Tier 2 Helpdesk Support

Olympia Computer is hiring a Tier 2 Helpdesk Support technician onsite in Olympia, WA to serve as an escalation point for complex support and client infrastructure projects.

Responsibilities

• Serve as the escalation point for Tier 1 technicians, resolving advanced issues across servers, networks, and Microsoft 365
• Own daily service desk queue management, prioritizing work to help meet client SLAs and response-time expectations
• Support and implement technical projects including server deployments, network hardware installations, and cloud migrations
• Use RMM tooling to monitor client environments, complete routine maintenance, and respond to alerts before they turn into downtime events
• Maintain accurate technical documentation and SOPs, track time, and communicate with clients in a professional, proactive manner

Requirements

• 3–5 years in an IT support role, including 1–2 years in an MSP environment
• Strong Windows Server administration skills: Active Directory, DNS, Group Policy, and DHCP
• Hands-on experience with VMware or Hyper-V
• Ability to configure and troubleshoot firewalls (including VPNs, NAT, and basic VLANs), plus switches and wireless access points
• Administration experience with Microsoft 365: Exchange Online, SharePoint, Teams, and Entra ID, along with cloud backup solutions
• Experience deploying and managing EDR/MDR solutions and overseeing centralized patch management
• Practical scripting capability to write and modify basic automations (at minimum, PowerShell) to handle routine tasks and remediations
• Familiarity with common MSP toolsets, including RMM and PSA platforms
• Exceptional written and verbal communication skills to clearly explain technical steps to end-users and business owners
• Valid driver’s license, reliable personal vehicle, and ability to travel locally to client sites for on-site support and deployments
• Willingness to participate in a rotating on-call schedule for after-hours and weekend emergency support
• Credentials are not required but highly valued: CompTIA Network+ / Security+ or Microsoft stack certifications (for example, modern desktop or Azure)

Technologies

• Microsoft 365, Exchange Online, SharePoint, Teams, Entra ID
• Active Directory, DNS, Group Policy, DHCP
• VMware, Hyper-V
• Firewalls, VPNs, NAT, VLANs, Switches, Wireless Access Points
• EDR, MDR, patch management
• PowerShell, RMM, PSA
• CompTIA Network+, CompTIA Security+, Azure

Benefits

• Flexible schedule
• Tuition reimbursement

Requirements & Logistics

• Valid driver’s license, reliable personal vehicle, and local travel ability for onsite support and deployments
• Participation in a rotating on-call schedule for after-hours and weekend emergency support
• CompTIA Network+/Security+ or Microsoft stack certifications (for example, modern desktop, Azure) are highly valued though not required

Role Details

• Permanent, full-time position with a consistent schedule
• Opportunity to work across diverse technical environments and expand skills within the technical department
• Work with a team focused on technical excellence, knowledge sharing, and community involvement

How to Apply

• Submit your resume and a brief cover letter
• In the cover letter, include your MSP experience and a specific example of a difficult technical issue you escalated and resolved

Location: Olympia, WA (onsite) | Salary: USD 44,000 - 60,000 per year | Experience: 3+ years