About this Service Desk Technician role at Watchguard
Watchguard · Seattle, Washington
Key Responsibilities
• Provide Tier 1–2 technical support for Windows-based laptops, desktops, and peripherals
• Troubleshoot and resolve hardware, software, and operating system issues
• Administer Active Directory and Azure Entra ID (user creation, disabling accounts, password resets, group membership)
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
• Prepare, image, configure, and deploy computers for new hires and replacements
• Perform onboarding and offboarding IT tasks (account provisioning, access removal, asset recovery)
• Diagnose and resolve common networking, printer, and connectivity issues
• Document incidents, requests, and resolutions in a ticketing system
• Escalate complex issues while maintaining ownership through resolution
• Maintain inventory of IT assets and support lifecycle management
• Deliver professional, customer-focused in-office support
• Troubleshoot and resolve hardware, software, and operating system issues
• Administer Active Directory and Azure Entra ID (user creation, disabling accounts, password resets, group membership)
• Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint
• Prepare, image, configure, and deploy computers for new hires and replacements
• Perform onboarding and offboarding IT tasks (account provisioning, access removal, asset recovery)
• Diagnose and resolve common networking, printer, and connectivity issues
• Document incidents, requests, and resolutions in a ticketing system
• Escalate complex issues while maintaining ownership through resolution
• Maintain inventory of IT assets and support lifecycle management
• Deliver professional, customer-focused in-office support
Required Qualifications
• 3–5 years of experience in a Service Desk, Desktop Support, or IT Support role
• Strong knowledge of Windows 10/11
• Hands-on experience with Active Directory administration
• Experience supporting Microsoft Office 365
• Proven ability to troubleshoot end-user computer issues
• Experience preparing and deploying computers for employees
• Strong communication skills and customer-service mindset
• Ability to work onsite in Seattle, WA
• Strong knowledge of Windows 10/11
• Hands-on experience with Active Directory administration
• Experience supporting Microsoft Office 365
• Proven ability to troubleshoot end-user computer issues
• Experience preparing and deploying computers for employees
• Strong communication skills and customer-service mindset
• Ability to work onsite in Seattle, WA
Preferred Qualifications
• Experience supporting macOS / Apple computers
• Experience with IT ticketing systems (Zendesk, Jira, ServiceNow)
• Basic understanding of networking concepts (DNS, DHCP, VPN)
• Experience supporting mobile devices (iOS/Android)
• Familiarity with endpoint security best practices
• Experience with IT ticketing systems (Zendesk, Jira, ServiceNow)
• Basic understanding of networking concepts (DNS, DHCP, VPN)
• Experience supporting mobile devices (iOS/Android)
• Familiarity with endpoint security best practices
Work Environment
• Fully in-office role based in Seattle, WA
• Hands-on support environment with frequent user interaction
• Standard business hours with occasional flexibility
• Hands-on support environment with frequent user interaction
• Standard business hours with occasional flexibility
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