Help Desk Technician

We’re looking for a Help Desk Technician to join our team remotely, providing first- and second-line support to our client base. You’ll be the first voice or message our clients hear when something’s not working - troubleshooting issues, resolving tickets, and escalating what you can’t solve on your own. This is a great fit for someone who’s technically sharp, communicates clearly with non-technical users, and thrives in a fast-paced, ticket-driven environment.

What You’ll Do

• Field inbound support requests via phone, email, and ticketing system (Autotask PSA)
• Triage, prioritize, and resolve Tier 1/2 tickets: password resets, printer issues, connectivity problems, software troubleshooting, user account management, and general desktop support
• Remotely access and support client workstations and servers using our RMM platform (Datto RMM)
• Document all work clearly and consistently in our ticketing and knowledge base systems (Hudu)
• Escalate complex issues to senior engineers with clear, thorough notes
• Monitor and respond to RMM alerts for patching, backups, and endpoint health
• Maintain a professional, friendly, and patient tone with every client interaction
• Follow documented client-specific procedures and security requirements (including HIPAA/PCI-aware clients)
• Meet SLA response and resolution targets

• 1-3+ years of IT help desk or technical support experience (MSP experience a plus)
• Solid working knowledge of Windows desktop/server environments, Active Directory/Entra ID, Microsoft 365, and common networking fundamentals (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• Familiarity with remote support and RMM tools
• Strong written and verbal communication skills - you can explain technical issues in plain English
• Ability to manage multiple tickets and priorities without dropping the ball
• A calm, patient, customer-first attitude, even when things are stressful
• Reliable high-speed internet and a quiet, professional home work environment
• Must be based in or near the Tri-Cities, WA area for occasional in-office meetings, equipment pickup, or on-site coverage as needed

Nice to Have

• Relevant certifications (CompTIA A+/Network+/Security+, Microsoft, etc.)
• Experience with firewall/network appliance basics (Sophos a plus)
• Prior experience supporting regulated industries (healthcare, retail/PCI)

Pulled from the full job description

• Dental insurance
• Flexible schedule

509 Geek is a managed IT services provider serving small and mid-sized businesses across the Tri-Cities and Eastern Washington. We support clients in dental/medical, retail/restaurant, legal, and agricultural/industrial industries - keeping their networks secure, their systems running, and their people productive. We’re a tight-knit, no-nonsense team that values clear communication, fast response times, and doing things right the first time.