IT Service Desk Tech II

Join Trupanion in Seattle for a role that blends strong technical problem-solving with a people-first end-user experience. You will work on-site five days a week in a casual, open, pet-friendly office, with amenities designed for an easier workday, including free parking, free on-site gym, dog walking services during business hours, and paid ORCA cards. Trupanion also offers comprehensive support for your wellbeing, plus rewards tied to performance, including monthly bonuses and Restricted Stock Units that vest over 4 years.

What you’ll do

The IT Service Desk Technician II delivers advanced Tier II support for desktop, laptop, software, hardware, and network-related incidents and service requests. You’ll serve as a key escalation resource across Windows and macOS, keeping critical IT systems running and ensuring issues are resolved with a responsive, professional approach. You will also help drive service delivery improvements by collaborating with internal IT teams to identify root causes and implement corrective actions.

• Provide Tier II technical support for end-user computing incidents and service requests (desktop, laptop, software, hardware, and network).
• Install, configure, upgrade, and maintain end-user devices, operating systems, applications, and peripheral equipment.
• Document incidents, resolutions, system changes, and support activities in JIRA.
• Collaborate with internal IT teams to identify root causes and improve service delivery.
• Maintain employee satisfaction through reliable, timely, user-focused support.
• Perform, schedule, and monitor system alerts, work queues, backups, and recovery activities.
• Support mobile device management platforms such as Intune, including device enrollment and basic configuration.
• Support conferencing and AV systems in meeting rooms and shared spaces.
• Contribute to internal documentation and knowledge base resources.
• Assist with broader IT initiatives such as system rollouts, procurement, and asset management.
• Provide occasional after-hours or weekend support when needed.

Windows expertise you’ll bring

• OS-level troubleshooting including BSOD, event logs, and performance tuning.
• Hands-on experience with BitLocker, driver and hardware issues, and power or thermal management.

Requirements

• 4+ years of experience in help desk, desktop support, or IT support (internship or academic lab experience considered).
• Professional experience supporting macOS and/or Windows.
• Familiarity with Microsoft 365 and basic Azure Active Directory functions (for example, user management and password resets).
• Experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Understanding of MDM tools, with Intune experience considered a plus.
• Strong communication skills with a service-oriented, user-focused mindset.
• Comfort using AI tools (examples provided: CoPilot, Gemini) to improve efficiency and problem-solving.
• Degree in IT, Computer Science, or a related field preferred (or equivalent experience); CompTIA A+ is a plus.
• Strong understanding of networking fundamentals: Wi-Fi, VPN, LAN, firewalls.

Compensation & eligibility

The base hourly range for this position is $33.65 - $35.33 on a full-time schedule. Trupanion employees are currently eligible for monthly bonuses in addition to base compensation. Restricted Stock Units are granted to all new team members and vest over 4 years.

Applicants must be authorized to work for any employer in the U.S. Trupanion is unable to sponsor or take over sponsorship of an employment visa at this time.