IT Service Desk Specialist Tier 2 - Remote Eligible

IT Service Desk Specialist Tier 2

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.