| Location | Phoenix, AZ |
Tier 2 Helpdesk Technician| Full-time, on-site position| Monday–Friday| Based in either Beaverton, Oregon, or Phoenix, Arizona.
Beaverton, OR: 14747 NW Greenbrier Pkwy, Beaverton, OR 97006
Phoenix, AZ: 4501 E McDowell Rd, Phoenix, AZ 85008
About Pacific Office Automation
Pacific Office Automation (POA) is the largest independently owned document imaging and technology dealer in the United States. Since 1976, we’ve grown to more than 30 branches across 11 western states: Oregon, Washington, California, Arizona, New Mexico, Nevada, Utah, Idaho, Colorado, Texas, and Hawaii.
With over four decades of success in office equipment and technology solutions, we’ve built strong partnerships with leading manufacturers including Canon, Sharp, Konica Minolta, HP, Ricoh, and Lexmark.
At POA, you’ll find a fast-growing technology company that prioritizes employee development, offers competitive benefits, and fosters a collaborative, team-driven culture. We are committed to being a long-term employer by investing in ongoing training and certifications to keep our team ahead of evolving technology. We also believe every voice matters—regardless of tenure or title.
Position Overview
Join POA’s dynamic IT team as a Tier 2 Service Desk Technician on-site in our Beaverton, OR or Phoenix, AZ 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
Qualifications
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.)
Benefits
Clear path for advancement and leadership opportunities
Collaborative, team-oriented culture
Medical, Dental, Vision, and Life Insurance
401(k) with company match
PTO, vacation, and sick leave
FSA program
Our Commitment to Diversity & Inclusion
Pacific Office Automation is an equal opportunity employer. We consider all qualified applicants without regard to race, color, national origin, gender, sexual orientation, gender identity or expression, age, religion, veteran status, or any other protected characteristic. We value diversity and believe it strengthens our organization.
#LI-Onsite