Role: Desktop Systems Specialist II

Location: In-person. Bellevue, WA

Anticipated start date: 7/20/2026.

Anticipated end date: 10/16/2026.

Schedule: On-site Monday-Friday, 40 hours a week with no overtime.

You Will:

Provide Tier 2 support for hardware, software, and infrastructure issues across onsite and remote employees, escalating to Tier 3 or engineering teams as needed.
Manage and resolve tickets in Freshservice, maintaining SLA compliance and accurate documentation throughout the ticket lifecycle.
Install, configure, and troubleshoot macOS and Windows endpoints, including laptops, desktops, mobile devices, and peripherals.
Support and administer core productivity and collaboration platforms: Google Workspace, Microsoft 365, Zoom, Slack, and Okta.
Assist with identity and access management tasks, including provisioning, deprovisioning, and troubleshooting in Okta, Active Directory, and Entra ID.
Support endpoint management and compliance using Jamf (macOS) and Microsoft Intune (Windows), including policy configuration and device enrollment.
Use AI-powered tools and service desk automation to accelerate ticket resolution, identify patterns in repeat incidents, and reduce manual workload for common support tasks.
Apply practical AI knowledge to support end users in using AI-integrated applications and to help evaluate or implement AI tooling within the IT environment.
Conduct IT onboarding sessions for new hires, including hardware setup, account provisioning, and system orientation.
Manage hardware asset lifecycle at the Bellevue HQ: receiving, tagging, deployment, maintenance, and disposition.
Support AV systems and conference room technology, including Zoom Rooms, Logitech hardware, and display systems.
Contribute to documentation, including knowledge base articles, SOPs, and runbooks, to increase first-call resolution and reduce repeat escalations.
Participate in IT projects including infrastructure upgrades, tool rollouts, and process improvement initiatives.
Collaborate with peer Tier 2 leads and technicians across global offices to maintain consistent support quality and knowledge sharing.

You Have:

4+ years of experience in a Tier 2 desktop or end user support role, preferably in a corporate SaaS or technology environment.
Hands-on proficiency with macOS and Windows in an enterprise environment, including configuration, troubleshooting, and policy management.
Experience with JAMF and/or Microsoft Intune for endpoint management and MDM policy deployment.
Working knowledge of Okta, Active Directory, and Entra ID for identity and access management tasks.
Familiarity with Fresh service or a comparable ITSM platform (ServiceNow, Jira Service Management) for ticket management and reporting.
Experience supporting Google Workspace, Microsoft 365, Zoom, and Slack in a corporate environment.
Understanding of networking fundamentals: DNS, DHCP, VPN, and basic TCP/IP troubleshooting.
Demonstrated experience using or working alongside AI tools in a support context, such as AI-assisted ticketing, knowledge generation, or workflow automation.
Comfort evaluating AI-integrated applications and advising end users on effective, appropriate use.
Strong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
Ability to manage multiple priorities independently in a fast-paced, globally distributed environment.
ITIL Foundation certification or equivalent practical knowledge of ITSM frameworks preferred.
Associate''s degree in a related field or equivalent work experience.
May require lifting and transporting IT equipment up to 50 lbs.

XTGlobal

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Desktop Systems Specialist II