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# Tier II Helpdesk Technician

- **Company:** Pacific Office Automation
- **Location:** Phoenix, AZ, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Microsoft Azure, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, Virtual Private Networks (VPN), Networking Basics, Microsoft SharePoint, TCP/IP, Cloud Platform System, Firewalls (Computer Science), 3-tier Architectures
- **Published:** October 18, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e348a647a8af939e

## About the Role

* 2-4 years of Help Desk or Service Desk experience (MSP experience strongly preferred)

 * Strong knowledge of:

 * Windows 10/11 administration

 * Microsoft 365 (Exchange Online, Entra ID, Teams)

 * Active Directory and hybrid environments

 * Experience with RMM tools and remote support platforms

 * Solid understanding of networking fundamentals (TCP/IP, DNS, VPNs)

 * Ability to manage multiple priorities and meet SLA expectations

 * Strong communication and documentation skills

Preferred Qualifications

 * Experience in an MSP environment

 * Familiarity with Azure/Entra ID advanced features (Conditional Access, Identity Protection)

 * Experience supporting multi-tenant environments

 * Relevant certifications such as:

 * CompTIA A+, Network+, Security+

 * Microsoft certifications (MS-900, AZ-104, MD-102, etc.)

## Description

Join POA's dynamic IT team as a Tier 2 Service Desk Technician in our Beaverton, OR office. In this role, you'll provide advanced technical support across endpoint devices, Microsoft 365, and cloud environments while serving as a key escalation point for Tier 1 support.

You'll work directly with clients to troubleshoot complex issues, maintain system performance, and deliver high-quality service aligned with SLAs and security best practices. This role is ideal for someone with strong technical depth, sound judgment, and a proactive approach in a fast-paced MSP environment.

Key Responsibilities

 * Serve as the Tier 2 escalation point for service desk incidents and requests

 * Troubleshoot advanced endpoint, application, and connectivity issues

 * Administer and support Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint, OneDrive)

 * Manage user access, identity, and security (MFA, conditional access, lifecycle management)

 * Diagnose and resolve issues across Windows 10/11 and business applications

 * Support basic networking (DNS, DHCP, VPNs, firewall/client connectivity)

 * Use RMM tools to monitor, maintain, and remediate endpoint health

 * Troubleshoot endpoint security tools (e.g., Defender, WatchGuard, EDR platforms)

 * Document all work clearly within ticketing systems

 * Maintain and update client documentation

 * Collaborate with Tier 3/Engineering teams on complex issues

 * Identify recurring problems and recommend long-term solutions or automation

 * Participate in on-call or after-hours support as needed