About this role
Responsibilities/Tasks:
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Solve Tier 1 & Tier 2 tickets.
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Serve as escalation point for complex service desk tickets.
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Diagnose and resolve advanced hardware, software, and access issues.
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Administer Microsoft 365 environment (user provisioning, access control, device compliance).
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Manage endpoint deployment via Intune/Autopilot.
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Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
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Support job sites and field users (remote + occasional onsite).
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Maintain documentation, SOPs, and knowledge base articles.
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Partner with IT leadership on process improvements and automation.
The salary range for this position is $75,000 to $90,000. (The compensation offered may vary depending on job-related knowledge, skills and experience).
KPI’s:
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Ticket resolution time (SLA compliance)
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First-call resolution rate
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Customer satisfaction (CSAT)
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Documentation completeness and accuracy
Qualifications
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Required
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6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
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Hands-on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
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Solid understanding of Windows 10/11 operating systems.
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Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
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Experience configuring network printers, including SMTP relay and static IP assignment.
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Familiarity with SharePoint Online document libraries and permissions management.
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Basic proficiency in PowerShell scripting and command-line tools.
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Preferred
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Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
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Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
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Familiarity with ticketing systems and ITIL-based service management practices.
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Experience supporting both Windows and iOS Mobile devices in a managed environment.
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Competencies & Soft Skills
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Resourcefulness — Willingness to research, learn, and adapt when encountering unfamiliar problems.
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Communication — Ability to explain technical concepts to non-technical end users clearly and patiently.
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Accountability — Takes ownership of issues through resolution, with thorough documentation.
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Collaboration — Works effectively alongside Level 1 technicians, senior engineers, and cross-functional teams.
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Attention to Detail — Ensures configurations, permissions, and deployments are accurate and well-documented.
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Organizational skills — Ensure whenever solutions are discovered, they are properly documented for future use.
Work Environment:
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On-site presence required for hardware setup, printer configuration, and hands-on support.
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Occasional travel to satellite offices or job sites may be required.
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May involve lifting equipment up to 50 lbs.
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Hermanson offers a comprehensive benefits package designed to support your health, financial future, and professional growth.
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Competitive pay with bonus opportunities
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Medical, prescription, dental & vision coverage with zero to low weekly premiums
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401(k) with discretionary company match
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Generous paid time off (vacation, sick time, and paid holidays)
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Disability income protection
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Life insurance for employees and eligible dependents
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Optional added protection with critical illness and accident plans
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Career growth & development opportunities
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In-house training programs
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Certificate & tuition reimbursement
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Wellness program
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Employee Assistance Program (EAP)
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Hermanson company LLC is proud to be an Equal Opportunity Employer. Hermanson does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.
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The pay range for this position may vary depending on job-related knowledge, skills and experience.
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WA Residents
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$75,000—$90,000 USD