IT Service Desk Technician II

Verathon, Inc.•Bothell, WA

2h•$26 - $38•Onsite

About The Position

Verathon is seeking a Service Desk Technician II to join its IT Team in Bothell, Washington. This intermediate-level role serves as an escalation point for Tier I technicians, resolving moderately complex technical issues and supporting end-user hardware, software, and networking needs. The position bridges Tier I and Tier III support, while mentoring Tier I staff. The successful candidate demonstrates strong problem-solving skills, excellent customer service, and the ability to thrive in a dynamic, fast-paced environment. The role provides second-level support for end-user incidents and service requests; configures, deploys, and maintains hardware, peripherals, and applications; and documents issue resolutions and knowledge-base articles. It also includes user-account administration, mobile device management, endpoint security and asset tracking, collaboration on escalated issues and SLA compliance, and participation in after-hours on-call rotations. Domestic and international travel of 10% or less is expected. This is an hourly position with a stated pay range of $25.61–$37.68. Full-time employees not on a commission plan may be eligible for the annual bonus plan based on company and individual performance. Benefits include medical, dental, and vision coverage, basic life insurance, paid holidays, paid time off, 401(k) matching, professional development programs, certification courses, tuition reimbursement, and employee engagement activities.

Requirements

At least 2 years of experience in an IT service desk or technical support role.
Proficiency troubleshooting Windows and macOS environments, including the M365 application suite.
Experience with Active Directory, Azure AD, and Office 365 administration.
Foundational knowledge of DNS, DHCP, TCP/IP, and VPN troubleshooting.
Strong interpersonal and communication skills, with customer empathy and professionalism.
Familiarity with ITSM tools such as ServiceNow, Freshservice, or Jira Service Management.
Ability to mentor Tier I staff and foster a collaborative team environment.
Knowledge of endpoint security solutions such as Microsoft Defender ATP or CrowdStrike.
Excellent analytical and problem-solving skills, including the ability to conduct root cause analysis.
Ability to manage multiple tasks in a dynamic work environment.
Commitment to confidentiality and compliance with organizational policies.
Willingness to travel domestically and internationally 10% or less.
Participation in after-hours on-call rotations.

Nice To Haves

Relevant certifications, such as CompTIA A+, ITIL v4 Foundation, or Microsoft certifications.

Responsibilities

Provide second-level IT support for end-user incidents and service requests, troubleshooting hardware, software, and networking issues.
Configure, deploy, and maintain end-user hardware, peripherals, and applications.
Document issue resolutions and update knowledge-base articles to improve team efficiency and user self-service.
Mentor Tier I technicians through knowledge-sharing sessions.
Perform user-account management, including Active Directory and Office 365 administration.
Support mobile device management, endpoint security solutions, and asset tracking.
Collaborate with Tier III technicians and IT leadership to resolve escalated issues and meet SLA requirements promptly.
Participate in on-call rotations for after-hours support.
Travel domestically and internationally, up to 10%.

Benefits

Medical insurance
Dental insurance
Vision insurance
Basic life insurance
Paid holidays
Paid time off
401(k) matching plan
Annual bonus plan eligibility for full-time employees not on a commission plan, based on company and individual performance
Professional development programs
Certification courses
Tuition reimbursement
Team appreciation events, team-building activities, and celebrations