Help Desk Technician

At Xenon arc, we’re transforming how producers connect with their customers.

We partner with leading companies—ranging from industrial chemical manufacturers to global food ingredient providers—to solve complex challenges in reaching and serving

hard-to-access markets. By acting as an extension of our clients' brands, we help them

grow sales, optimize operations, and embrace digital transformation.

Our teams bring technical expertise, innovative digital tools, and a customer-focused

approach to drive exceptional results. We don’t just distribute products—we create

solutions that strengthen client-customer relationships and build lasting success.

Xenon arc is seeking an experienced IT Help Desk Technician to join our dynamic

Technology team. This role will manage our Bellevue, WA office of employees, including

basic troubleshooting support, engaging with local vendors for office specific issues and

supporting our onboarding processes.

Non-Exempt

Director of IT Infrastructure

End-User Support & Service Delivery

• Provide expert Tier 1 and Tier 2 technical support for hardware, software, and network-related issues across Windows platforms.
• Resolve assigned IT tickets within Jira Service Management queue accurately, timely, and ensure comprehensive communication and documentation within tickets.
• Collaborate closely with our managed support team to ensure seamless helpdesk operations, ticket escalation, and resolution, maintaining consistent service levels for end-users.
• Key Performance Indicators (KPIs):
  Meeting established service level agreements (SLAs) for help desk ticket resolution, maintaining high end-user satisfaction scores.
• Administer our Microsoft 365 E5 tenant, including Exchange Online, SharePoint, One Drive, Teams, and Entra .
• Manage user accounts, groups (including Entra s), mailboxes, distribution lists, and security groups.
• Administer security/permissions and access to specific software according to IT Policy.
• Provide end-user support for common M365 issues and elevate as necessary.

• Manage Windows through Microsoft Intune, including configuration profiles, and application deployment.
• Troubleshoot issues related to device enrollment, profile delivery, and software deployment for both platforms.
• Collaborate with the cybersecurity team to ensure device compliance and endpoint protection configurations are in place.
• Network Management
• Provide support and troubleshooting for networking components, including switches, firewalls, wireless access points, network printers, collaboration hardware and digital signage.

• Onboard new employees, configuring their hardware (PCs and Macs) and accounts, providing initial IT orientation, and training users on core application suites.
• Offboard employees, securely revoking access and managing hardware returns.
• Maintain and manage IT software and hardware inventory, ensuring accurate records, all devices are operational, and up to date.
• Install, configure, and troubleshoot corporate hardware, including laptops, printers, and other network equipment.
• Maintain accurate documentation for configurations, assets, and support tickets.

• Assist on IT projects as needed, as well as manage independent projects assigned, contributing to overall technology life improvements.
• Actively contribute to IT team meetings and projects, share knowledge, and drive team success.

• At least 2 years of experience in a Help Desk/Support role
• Proven experience in a cloud-only Microsoft 365 E5 tenant environment
• Strong hands-on experience with Microsoft Intune
• Strong understanding and practical experience with Entra groups, policies, and user administration
• Networking knowledge, specifically switches, firewalls, and wireless access points
• Proficiency with service desk software
• Certifications (Preferred):
  CompTIA ITF+, A+, Network+, Security+, or MCP, or equivalent is desirable

• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users
• Self-Motivated and able to work on own initiative
• Able to…