IT Service Desk Technician II
Verathon
Summary
Verathon is looking for a Service Desk Technician II to become the newest member of our IT Team located in Bothell, WA.
Job description
Overview
Verathon is looking for a Service Desk Technician II to become the newest member of our 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%).
Requirements
- 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
- 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%)
- Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred
Benefits
- Medical, Dental & Vision
- Basic Life Insurance
- Paid Holidays
- Paid Time Off
- 401(k) Matching
- Annual Bonus Plan
- Professional Development Programs
- Tuition Reimbursement
- Team Appreciation Events
Company overview
Verathon is a global medical device company headquartered in Bothell, Washington, that specializes in innovative airway management and bladder scanning solutions. Founded in 1984 and now operating as a business unit of Roper Technologies, the company has established market leadership in two key areas: bladder volume measurement and airway management. Verathon's flagship products include the BladderScan portable ultrasound systems for non-invasive bladder volume measurement and the GlideScope video laryngoscopy systems for airway management. The company's comprehensive product portfolio also features BFlex single-use bronchoscopes and various visualization systems designed for different clinical settings. With international subsidiaries across North America, Europe, and Asia, Verathon serves healthcare providers worldwide, focusing on improving patient outcomes through advanced medical technology. The company emphasizes sustainability in its product development, recently introducing bio-based plastic components in its single-use devices and committing to net-zero emissions by 2045. Verathon's solutions are widely used in hospitals, emergency medical services, critical care units, and anesthesiology departments, helping clinicians deliver safer and more effective patient care.