Help Desk Technician (Tier 2)

Status: Contract-to-Hire

Job Title: Help Desk Technician (Tier 2)

Location: Tualatin, OR (2-3 days on-site)

Salary: $28/hr

About the company:

Our passion is helping every patient we treat heal quickly and safely, and to empower them with the knowledge, understanding, and inspiration they need to stay active and healthy. We feature innovative rehabilitation services including evidence-based manual therapy, functional exercise, and a comprehensive, individualized approach to care. Our physical therapists are dedicated to making sure every patient has a positive, successful experience during their pursuit of recovery, rehabilitation, and journey to optimal performance, health, and wellness.

Our company is owned and led by physical therapists within our local communities. Their commitment to the physical therapy profession, to their patients and to their communities ensures an exceptional standard of care. We continually work to enhance our team’s ability to meet the needs of every patient by supporting our providers’ continuing education and their pursuit of advanced specialty certifications. We strive to remain at the forefront of healthcare education and movement science research, so those we treat receive the most advanced, dynamic care available.

Help Desk Technician (Tier 2):

Our client is seeking a Help Desk Technician (Tier 2) to provide hands-on and remote technical support across a multi-site environment. This role blends onsite hardware support with high-volume help desk services, supporting a diverse user base in a fast-paced, customer-focused setting. The ideal candidate is technically capable, service-oriented, and comfortable working rotating schedules to support users across multiple time zones.

This role is a hybrid model in Tualatin, Oregon.

Help Desk Technician (Tier 2) Responsibilities:

• Provide Tier 2 technical support through a combination of onsite hardware assistance and remote help desk support.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, peripherals, operating systems, and VoIP phone systems.
• Administer user accounts, access, and permissions using Active Directory and related tools.
• Manage and resolve tickets within a ticketing system, prioritizing issues in a high-volume support environment.
• Support device deployment, configuration, and maintenance, including Windows devices and iOS devices using MDM solutions.
• Perform hardware setup, repairs, replacements, and inventory tracking across multiple locations.
• Assist with VoIP phone support and user setup, including call routing and basic troubleshooting.
• Maintain accurate documentation and contribute to knowledge base articles using internal documentation tools.
• Communicate system status, outages, and maintenance activities to internal stakeholders.
• Collaborate with IT leadership and other technical teams on system changes, escalations, and ongoing improvements.
• Participate in a rotating schedule to support users in the Mountain Time zone, including early morning start times as required.

Help Desk Technician (Tier 2) Qualifications:

• 3–4 years of experience in a Help Desk, Desktop Support, or similar technical support role.
• Strong troubleshooting skills across hardware, software, operating systems, and network-related issues.
• Experience working with ticketing systems in a high-volume support environment.
• Hands-on experience with Active Directory user and account management.
• Familiarity with VoIP phone systems; RingCentral experience is a strong plus.
• Experience supporting Windows devices using SCCM and iOS devices using Jamf Pro or similar MDM tools.
• Experience setting up and supporting iPads and mobile devices in a managed environment.
• Comfort working with documentation platforms and knowledge bases such as Confluence.
• Strong customer service skills with the ability to support non-technical users professionally and patiently.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Flexibility to work a rotating schedule, including early start times, to support users across time zones.