Helpdesk Technician

Role: Helpdesk Technician

Location: Seattle, WA - Onsite

Position Type: Contract to Hire

Annual Compensation Range: $62,000-$72,000

Overview

We are seeking a Helpdesk Technician to join a fast-paced IT team supporting 20+ regional offices and 500+ employees nationwide. This role is ideal for someone who thrives in a dynamic environment and enjoys troubleshooting across a broad range of technologies.

You will be responsible for managing your own ticket queue, resolving technical issues, and delivering exceptional end-user support across multiple channels including phone, email, chat, and in-person.

Key Responsibilities

• Manage and resolve helpdesk tickets via ticketing system (ConnectWise PSA)


• Provide Tier 2 support for hardware, software, and user issues


• Troubleshoot Windows systems, Office 365, and cloud/on-prem environments


• Support and administer Active Directory and Azure/Entra ID


• Assist with device imaging, deployment, and asset management


• Document issues, resolutions, and maintain accurate ticket notes


• Create and update internal knowledge base documentation (IT Glue)


• Collaborate with team members and escalate complex issues as needed


• Deliver strong customer service across phone, in-person, and written communication

Technical Environment

• Microsoft Office 365


• Microsoft Intune


• SharePoint Online


• Active Directory (on-prem & Azure/Entra ID)


• Microsoft Teams & Cisco WebEx


• ConnectWise PSA (ticketing)


• IT Glue (documentation)

Qualifications

• 2-4 years of IT Helpdesk or Desktop Support experience


• Experience in mid-to-large enterprise environments


• Prior MSP experience preferred


• Strong troubleshooting and multitasking skills


• Experience with ticketing systems and SLA-driven environments


• Excellent written and verbal communication skills

Preferred:

• Bachelor's degree (or equivalent experience)


• IT certifications (CompTIA A+, Network+, etc.)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.