Service Desk Technician II

Verathon • Bothell, WA

2d • $27 - $35

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.

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.
• Participates in on-call rotations for after-hours support.
• Willingness to travel domestically and internationally (less than ≤10%).

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed