Service Desk Technician II

Job Description

Job Description

Our valued client is seeking a Service Desk Technician in the Denver Tech Center. This a full-time, hybrid opportunity with excellent compensation and benefits package.

Position Overview:

The Service Desk Technician is responsible for providing technical support to end-users, diagnosing and resolving various IT issues, resulting in a superior level of

customer satisfaction. The role is divided into three tiers, each requiring varying levels of experience and expertise. Tier 1 focuses on basic troubleshooting and incident

management, Tier 2 handles more complex issues and escalations, while Tier 3 specializes in advanced technical solutions and strategic IT initiatives (projects).

Role Summary:

In addition to Level 1 responsibilities, the Tier 2 Service Desk Technician handles escalated issues that require more in-depth troubleshooting and problem-solving. This

role requires a stronger technical foundation and greater autonomy, often supporting more complex incidents and requests.

Key Responsibilities (in addition to Level 1):

 Handle escalated issues from Tier 1 technicians, providing more detailed

troubleshooting and root cause analysis.

 Resolve complex hardware and software issues, including operating system

problems, advanced application support, and network issues.

 Assist with user account management in systems like Active Directory, Office

365, and other business applications.

 Install, configure, and maintain hardware (e.g., workstations, printers, mobile

devices) and software.

 Collaborate with other teams (network, server, security) to resolve multi-

faceted issues.

 Create and update knowledge base articles to improve Tier 1 resolution

capabilities.

 Provide guidance and training to Tier 1 technicians on resolving more complex

issues.

Skills and Qualifications:

 Education: Associate’s degree in IT or a related field; CompTIA Network+,

Microsoft 365 Certified, or similar certifications.