Senior Help Desk (L3_LL) Bellevue, WA

Diverge IT•Bellevue, WA

10d•$32 - $34•Hybrid

About The Position

A Senior Help Desk Technician bridges the gap between complex technical challenges and end-user productivity, serving as a trusted escalation point and hands-on problem solver across both on-site and remote client environments. This role involves diagnosing, troubleshooting, and resolving a wide range of IT issues that effectively address client challenges and deliver measurable day-to-day value. As a client-facing professional, the Senior Help Desk Technician must maintain a high level of professionalism and communication, translating complex technical issues into clear, actionable guidance for end users and stakeholders. Additionally, this role is responsible for supporting existing client technology environments, identifying recurring issues, inefficiencies, and opportunities for improvement. The technician must be equally comfortable communicating with frontline users and technical teams, ensuring timely resolution and alignment with client expectations. This role will customarily and regularly exercise discretion and independent judgement; displaying a willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Requirements

5+ Years IT Technical Support experience in Windows and MAC environments.
Strong understanding of Microsoft Windows 10/11, Office products, Microsoft 365 Admin portal, Azure (Entra), and Intune (Endpoint Manager).
Proficiency with macOS up to Sonoma (v15).
Solid foundation in troubleshooting network connectivity, email, printers, and user account permissions.
Demonstrate current knowledge of: Microsoft Windows 10/11; Office 365 suite including Outlook, SharePoint, and Teams (on PC, Mac, and mobile); Microsoft 365 Admin Portal; Azure Active Directory (Entra); Intune (Endpoint Manager); macOS up to Sonoma (v15); and general network troubleshooting tools.
Must possess a valid driver’s license and reliable transportation.

Nice To Haves

Experience working in a Managed Service Provider (MSP) environment preferred.
Equivalent combination of education and experience.
Windows MCSA - Windows 10
Windows MDAA - Modern Desktop Administrator Associate (Microsoft 365 Certified: Modern Desktop Administrator Associate preferred)
Apple Certified Support Professional (ACSP)
Apple Certified Associate - Mac Integration Basics
Microsoft Intune: 5 years (Preferred)
Microsoft 365: 5 years (Preferred)
Azure: 5 years (Preferred)
Local Candidates Only: Preferably in greater Bellevue, WA area as up to 75% of time may be on-site with strategic client(s).

Responsibilities

Serve as the primary escalation point for a team of technicians of varied skillsets and experience.
Provide on-site and remote support to clients operating Windows and Apple environments.
Support and administer Microsoft 365 and cloud-based network technologies across multiple client environments.
Mentor junior technicians and foster continuous learning within the help desk team.
Act as the escalation point for all Tier 1/Tier 2 technical issues that frontline technicians cannot resolve.
Troubleshoot and resolve complex issues related to Microsoft Windows 10/11, Office products, Microsoft 365 (Admin portal), Azure (Entra), Intune (Endpoint Manager), and macOS.
Administer user accounts and permissions in Active Directory and Microsoft 365 environments.
Support network connectivity, email, printers, and a wide variety of productivity and Line of Business applications.
Collaborate with clients to understand their technical environment and proactively identify potential issues.
Document resolutions and maintain knowledge base articles for recurring issues.
Quickly learn to support new productivity and Line of Business applications that clients use to run their businesses.