IT Service Desk Tech II at Trupanion in Seattle, WA

companyDescription
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.
jobDescription
Position Summary:
US – Seattle only: This position is open to candidates in the Seattle area. You’ll work on-site at our casual, pet-friendly office five days a week.

The IT Service Desk Technician II provides advanced technical support to employees by resolving hardware, software, network, and endpoint-related issues across Windows and macOS environments. This role serves as a key escalation resource, ensuring timely issue resolution, maintaining critical IT systems and documentation, and delivering an exceptional end-user experience. The ideal candidate is a customer focused problem solver who thrives in a fast-paced environment and contributes to continuous improvement of IT services, processes, and technology initiatives.
Key Responsibilities:
Deliver Tier II technical support for desktop, laptop, software, hardware, and network-related incidents and service requests.
Install, configure, upgrade, and maintain end-user computing devices, operating systems, applications, and peripheral equipment.
Accurately document incidents, resolutions, system changes, and support activities within the JIRA platform.
Collaborate with internal IT teams to identify root causes, implement corrective actions, and enhance overall service delivery.
Maintain high levels of employee satisfaction by providing responsive, reliable, and professional technical support.
Perform, schedule, and monitor system alerts, work queues, back-ups, and recovery activities.
Support mobile device management (MDM) platforms such as Intune, including device enrollment and basic configuration
Provide support for conferencing and AV systems in meeting rooms and shared spaces
Contribute to internal documentation and knowledge base resources
Assist with broader IT initiatives, including system rollouts, procurement, and asset management
Offer occasional after-hours or weekend support when needed
Deep Windows expertise (required), including:
OS-level troubleshooting (BSOD, event logs, performance tuning)
BitLocker, driver/hardware issues, and power/thermal management
qualifications
4+ years of experience in help desk, desktop support, or IT support (internship or academic lab experience considered)
Experience supporting macOS and/or Windows in a professional environment
Familiarity with Microsoft 365 and basic Azure Active Directory functions (e.g., user management, password resets)
Exposure to ITSM platforms such as ServiceNow or Jira Service Management
Understanding of MDM tools; experience with Intune is a plus
Strong communication skills with a user-focused, service-oriented mindset
Comfort using AI tools (e.g., CoPilot, Gemini) to improve efficiency and problem-solving
Degree in IT, Computer Science, or related field preferred (or equivalent experience); CompTIA A+ is a plus
Strong understanding of networking fundamentals (Wi-Fi, VPN, LAN, firewalls)
additionalInformation
Skills:
Advanced analytical and troubleshooting skills with the ability to identify root causes and resolve complex technical issues efficiently
Experience working in global, distributed, or multicultural organizations and supporting a diverse employee population
Proven ability to identify process improvement opportunities and contribute to service desk optimization initiatives
Strong technical documentation and knowledge management skills, including creating clear procedures and support articles
Excellent organizational and time-management skills with the ability to manage competing priorities in a fast-paced environment
Strong written and verbal communication skills with the ability to build positive relationships across technical and non-technical teams.
Compensation:
The base hourly range for this position is $33.65 - $35.33 on a full-time schedule.
Along with base compensation, Trupanion employees are currently 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.
Benefits and Perks:
Full medical, dental, and vision benefits at no cost to the employee
Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
Five-week sabbatical after five years of employment
Open, casual, pet-friendly, and fun office environment
Free medical health insurance for your pet (1 dog or cat)
Paid time off to volunteer at nonprofit organizations
Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
For more information about Trupanion, visit https://trupanion.com/about
Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ
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.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.