IT Service Desk Tech II

Trupanion•Seattle, WA

8h•Onsite

About The Position

The IT Service Desk Technician II provides advanced technical support to employees by resolving hardware, software, network, and endpoint-related issues across Windows and macOS environments. This role serves as a key escalation resource, ensuring timely issue resolution, maintaining critical IT systems and documentation, and delivering an exceptional end-user experience. The ideal candidate is a customer focused problem solver who thrives in a fast-paced environment and contributes to continuous improvement of IT services, processes, and technology initiatives.

Requirements

4+ years of experience in help desk, desktop support, or IT support (internship or academic lab experience considered)
Experience supporting macOS and/or Windows in a professional environment
Familiarity with Microsoft 365 and basic Azure Active Directory functions (e.g., user management, password resets)
Exposure to ITSM platforms such as ServiceNow or Jira Service Management
Understanding of MDM tools; experience with Intune is a plus
Strong communication skills with a user-focused, service-oriented mindset
Comfort using AI tools (e.g., CoPilot, Gemini) to improve efficiency and problem-solving
Strong understanding of networking fundamentals (Wi-Fi, VPN, LAN, firewalls)
Advanced analytical and troubleshooting skills with the ability to identify root causes and resolve complex technical issues efficiently
Experience working in global, distributed, or multicultural organizations and supporting a diverse employee population
Proven ability to identify process improvement opportunities and contribute to service desk optimization initiatives
Strong technical documentation and knowledge management skills, including creating clear procedures and support articles
Excellent organizational and time-management skills with the ability to manage competing priorities in a fast-paced environment
Strong written and verbal communication skills with the ability to build positive relationships across technical and non-technical teams.

Nice To Haves

Degree in IT, Computer Science, or related field preferred (or equivalent experience)
CompTIA A+ is a plus

Responsibilities

Deliver Tier II technical support for desktop, laptop, software, hardware, and network-related incidents and service requests.
Install, configure, upgrade, and maintain end-user computing devices, operating systems, applications, and peripheral equipment.
Accurately document incidents, resolutions, system changes, and support activities within the JIRA platform.
Collaborate with internal IT teams to identify root causes, implement corrective actions, and enhance overall service delivery.
Maintain high levels of employee satisfaction by providing responsive, reliable, and professional technical support.
Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
Support mobile device management (MDM) platforms such as Intune, including device enrollment and basic configuration.
Provide support for conferencing and AV systems in meeting rooms and shared spaces.
Contribute to internal documentation and knowledge base resources.
Assist with broader IT initiatives, including system rollouts, procurement, and asset management.
Offer occasional after-hours or weekend support when needed.
Deep Windows expertise (required), including: OS-level troubleshooting (BSOD, event logs, performance tuning), BitLocker, driver/hardware issues, and power/thermal management.