Level 2 IT Service Desk Specialist — Impact & Growth

NexCore Group; Denver (CO); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Performance bonus

Medical/Dental/Vision

401K

FSA/HSA

Commuter benefits

Life Insurance

STD/LTD

Vacation & sick days

Job summary

NexCore Group is seeking a Level 2 Service Desk Specialist to join our IT team in Denver, CO. The role focuses on advanced technical support for hardware, software, and network systems, serving as a primary contact for internal users and collaborating with higher-tier technicians across the organization.

The ideal candidate has 3+ years in IT support, 1-2 years at Level 2, and solid knowledge of ITIL practices, with strong customer service skills and proactive problem-solving abilities.

Qualifications

• Associates Degree in IT or related field required.
• 3+ years in IT support/help desk with 1-2 years in Level 2.
• Experience with basic network troubleshooting (VPN, DNS/DHCP).
• Exposure to IT asset management and documentation practices.
• Strong customer service and communication skills.
• Ability to follow procedures and work independently or as part of a team.
• Understanding of ITIL processes and best practices.
• Advanced knowledge of IT systems, software, and networking.

Responsibilities

• Provide advanced technical support to on-site and remote end users via desk-side visits, phone, email, text, and remote tools.
• Set up, configure, and support employee technology including desktops, laptops, monitors, printers, phones, and mobile devices.
• Support and troubleshoot audio/visual equipment in conference rooms for meetings and events.
• Resolve escalated issues from Tier 1 with in-depth troubleshooting for hardware, software, and networking.
• Configure systems, install software/hardware, and perform upgrades per standards.
• Maintain, update, and create technical documentation for knowledge sharing.
• Collaborate with higher-tier technicians, vendors, and project teams on IT needs.
• Manage and monitor tickets in the ticketing system with thorough updates and clear resolutions.
• Maintain on-site coverage hours and participate in on-call rotations.
• Perform other duties to support IT operations and service delivery.

Skills

Customer service

Communication

Analytical problem-solving

Independent work

Team collaboration

ITIL knowledge

Education

Associate degree

Tools

CompTIA Nework+

Microsoft Modern Desktop Administrator

Job description

NexCore Group is seeking a Level 2 Service Desk Specialist to join our IT team in Denver, CO. The role focuses on advanced technical support for hardware, software, and network systems, serving as a primary contact for internal users and collaborating with higher-tier technicians across the organization.

The ideal candidate has 3+ years in IT support, 1-2 years at Level 2, and solid knowledge of ITIL practices, with strong customer service skills and proactive problem-solving abilities.