endpoint, application, and access-related issues.
Perform advanced Windows endpoint troubleshooting and remediation within defined scope.
Administer Active Directory user and group access, including creation, modification, and access validation.
Provide operational support for Exchange On-Prem and Exchange Online, including routine administration and basic troubleshooting.
Provision and troubleshoot endpoints using Autopilot.
Support and troubleshoot Apple iOS/iPadOS devices through MDM.
Manage device compliance, policies, and troubleshooting within Intune.
Perform basic Group Policy troubleshooting and validation.
Resolve common physical and user-facing network connectivity issues and escalate appropriately when required.
Create and modify basic PowerShell scripts to support operational tasks and efficiencies.
Conduct root cause analysis for recurring or systemic issues.
Produce clear, accurate remediation and resolution documentation.
Author, update, and maintain knowledge base articles to support Tier I technicians and end users.
Contribute to continuous improvement initiatives aimed at reducing repeat incidents and escalation rates.
Meet or exceed established performance standards, including resolution rate and documentation expectations.
Reduce escalations to Tier III by resolving issues independently whenever possible.
Support onboarding, training, and mentoring of Tier I technicians as needed.
Other duties and tasks, as assigned.