IT Support Specialist – Tier II

Emploive; Longmont (CO); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Autonomous Solutions, Inc. (ASI) seeks an IT Help Desk II to support end users with computer, application, system, device, access, and hardware issues.

You will identify, research, and resolve technical problems of moderate complexity, respond via phone, email, and online requests, and document activity in our service tools. Collaboration with other teams may be required to resolve user problems.

Qualifications

• Associates degree or technical certification in IT or related field.
• 4-6 years of general work experience.
• Good understanding of computer systems, mobile devices, and other tech products.
• Strong research and problem-solving abilities.
• Clear written and verbal communication; customer-focused.

Responsibilities

• Serve as the first point of contact for employees seeking technical assistance by phone, email, or other IT helpdesk requests.
• Perform remote troubleshooting through diagnostic techniques.
• Research and resolve routine technical problems.
• Walk employees through the problem-solving process.
• Handle moderately complex issues and refer more complex ones to higher-level staff.
• Follow up and update employees on solution status.

Skills

IT support

Remote troubleshooting

Communication

Customer service

Documentation

Education

Associate degree or IT certification

Job description

Autonomous Solutions, Inc. (ASI) seeks an IT Help Desk II to support end users with computer, application, system, device, access, and hardware issues.

You will identify, research, and resolve technical problems of moderate complexity, respond via phone, email, and online requests, and document activity in our service tools. Collaboration with other teams may be required to resolve user problems.