IT Support Desk Engineer II

Jobtailor; Colorado; On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking an IT Services Specialist to deliver desktop, application, and basic server/network support for multiple clients in Colorado. You will respond to ticket alerts, manage requests in the ticket system, and help maintain client environments to SLA requirements.

The role includes proactive maintenance, remote support for devices, on-call rotation every 8–10 weeks, and opportunities to train customers and colleagues while contributing to internal process improvements.

Qualifications

• 3+ years in IT service role, systems and network administration.
• 5 years troubleshooting Microsoft Windows endpoints in domain/workgroup.
• 4+ years customer-facing IT service experience.
• Bachelor’s degree in technology-related field preferred.
• Three or more certifications: A+, Network+, Server+, Microsoft 365 or Azure preferred.

Responsibilities

• Provide IT services from desktop and application support to server/network administration.
• Respond to auto-generated ticket alerts and monitor tickets in the system.
• Perform proactive maintenance on switches, firewalls, servers, and workstations.
• Remote support for network devices and storage; participate in after-hours/on-call rotation.
• Document processes and train customers or colleagues as needed.

Skills

IT service delivery

Customer service

Troubleshooting

Ticketing

Education

Associate degree in technology

Bachelor’s degree preferred

Tools

Microsoft Windows Server

Active Directory

Microsoft 365 / O365

Azure

Job description

Responsibilities

• Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
• Respond to auto generated ticket alerts both critical and non-critical.
• Monitor and work tickets in ticket system for client submitted requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be part of a phone call queue for client call in requests.
• Review monthly client reports and provide resolutions solutions based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Work with customer’s primary field engineer to perform work on an as needed basis.
• From time to time, project manage internal department initiatives.
• Contribute and enhance internal department process/system documentation.
• Follow policies and procedures on a department and per client basis.
• Conduct training of customers or colleagues in both formal and informal environments.
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
• Be part of an on call after hours/weekend on call rotation every 8-10 weeks (additional compensation).

Requirements

• 3+ years’ experience working in an IT service role, systems administration, and network administration.
• 5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• 4+ years’ experience working in a customer facing IT service role.
• Advanced knowledge of network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android).
• Advanced knowledge of Microsoft Windows Desktop & Server Operating System.
• Associate degree in a technology‑related field or a combination of education and relevant experience.
• Customer service‑oriented skillset.
• 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.
• Bachelor’s degree in a technology‑related field (preferred).
• Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT) (preferred).

Core Competencies

Demonstrates expertise in IT service delivery, including systems and network administration, with a strong focus on customer service and technical support. Proficient in troubleshooting Microsoft Windows environments and managing network infrastructure.