IT Help Desk Tech II — Remote Advanced Support

IT Help Desk Technician II Full-Time Compensation: $60,000 – $73,130 base salary At Imagine IT, we believe exceptional service starts with empowered people. As a hybrid, multi-state team, we’re deeply connected by our shared values, commitment to growth, and focus on delivering confidence through technology. From peer recognition and Birthday Bucks to professional development and team events, we’re intentional about creating a workplace where your expertise is valued and your impact is visible. We're excited to open an opportunity for an IT Help Desk Technician II —a technical support role for someone who enjoys solving challenging technology issues, helping partners succeed, and continuing to expand their IT expertise. This position is ideal for an experienced technician who is ready to take on more advanced troubleshooting, support escalated issues, contribute to projects, and play an important role in delivering an exceptional partner experience. What You'll Do Resolve Advanced Technical Issues Provide second-level technical support by diagnosing and resolving complex hardware, software, network, and peripheral issues that require advanced troubleshooting. Manage Escalated Support Requests Work escalated help desk tickets efficiently while ensuring timely resolution and minimizing downtime for partners. Maintain & Support IT Systems Assist with routine system maintenance, software deployments, patches, backups, workstation configurations, and support for servers and network environments. Support & Educate End Users Provide guidance to end users on technical issues, answer questions, and create documentation that helps partners effectively use their technology. Contribute to Projects Assist with IT projects including upgrades, migrations, deployments, and technical implementations while collaborating with teammates across the organization. Document & Improve Processes Maintain accurate ticket documentation, create technical documentation, identify recurring issues, and recommend improvements that strengthen service delivery. Provide Onsite & Advanced Support Conduct Onsite work and support critical incidents, including potential on-call or extended hours. Support Service Excellence Consistently meet performance expectations related to ticket resolution, customer satisfaction, billable utilization, and administrative responsibilities while continuing to invest in technical development. What You'll Bring Associate degree or higher in Information Technology, Computer Science, or a related field or relevant IT certification (such as Net+ or AZ-900) 2–4+ years of experience in IT support or customer service Strong troubleshooting skills across hardware, software, networking, and operating systems Experience resolving escalated technical issues and supporting complex IT environments Excellent time management and organizational skills Clear written and verbal communication skills with a customer-first mindset Ability to work collaboratively while managing multiple priorities Recommended Certifications: CompTIA A+ Network+ Microsoft Certified Professional (or similar) Compensation & Benefits Base Salary Range: $60,000 – $73,130 This range reflects our good faith estimate based on internal salary bands and market data. Final compensation will be based on experience and qualifications. Total Rewards Include: Medical, dental, and vision coverage Health Savings Account (HSA) eligibility Company-paid life, accident, and ID theft protection 401(k) with company match 16 days of Paid Time Off (PTO) Monthly internet + cell phone allowance Peer recognition & Birthday Bucks Flexible remote scheduling Professional development and certification support Company-sponsored team events Why Imagine IT? At Imagine IT, you're more than a technician—you’re a trusted partner helping organizations stay productive, secure, and successful. As an IT Help Desk Technician II , you'll have the opportunity to solve meaningful technical challenges, grow your skills alongside experienced teammates, and make a measurable impact on the partners we serve every day. We value curiosity, accountability, teamwork, and continuous learning. If you're ready to take the next step in your IT career while working with a team that invests in your success, we'd love to hear from you. Ready to grow your IT career with a team that values your expertise? Apply now and let's grow—together. #J-18808-Ljbffr Imagine IT