Level 2 Resident Technician

Position Overview

ServicePoint is partnering with a healthcare client to identify an experienced Level II IT Technician for a full-time, direct-hire opportunity in Moses Lake, WA. This position is 100% onsite and will also provide technical support to several satellite locations. A valid driver s license and reliable personal transportation are required.

In this role, you will serve as an initial point of contact for technical issues, delivering a world-class customer experience while diagnosing, resolving, or escalating incidents as needed. You will leverage internal resources and follow established escalation procedures to ensure timely resolution of complex technical challenges.

Key Responsibilities

• Deliver exceptional customer service with every interaction
• Troubleshoot and resolve complex technical issues, including urgent and emergency situations
• Serve as an escalation point and mentor for Level I and junior technicians
• Design, install, configure, and support desktops, servers, mobile devices, telephony, storage, networking, and software
• Install, upgrade, and maintain Microsoft Windows Server operating systems
• Work directly with vendors to resolve hardware and software issues
• Perform advanced malware, ransomware, and virus remediation
• Manage and organize server room cabling in a professional and structured manner
• Create and maintain clear and detailed technical documentation
• Diagnose backup failures and perform restore testing
• Support virtualized environments including VMware ESXi and Hyper-V with high availability
• Assist clients in strengthening security posture through policies, tools, and best practices
• Communicate effectively with clients regarding incidents, changes, and service interruptions
• Provide onsite emergency maintenance, repairs, and troubleshooting
• Maintain accurate inventories, time tracking, expense reports, and client documentation
• Adapt to changing schedules and client needs with professionalism and flexibility
• Adhere to all safety, security, and compliance standards
• Participate in project planning, implementation, and continuous improvement initiatives

Qualifications

• Associate s degree in a technology-related field or equivalent professional experience
• Minimum of 3 years of experience in a Systems Engineer or comparable Level II role within Microsoft environments
• Strong working knowledge of:
• Windows Server (2008, 2012, 2016)
• Active Directory
• Exchange, SQL, SharePoint
• Backup and disaster recovery technologies
• Hands-on experience with:
• VMware, Citrix, VPNs, and Terminal Services
• VoIP, voicemail, analog systems, and vendor-specific hardware/software
• MSP experience is strongly preferred
• Preferred certifications include Network+, Server+, Windows Server (70-410, 98-365), or equivalent credentials
• Excellent problem-solving, communication, and client service skills
• Ability to remain calm under pressure and respond effectively to critical issues
• Strong team player with a willingness to mentor others
• Valid driver s license and reliable transportation

Why Join ServicePoint

Join a team that values technical excellence, professionalism, and outstanding client service. ServicePoint offers a collaborative and supportive environment where your expertise directly contributes to client success and organizational growth.

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.

ServicePoint is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

ServicePoint is committed to providing accommodations to individuals with disabilities. If you require accommodations during the application or interview process, please communicate the specific accommodations needed as soon as possible so they can be provided for you.