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 administration and collaboration tools.

Why Join This Opportunity

• Opportunity to transition into a long-term permanent position.


• Exposure to a broad range of technologies and enterprise IT initiatives.


• Collaborative team environment with opportunities for professional growth.


• Competitive compensation with the potential for long-term career advancement.