Tier 2+ Help Desk

Perfect Cloud Solutions; Centennial (CO); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Paid time off

Certification reimbursement

Denver Tech Center location

Job summary

Perfect Cloud Solutions is a Denver-based MSP delivering IT support, cloud infrastructure, and cybersecurity services. We seek a Tier 2+ Help Desk Technician to own complex tickets, mentor Tier 1 staff, and enhance security and stability for client environments.

The role is on-site at the Denver Tech Center in Centennial, CO with a salary range of $80,000–$90,000 depending on experience and certs. Travel to client sites in the Denver metro area may be required.

Qualifications

• 3+ years in a help desk/IT support role (Tier 2 escalation preferred).
• Strong Windows, Microsoft 365, and core networking knowledge.
• Familiarity with cybersecurity tooling and alert workflows.
• Excellent written and verbal communication; strong ticket documentation.

Responsibilities

• Own escalated tickets end to end, ensuring clear status updates and SLAs.
• Mentor Tier 1 staff and contribute to knowledge base.
• Troubleshoot hardware, software, networking across Windows/macOS/mobile.
• Support cybersecurity alerts, incident handling, and threat awareness.

Skills

Windows OS

Microsoft 365 admin

Networking basics

Cybersecurity tooling

Communication skills

Documentation

Travel to client sites

Tools

SIEM platforms

EDR tools

Kaseya Autotask PSA

Datto RMM/BCDR

PowerShell scripting

Job description

**REMOTE WORK IS NOT OFFERRED**MUST BE LOCAL**

Job Title:Tier 2+ Help Desk Technician

Employment Type:Full-time employee

Location:Denver Tech Center (DTC) - Dry Creek Rd & I-25, Centennial/Greenwood Village, CO|On-site

Compensation:$80,000 - $90,000 per year, depending on experience and certifications

Experience:3+ years in a help desk or technical support role preferred

About Perfect Cloud Solutions

Perfect Cloud Solutions is a Denver-based managed service provider delivering IT support, cloud infrastructure, and cybersecurity services to businesses across Colorado. Our clients count on us to keep their environments fast, stable, and secure — and our technicians are the reason they do. We are a small, collaborative team where your work is visible, your judgment matters, and there is a clear path to deeper technical and security work.

Position Overview

We are seeking a skilled and proactive Tier 2+ Help Desk Technician to join our IT services team. This role is ideal for someone with strong troubleshooting instincts, a solid grasp of networking fundamentals, and hands-on experience managing cybersecurity alerts.

As a Tier 2+ Technician, you are the escalation point for our Tier 1 support staff. You will own the complex tickets — the ones that require real diagnosis rather than a script — and drive them to resolution quickly and cleanly, while helping strengthen the security and stability of our clients’ IT infrastructure. You will also mentor Tier 1 technicians and help build the documentation that makes the whole team faster.

This is a hands-on team, not a tiered silo. While your primary focus is escalated work, you will also pick up Tier 1 tickets from time to time to support the team during high-volume periods, coverage gaps, and busy queues. We are looking for someone who pitches in wherever the work is rather than waiting for it to reach their tier.

Key Responsibilities

Technical Support & Troubleshooting

• Provide advanced support for hardware, software, and network issues escalated from Tier 1.
• Diagnose and resolve issues across Windows, macOS, and mobile platforms.
• Support end-user applications including Microsoft 365, VPNs, remote access tools, and client‑specific line‑of‑business applications.
• Own escalated tickets end to end — communicate status clearly, meet SLA targets, and confirm resolution with the client.
• Document solutions and contribute to the internal knowledge base so recurring issues get resolved faster at Tier 1.
• Serve as a technical mentor and escalation resource for Tier 1 technicians.

Networking Support

• Troubleshoot LAN/WAN connectivity issues across client sites.
• Perform core network configuration tasks including IP addressing, DHCP, DNS, and VLAN assignment.
• Run diagnostics, apply firmware updates, and manage configuration changes on switches, routers, and firewalls.
• Support site-to-site and client VPN connectivity and wireless infrastructure.

Cybersecurity Alert Management

• Monitor, triage, and respond to alerts from security tooling including SIEM, antivirus, and endpoint detection and response (EDR) platforms.
• Investigate potential threats, determine severity, and upscale confirmed incidents according to defined procedures.
• Lead phishing investigations and support end-user security awareness and education efforts.
• Assist with vulnerability remediation and security hardening across client environments.
• Maintain current awareness of evolving threats, attack techniques, and security best practices.

System Administration

• Manage user accounts, groups, and permissions in Active Directory, Entra ID, and Microsoft 365.
• Execute patch management and software deployment across managed endpoints.
• Support backup, restore, and disaster recovery operations, including periodic restore testing.
• Assist with onboarding and offboarding workflows for client users.

Qualifications

Required

• 3+ years of experience in a help desk, IT support, or technical support role (Tier 2 or equivalent escalation experience preferred).
• Strong working knowledge of Windows operating systems, Microsoft 365 administration, and core networking concepts.
• Familiarity with cybersecurity tooling and alert handling workflows.
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Strong documentation habits and attention to detail in ticket handling.
• Reliable transportation and willingness to travel to client sites in the Denver metro area as needed.

Preferred

• CompTIA Network+, Security+, or equivalent certifications.
• Prior experience at a managed service provider (MSP) supporting multiple client environments.
• Hands‑on experience with SIEM platforms and endpoint protection/EDR tools.
• Exposure to Kaseya products such as Autotask PSA and Datto RMM/BCDR.
• VoIP administration and troubleshooting experience.
• Familiarity with scripting for automation (PowerShell preferred).

What We Offer

• Salary of $80,000 - $90,000 per year, based on experience and certifications.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Paid time off and paid holidays.
• 401(k) retirement plan.
• Paid professional development, training, and certification reimbursement.
• A collaborative, security-conscious team where technicians are trusted to own their work.
• Convenient Denver Tech Center location at Dry Creek Rd and I-25, with easy highway and light rail access.

Perfect Cloud Solutions is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.