Service Desk Technician II
About The Position
Verathon® is looking for a Service Desk Technician II to become the newest member of our IT Team located in Bothell, WA. The Service Desk Technician II is an intermediate escalation point for Tier I technicians, resolving more complex technical issues and supporting end-user hardware, software, and networking needs. This role bridges the gap between Tier I and Tier III support by taking on tasks of moderate complexity and mentoring Tier I staff. A successful candidate will display strong problem-solving skills, a commitment to excellent customer service, and thrive in a dynamic, fast-paced environment.
Requirements
- 2+ years of experience in an IT service desk or technical support role.
- Proficiency in troubleshooting Windows and MacOS environments, including the M365 application suite.
- Experience with Active Directory, Azure AD, and Office 365 administration.
- Foundational knowledge of networking concepts (DNS, DHCP, TCP/IP) and VPN troubleshooting.
- Strong interpersonal and communication skills, focusing on customer empathy and professionalism.
- Familiarity with ITSM tools like 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 with the ability to conduct root cause analysis.
- Ability to manage multiple tasks effectively in a dynamic work environment.
- Commitment to confidentiality and compliance with organizational policies.
- Participates in on-call rotations for after-hours support.
- Willingness to travel domestically and internationally (less than ≤10%).
Nice To Haves
- Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred.
Responsibilities
- Provide second-level IT support for end-user incidents and service requests, including troubleshooting hardware, software, and networking issues.
- Support end-user environments by configuring, deploying, and maintaining hardware, peripherals, and applications.
- Maintain detailed documentation for issue resolutions and update knowledge base articles to improve team efficiency and user self-service options.
- Mentor Tier I technicians through knowledge-sharing sessions to enhance team capabilities and collaboration.
- Perform user account management tasks, such as 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 SLA compliance promptly.
Benefits
- Verathon provides a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off and a 401(k) matching plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
