Level 2 Service Desk Specialist

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

Job Summary

We are seeking a Level 2 Service Desk Specialist to join our dynamic IT team. This role serves as a key point of contact for internal technical support and will work closely with users across the organization to ensure smooth operation of hardware, software, and network systems. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for technology.

Key Responsibilities

• Provide advanced technical support to on-site and remote end users through desk-side visits, phone, email, text, and remote support 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, ensuring reliable performance for meetings and events.
• Resolve escalated issues from Tier 1, applying in-depth troubleshooting for hardware, software, and network-related problems.
• Configure systems, install software/hardware, and perform upgrades in accordance with organizational standards.
• Maintain, update, and create technical documentation to ensure accurate knowledge sharing across the IT team.
• Collaborate with higher-tier technicians, vendors, and project teams to address more complex IT needs.
• Manage and monitor tickets within the ticketing system, ensuring escalations are documented, updates are thorough, and resolutions details are accurate.
• Maintain assigned on-site coverage hours and participate in on-call rotations as scheduled.
• Perform other related duties as assigned to support IT operations and service delivery.

Skills, Knowledge, And Expertise

• Associates Degree in Information Technology, Computer Science, or a related field – Required
• 3+ years of experience in IT support or help desk roles, with at least 1-2 years in a Level 2 capacity.
• Prior involvement in small-scale IT projects or deployments.
• Experience with basic network troubleshooting (e.g., connectivity issues, VPN setup, 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
• Advanced knowledge of IT systems, software, and networking
• Strong analytical and problem-solving skills
• Ability to work independently and collaboratively
• Understanding of ITIL processes and best practices
• Advanced knowledge of IT systems, software, and networking

Licenses And Certifications

• CompTIA Nework+ - Preferred
• Microsoft Certified: Modern Desktop Administrator Associated – Preferred

Benefits

• Compensation: $60,000 - $70,000 / year
• Eligible for discretionary benefits: performance bonus
• Eligible for standard employee benefit elections: Medical, Dental, Vision, 401K, FSA, HSA, Commuter Benefits, Employee Assistance Program, Life Insurance (employee and dependents), Short-term disability (STD), Long-term disability (LTD), Accidental death & dismemberment (AD&D), vacation days, sick days, and other benefits

Disclaimer

To All Recruitment Agencies – NexCore Group does not accept unsolicited third-party resumes.

NexCore Group knows that when we welcome different points of view, it makes us better, stronger, and moves us boldly forward in becoming a world-class company. That is why we’re proud to be an Equal Opportunity Employer and encourage all qualified talent to apply. Your application will be reviewed regardless of race, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

If you are interested in applying for a position with NexCore Group and need special assistance or an accommodation to use our website, please contact [e-mail]