Service Desk Technician

Responsibilities

• Provide Tier 1–2 technical support for Windows-based laptops, desktops, and peripherals
• Troubleshoot and resolve hardware, software, and operating system issues
• Administer Active Directory and Azure Entra ID, including user creation and password resets
• Support Microsoft 365 services such as Outlook, Teams, OneDrive, and SharePoint
• Prepare, image, configure, and deploy computers for new hires and replacements
• Perform onboarding and offboarding IT tasks including account provisioning and asset recovery
• Diagnose and resolve common networking, printer, and connectivity issues
• Document incidents, requests, and resolutions in a ticketing system
• Maintain inventory of IT assets and support lifecycle management

Requirements

• 3–5 years of experience in a Service Desk, Desktop Support, or IT Support role
• Strong knowledge of Windows 10/11
• Hands-on experience with Active Directory administration
• Experience supporting Microsoft Office 365
• Proven ability to troubleshoot end-user computer issues
• Experience preparing and deploying computers for employees
• Strong communication skills and a customer-service mindset
• Ability to work onsite in Seattle, WA

Preferred Qualifications

• Experience supporting macOS / Apple computers
• Experience with IT ticketing systems such as Zendesk, Jira, or ServiceNow
• Basic understanding of networking concepts including DNS, DHCP, and VPN
• Experience supporting mobile devices (iOS/Android)
• Familiarity with endpoint security best practices

Benefits

• Comprehensive medical, dental, vision, disability, and life insurance
• Healthcare HSA with employer contribution
• 10 paid holidays, 10 days of paid annual leave, and 9 days of paid sick time
• Paid parental leave
• 401(k) with employer match
• Education assistance program and employee referral program

About the Company

WatchGuard Technologies, Inc. provides advanced security solutions to help organizations protect their networks, users, and data.