Pay $26 hour
2 to 3 month project
In office in Arvada, CO

The Help Desk II Technician is responsible for providing intermediate to advanced technical support to end users by troubleshooting hardware, software, network, and system-related issues. This role manages support requests through a ticketing system, ensuring timely resolution, proper documentation, and adherence to service level agreements (SLAs). The technician serves as an escalation point for Help Desk I staff and collaborates with IT teams to resolve complex technical problems.
Key Responsibilities

• Monitor, prioritize, and manage support tickets within the organization's ticketing system.
• Troubleshoot and resolve Tier 2 technical issues related to desktops, laptops, printers, mobile devices, operating systems, and business applications.
• Escalate unresolved incidents to appropriate IT teams while maintaining ownership and communication throughout the ticket lifecycle.
• Document troubleshooting steps, resolutions, and updates accurately within the ticketing system.
• Provide remote and onsite technical support to end users.
• Maintain compliance with service level agreements (SLAs) and established support procedures.
• Analyze recurring issues and recommend solutions to improve service delivery and reduce ticket volume.
• Assist with user account management, password resets, access requests, and permissions administration.
• Support software installations, updates, patches, and hardware deployments.
• Create and maintain knowledge base articles, user guides, and technical documentation.
• Collaborate with network, systems, security, and application teams to resolve cross-functional issues.
• Participate in after-hours support and on-call rotations as required.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 2-5 years of IT help desk or technical support experience.
• Experience using IT Service Management (ITSM) or ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and networking fundamentals.
• Experience supporting hardware peripherals, printers, and mobile devices.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• CompTIA A+, Network+, Security+, or Microsoft certifications.
• Experience with remote management tools and endpoint management platforms.
• Knowledge of Azure AD/Entra ID, Microsoft Intune, and cloud-based technologies.
• Experience supporting hybrid or remote workforce environments.

Key Competencies

• Customer service orientation
• Incident management
• Ticket queue management
• Technical troubleshooting
• Documentation and knowledge management
• Time management and prioritization
• Team collaboration
• Attention to detail