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
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job's core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.
Thank you for your interest!
