HelpDesk/Desktop Support

CDW; Niwot (CO); On-site; USD 48,000 - 70,000; Full time

Job summary

CDW is seeking a customer-focused Level 2 Help Desk/Desktop Support Specialist for a 6 month contract to hire, onsite in Niwot, CO. You will provide advanced desktop and user support in a fast-paced IT environment.

The ideal candidate has hands-on experience with Active Directory, Microsoft 365, Windows environments, and enterprise IT support best practices. You will serve as an escalation point for Level 1 and help resolve complex technical issues while delivering excellent customer service.

Qualifications

• 2+ years of Help Desk, Service Desk, or Desktop Support experience.
• Hands-on experience administering Active Directory.
• Strong knowledge of Windows 10/11, Microsoft 365, Exchange Online.
• Experience with VPN and remote access technologies.
• Familiarity with ITSM/ticketing systems (ServiceNow, ConnectWise, Jira...).
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.

Responsibilities

• Provide Level 2 technical support for hardware, software, network, and application issues.
• Troubleshoot and resolve escalated incidents from Level 1 support teams.
• Support Windows desktops, laptops, printers, peripherals, and mobile devices.
• Document troubleshooting steps, resolutions, and ticket updates within the ITSM platform.
• Ensure SLA compliance and timely resolution of support requests.

Skills

Active Directory

Microsoft 365

Windows 10/11

Troubleshooting

Customer service

ITIL/ITSM knowledge

Tools

ServiceNow

ConnectWise

Jira Service Management

Autotask

Job description

We are seeking a customer-focused and technically skilled Level 2 Help Desk/Desktop Support Specialist for a 6 month contract to hire that is 100% onsite in Niwot, CO to provide advanced desktop and user support in a fast-paced IT environment. The ideal candidate will have strong troubleshooting skills, hands‑on experience with Active Directory, Microsoft 365, Windows environments, and enterprise IT support best practices. This role serves as an escalation point for Level 1 support and is responsible for resolving complex technical issues, maintaining system access, and delivering exceptional customer service.

Key Responsibilities

End User Support

• Provide Level 2 technical support for hardware, software, network, and application issues.
• Troubleshoot and resolve escalated incidents from Level 1 support teams.
• Support Windows desktops, laptops, printers, peripherals, and mobile devices.
• Document troubleshooting steps, resolutions, and ticket updates within the ITSM platform.
• Ensure SLA compliance and timely resolution of support requests.

Active Directory Administration

• Create, modify, disable, and manage user accounts in Active Directory.
• Manage group memberships, distribution groups, and security permissions.
• Perform password resets, account unlocks, and access provisioning/deprovisioning.
• Assist with Group Policy troubleshooting and user profile management.
• Maintain adherence to security and compliance standards related to user access.

Microsoft 365 Support

• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot mailbox issues, email delivery problems, and authentication challenges.
• Assist with user licensing and account management in Microsoft 365 and Entra ID (Azure AD).

System & Network Troubleshooting

• Diagnose connectivity, VPN, DNS, DHCP, and network access issues.
• Support remote users utilizing remote access and remote control tools.
• Escalate infrastructure-related issues to senior engineers when necessary.

Customer Service & Documentation

• Deliver exceptional customer service and maintain a professional demeanor.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Communicate effectively with users, management, and technical teams.

Required Qualifications

• 2+ years of Help Desk, Service Desk, or Desktop Support experience.
• Hands‑on experience administering Active Directory.
• Strong knowledge of:
• Windows 10 and Windows 11
• Microsoft 365
• Active Directory Users & Computers
• Exchange Online
• Group Policy basics
• VPN and remote access technologies
• Experience using ticketing systems such as ServiceNow, ConnectWise, Jira Service Management, Autotask, or similar.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.