IT Support Desk Technician II

. Respond to auto-generated critical and non-critical ticket alerts .

Posted 9/25/2026full-timeDenver • Colorado • United StatesMid-LevelSenior💰 $57,000 - $62,000 per yearWebsite

Tools & technologies

AndroidFirewallsiOS

Key responsibilities & impact

Respond to auto-generated critical and non-critical ticket alerts
Monitor and work client-submitted requests in the ticket system
Acknowledge and respond to tickets according to Managed Services SLAs
Participate in a phone queue for client call-in requests
Review monthly client reports and provide resolution solutions
Escalate tickets to internal departments and clients’ IT departments
Perform proactive maintenance, including switch, firewall, and router upgrades; server and workstation patches; and firewall rules
Provide remote application and hardware support for switches, routers, firewalls, servers, and storage
Monitor and analyze customer networks, systems, backups, and security appliances
Work with customers’ primary field engineers as needed
Project manage internal department initiatives from time to time
Contribute to and enhance internal department process and system documentation
Follow department and client-specific policies and procedures
Conduct formal and informal training for customers and colleagues
Maintain technical documentation for customer procedures, servers, applications, infrastructure, and remote support instructions
Participate in an after-hours/weekend on-call rotation every 8–10 weeks
Perform other assigned duties

What you’ll need

3+ years’ experience working in an IT service role, systems administration, and network administration
Associate degree in a technology-related field or a combination of education and relevant experience
Customer service-oriented skillset
Advanced knowledge of Microsoft Windows Operating System
Basic knowledge of network printing
Basic knowledge of antivirus software packages
Basic knowledge of core server administration within Microsoft Windows Server
Basic knowledge of Mac OS
Basic knowledge of mobile operating systems: Apple iOS and Android
Strong prioritization skills
Professional attitude and respectful demeanor
Ability to maintain an outcome-focused mindset
Ability to work as part of a team
Minimum of 75% utilization per fiscal year, prorated based on start date
Participation in an after-hours/weekend on-call rotation every 8–10 weeks

Comp & perks