Jobgether
This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Service Desk Specialist Tier 2 in Colorado (USA). This role provides an excellent opportunity for a Tier 2 IT Service Desk Specialist to deliver advanced technical support across diverse client environments. You will act as a key escalation resource, working closely with Tier 1 teams and engineering to resolve complex technical issues. The position involves managing tickets, emails, chats, and calls while ensuring SLAs are met and solutions are clearly documented. You will troubleshoot endpoints, networking, Microsoft 365, identity management, and SaaS platforms while mentoring junior analysts. This role allows you to gain deep technical expertise, contribute to process improvements, and support critical IT operations in a collaborative, fast‑paced environment. The work is fully remote with occasional onsite client visits, offering flexibility alongside meaningful impact.
Accountabilities
Serve as an escalation point for complex technical issues across Windows and macOS endpoints, M365, Azure AD/Entra ID, basic server roles, and common SaaS platforms
Manage tickets, chats, emails, and calls, ensuring timely resolution and clear updates to clients
Troubleshoot networking issues including TCP/IP, VLANs, VPNs, DHCP/DNS, and Wi‑Fi, along with endpoint and printer support
Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive), identity and access management, and basic security configurations
Perform user lifecycle tasks such as provisioning, offboarding, permissions, and group policy/Intune configuration
Utilize RMM and ITSM tools for monitoring, remote support, patching, and scripting to create repeatable processes
Document solutions, maintain knowledge base articles, conduct root cause analysis, and drive problem management initiatives
Mentor Tier 1 analysts to improve first‑call resolution and service quality
Coordinate with vendors and internal teams on escalations and project‑related tasks
Requirements
2‑4 years of experience in help desk/service desk or MSP environments with Tier 2‑level troubleshooting
Strong technical knowledge across endpoints (Windows 10/11, macOS), Microsoft 365 administration, identity management (Azure AD/Entra ID, MFA), and networking fundamentals
Familiarity with server basics (AD, file/print services, permissions) and backup/restore operations
Proficient in RMM, ITSM/ticketing tools, documentation, and remote support tools
Excellent communication skills, empathy, and client management abilities
Ability to manage multiple priorities, respond with urgency, and solve problems efficiently
Preferred: MSP experience, SLAs, multi‑tenant tooling, PSA platforms, certifications (CompTIA A+/Network+/Security+, Microsoft 365 Administrator, ITIL), PowerShell scripting, Intune/MDM expertise, and exposure to security/backup solutions
Benefits
Company‑issued technology for remote work
Competitive medical, dental, and vision insurance
401(k) retirement plan
Generous PTO and flexible work schedule
Fully remote role with occasional onsite client visits
Learning and growth opportunities through mentorship and certifications
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Accountabilities
Serve as an escalation point for complex technical issues across Windows and macOS endpoints, M365, Azure AD/Entra ID, basic server roles, and common SaaS platforms
Manage tickets, chats, emails, and calls, ensuring timely resolution and clear updates to clients
Troubleshoot networking issues including TCP/IP, VLANs, VPNs, DHCP/DNS, and Wi‑Fi, along with endpoint and printer support
Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive), identity and access management, and basic security configurations
Perform user lifecycle tasks such as provisioning, offboarding, permissions, and group policy/Intune configuration
Utilize RMM and ITSM tools for monitoring, remote support, patching, and scripting to create repeatable processes
Document solutions, maintain knowledge base articles, conduct root cause analysis, and drive problem management initiatives
Mentor Tier 1 analysts to improve first‑call resolution and service quality
Coordinate with vendors and internal teams on escalations and project‑related tasks
Requirements
2‑4 years of experience in help desk/service desk or MSP environments with Tier 2‑level troubleshooting
Strong technical knowledge across endpoints (Windows 10/11, macOS), Microsoft 365 administration, identity management (Azure AD/Entra ID, MFA), and networking fundamentals
Familiarity with server basics (AD, file/print services, permissions) and backup/restore operations
Proficient in RMM, ITSM/ticketing tools, documentation, and remote support tools
Excellent communication skills, empathy, and client management abilities
Ability to manage multiple priorities, respond with urgency, and solve problems efficiently
Preferred: MSP experience, SLAs, multi‑tenant tooling, PSA platforms, certifications (CompTIA A+/Network+/Security+, Microsoft 365 Administrator, ITIL), PowerShell scripting, Intune/MDM expertise, and exposure to security/backup solutions
Benefits
Company‑issued technology for remote work
Competitive medical, dental, and vision insurance
401(k) retirement plan
Generous PTO and flexible work schedule
Fully remote role with occasional onsite client visits
Learning and growth opportunities through mentorship and certifications
#J-18808-Ljbffr