Job Description

IT Service Desk Technician II

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Job Description

Position Summary: Do you love working with technology and have a desire to grow and learn in the IT field? If so, Trupanion is looking for an experienced Support Technician to join the Trupanion IT team! Our team believes in enabling our users through technology and removing technical barriers to success while providing industry leading customer service.

This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.

Responsibilities:

• Triage and resolve basic to intermediate IT support tickets ensuring professional and efficient communication with end users.
• Perform IT service tasks including user account management, remote access support, and responding to common technical inquiries within an Active Directory environment.
• Collaborate on process improvements to enhance the support experience and promote self-service capabilities.
• Develop, maintain, and ensure the accuracy of internal and external documentation.
• Coordinate communication between end users and other IT teams to facilitate timely issue resolution.
• Identify recurring or widespread technical problems, escalate advanced issues appropriately, and collaborate with system owners to resolve them.
• Ensure all activities are in compliance with IT and company policies and procedures.
• Helps drives improvements in service desk workflows, procedures, and knowledge base content.

Qualifications:

• At least 3 years of experience in IT Support
• Good inclusion of technical stack: Microsoft 365, Windows 10/11, VMWare/VDI, Jira Service Management, Active Directory, scripting, networking, etc.

Required Skills:

• Strong customer service orientation with excellent verbal and written communication skills.
• Proficient in IT Asset Management for full hardware lifecycle management.
• Experience with Office 365 and Windows 10/11.
• Familiar with any VDI environment (Citrix, VMware, RDP).
• Following and creating process documentation.
• Willingness to learn, develop, and contribute in a fun, fast-paced environment.
• Self-starter that brings both interpersonal skills and creative problem-solving skills.

Preferred Skills:

• Familiarity with Apple OSx & Linux OS.
• Batch script, PowerShell, or basic programming operations.
• Knowledge of domain management applications or MDM technologies.
• Demonstrated knowledge of networking and hardware standards.
• Solid understanding of security concepts, principles and practices.

Compensation:

• The pay for this position is $33.65/hour on a full-time schedule.
• Along with hourly pay, Trupanion employees may be eligible for monthly bonuses.
• We want all employees to be invested in Trupanion's success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.

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