Responsibilities/Tasks:- Solve Tier 1 & Tier 2 tickets.
- Serve as escalation point for complex service desk tickets.
- Diagnose and resolve advanced hardware, software, and access issues.
- Administer Microsoft 365 environment (user provisioning, access control, device compliance).
- Manage endpoint deployment via Intune/Autopilot.
- Maintain and troubleshoot network connectivity (VPN, DNS, DHCP issues).
- Support job sites and field users (remote + occasional onsite).
- Maintain documentation, SOPs, and knowledge base articles.
- 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:- Ticket resolution time (SLA compliance)
- First-call resolution rate
- Customer satisfaction (CSAT)
- Documentation completeness and accuracy
Qualifications:Required
- 6 years minimum of experience in an IT support or helpdesk role (Level 1 or Level 2).
- Hands-on experience with Microsoft Intune, Autopilot, and Entra ID (Azure AD).
- Solid understanding of Windows 10/11 operating systems.
- Working knowledge of TCP/IP networking, including IP addressing, DNS, and DHCP.
- Experience configuring network printers, including SMTP relay and static IP assignment.
- Familiarity with SharePoint Online document libraries and permissions management.
- Basic proficiency in PowerShell scripting and command-line tools.
Preferred
- Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or equivalent.
- Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint Admin Center).
- Familiarity with ticketing systems and ITIL-based service management practices.
- Experience supporting both Windows and iOS Mobile devices in a managed environment.
Competencies & Soft Skills
- Resourcefulness - Willingness to research, learn, and adapt when encountering unfamiliar problems.
- Communication - Ability to explain technical concepts to non-technical end users clearly and patiently.
- Accountability - Takes ownership of issues through resolution, with thorough documentation.
- Collaboration - Works effectively alongside Level 1 technicians, senior engineers, and cross-functional teams.
- Attention to Detail - Ensures configurations, permissions, and deployments are accurate and well-documented.
- Organizational skills - Ensure whenever solutions are discovered, they are properly documented for future use.
Work Environment:- On-site presence required for hardware setup, printer configuration, and hands-on support.
- Occasional travel to satellite offices or job sites may be required.
- May involve lifting equipment up to 50 lbs.
Hermanson offers a comprehensive benefits package designed to support your health, financial future, and professional growth.- Competitive pay with bonus opportunities
- Medical, prescription, dental & vision coverage with zero to low weekly premiums
- 401(k) with discretionary company match
- Generous paid time off (vacation, sick time, and paid holidays)
- Disability income protection
- Life insurance for employees and eligible dependents
- Optional added protection with critical illness and accident plans
- Career growth & development opportunities
- In-house training programs
- Certificate & tuition reimbursement
- Wellness program
- Employee Assistance Program (EAP)
The pay range for this position may vary depending on job-related knowledge, skills and experience.
WA Residents
$75,000-$90,000 USD
