Tier 2 IT Help Desk Technician

Title: IT Support Technician II

Type: Contract-to-Hire

Location: Downtown Denver, CO (On-Site)

Pay: Up to $35/hour

Position Overview

We are seeking an experienced IT Support Technician II to provide hands-on technical support across a growing enterprise environment. This role serves as a key escalation point for end-user issues and is responsible for maintaining the performance and reliability of employee technology, including workstations, mobile devices, software, networking, and conference room systems.

The ideal candidate brings a strong customer-service mindset, advanced troubleshooting capabilities, and experience supporting both onsite and remote users. This is an excellent opportunity for someone who enjoys solving technical challenges, collaborating with cross-functional teams, and contributing to a high-performing IT organization.

Key Responsibilities

• Deliver Tier 2 technical support for desktop, laptop, mobile, application, and connectivity issues.
• Assist employees through a variety of support channels, including walk-up requests, phone, email, and remote support tools.
• Deploy, configure, maintain, and troubleshoot end-user hardware and software.
• Support printers, monitors, docking stations, phones, peripherals, and other workplace technology.
• Troubleshoot and maintain conference room and audiovisual solutions to ensure seamless meetings and presentations.
• Investigate and resolve escalated incidents involving operating systems, business applications, and network-related issues.
• Install system updates, hardware upgrades, and software releases while following established IT standards.
• Track, document, and update support requests within the ticket management system.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Partner with infrastructure teams, vendors, and technical specialists to resolve complex issues.
• Participate in scheduled on-call rotations and provide onsite support coverage as needed.
• Assist with workstation deployments, refresh projects, and technology rollouts.
• Support IT asset inventory management and lifecycle processes.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related discipline; equivalent experience will also be considered.
• Minimum of 3 years of experience in IT support, service desk, desktop support, or a similar technical support role.
• At least 1 year of experience handling escalated support issues in a Tier 2 environment.
• Strong knowledge of Microsoft Windows operating systems and enterprise desktop technologies.
• Experience troubleshooting hardware, software, networking, and user access issues.
• Familiarity with remote support tools and ticketing platforms.
• Working knowledge of networking fundamentals, including VPN connectivity, DNS, DHCP, and general troubleshooting techniques.
• Excellent verbal and written communication skills with a customer-focused approach.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Ability to work independently while also collaborating within a team environment.
• Experience supporting end-user devices in a professional corporate setting.

Preferred Qualifications

• Experience participating in workstation deployments, office moves, infrastructure upgrades, or other IT implementation projects.
• Familiarity with IT service management methodologies and ITIL-based support practices.
• Experience maintaining technical documentation and knowledge management resources.

Nice-to-Have Skills

• IT asset tracking and inventory management experience.
• Exposure to enterprise endpoint management and device provisioning.
• Knowledge of conference room technology and audiovisual systems.
• Experience supporting hybrid and remote work environments.
• Understanding of Microsoft 365

  All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.