IT Service Desk Technician II

IT Service Desk Technician II Location US-WA-Bothell ID 2024-1435 Category Information Technology Position Type Full Time Work Model Onsite Company Overview Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The company's BladderScan portable ultrasound and GlideScope video laryngoscopy & bronchoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, USA and has international subsidiaries in Canada, Europe and Asia Pacific. For more information, please visit www.verathon.com. Overview Verathon is seeking a Service Desk Technician II to join the Information Technology (IT) Team located in Bothell, WA. The Service Desk Technician II is an intermediate escalation point for Tier I technicians, resolving more complex technical issues and supporting end-user hardware, software, and networking needs. This role bridges the gap between Tier I and Tier III support by taking on tasks of moderate complexity and mentoring Tier I staff. A successful candidate will display strong problem-solving skills, a commitment to excellent customer service, and thrive in a dynamic, fast-paced environment. Responsibilities Provide second-level IT support for end-user incidents and service requests, including troubleshooting hardware, software, and networking issues. Support end-user environments by configuring, deploying, and maintaining hardware, peripherals, and applications. Maintain detailed documentation for issue resolutions and update knowledge base articles to improve team efficiency and user self-service options. Mentor Tier I technicians through knowledge-sharing sessions to enhance team capabilities and collaboration. Perform user account management tasks, such as Active Directory and Office 365 administration. Support mobile device management, endpoint security solutions, and asset tracking. Collaborate with Tier III technicians and IT leadership to resolve escalated issues and SLA compliance promptly. Qualifications 2+ years of experience in an IT service desk or technical support role. Proficiency in troubleshooting Windows and MacOS environments, including the M365 application suite. Experience with Active Directory, Azure AD, and Office 365 administration. Foundational knowledge of networking concepts (DNS, DHCP, TCP/IP) and VPN troubleshooting. Strong interpersonal and communication skills, focusing on customer empathy and professionalism. Familiarity with ITSM tools like ServiceNow, Freshservice, or Jira Service Management. Ability to mentor Tier I staff and foster a collaborative team environment. Knowledge of endpoint security solutions such as Microsoft Defender ATP or CrowdStrike. Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred. Excellent analytical and problem-solving skills with the ability to conduct root cause analysis. Ability to manage multiple tasks effectively in a dynamic work environment. Commitment to confidentiality and compliance with organizational policies. Participates in on-call rotations for after-hours support. Willingness to travel domestically and internationally (less than 10%). Salary range - $26.98/hr - $34.68/hr (Compensation will vary based on skills, experience and location; it is not typical to be hired at or ab