IT Service Desk Technician I

About the role

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. This position is open to candidates in the Seattle, WA area and requires an in-office schedule of five days per week at our casual, pet-friendly office.

Responsibilities

• Provide Tier 1 support for Microsoft 365, Windows devices, account access, password resets, MFA, business applications, and workplace technology.
• Deliver desk-side and remote support while owning incidents and service requests through resolution or escalation.
• Troubleshoot laptops, monitors, docking stations, printers, mobile devices, peripherals, and common software issues.
• Maintain accurate ticket documentation and communicate effectively with employees throughout the support process.
• Prepare, deploy, configure, and support laptops and workplace technology for new hires and existing employees.
• Support employee onboarding, equipment refreshes, hardware replacements, desk moves, and loaner device assignments.
• Assist with device recovery, redeployment, and secure equipment disposition activities.
• Support conference rooms, Microsoft Teams Rooms, audiovisual systems, and collaboration technologies.
• Perform basic room readiness checks and assist with support for meetings, events, and executive sessions.
• Troubleshoot audio, video, display, and connectivity issues.
• Maintain accurate inventory, asset assignments, lifecycle records, and equipment tracking.
• Manage loaner devices, accessory inventory, equipment storage, and device recovery activities.
• Support inventory audits and ensure technology assets are properly documented.
• Create and maintain knowledge articles, support documentation, and standard operating procedures.
• Follow company security, privacy, asset management, and technology standards.
• Identify opportunities to improve employee experience, service delivery, and operational efficiency.

Qualifications

Required:

• 0-2 years of experience in IT support, service desk, desktop support, or a customer-facing technical role.
• Experience supporting Microsoft 365, Windows 10/11, password resets, authentication services, and MFA.
• Experience troubleshooting laptops, peripherals, docking stations, monitors, printers, conference room technology, and common workplace applications.
• Experience provisioning, deploying, and supporting endpoint devices, including onboarding and equipment refresh activities.
• Experience managing IT assets throughout the device lifecycle, including inventory tracking, equipment recovery, loaner management, and secure disposal processes.
• Experience providing desk-side and remote support while managing incidents, service requests, and escalations.
• Ability to create and maintain technical documentation, knowledge articles, and process guides.
• Experience using an IT service management platform such as Jira Service Management, Freshservice, ServiceNow, or similar tools.
• Strong customer service, troubleshooting, verbal communication, and written communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to lift, move, stage, and install common technology equipment and provide regular on-site support.

Preferred:

• Familiarity with Microsoft Intune, Autopilot, Entra ID, Active Directory, or similar endpoint management technologies.
• Experience supporting Microsoft Teams Rooms, conferencing platforms, or audiovisual systems.
• Basic understanding of networking, endpoint management, and enterprise support environments.
• Experience coordinating hardware warranties, vendor support, shipping, or equipment logistics.

Benefits

• Full medical, dental, and vision benefits at no cost to the employee.
• Four weeks of paid time off and 9 paid float holidays.
• 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.

Pay

The base hourly range for this position is $29 - $33 on a full-time schedule. Along with base compensation, Trupanion employees are currently eligible for monthly bonuses. Restricted Stock Units are granted to all new team members, vesting over 4 years.

Schedule

In‑office schedule: work from the Seattle office five days per week.