Service Desk Tier I & II Technician

Compensation: $28-$35/hr

Location: Castle Rock, CO

Position: Service Desk Tier I & II Technician

Inceed has partnered with a great company to help find a skilled Service Desk Tier I & II Technician to join their team!

This is a fantastic opportunity to support a dynamic team focused on providing exceptional customer service in a fast-paced, high-volume technical support environment. You’ll be the first point of contact for technical support requests, helping users troubleshoot hardware and software issues, maintain efficient workflows, and improve how the organization leverages its IT systems. The team is highly collaborative, values clear communication and documentation, and is passionate about enabling users through effective and efficient IT solutions.

Responsibilities:

• Serve as the first point of contact for technical support via phone, email, ticketing system, and walk-ups

• Provide hardware and software troubleshooting for laptops, desktops, mobile devices, and peripherals

• Assist users with Active Directory account issues including password resets, unlocks, and group policy inquiries

• Use SCCM and other tools to image and maintain computer builds

• Document all work clearly in the ticketing system to support team continuity and escalation

• Participate in on-call rotation and root cause analysis efforts

• Coach users on software tools and workflows to help them work more effectively

• Collaborate with senior specialists and cross-functional IT teams to streamline service delivery

Required Qualifications & Experience:

• 3 years of work experience, 1 year of experience in a customer service or help desk environment

• Strong communication and documentation skills

• Experience supporting Windows 10 and Microsoft Office 365 in an enterprise setting

• Experience with hardware troubleshooting (laptops, printers, drivers, etc.)

• Familiarity with a structured ticketing system (ServiceNow preferred)

• Basic understanding of ITIL/incident management frameworks

• High school diploma or GED with one year of computer-related education

Nice to Have Skills & Experience:

• Experience working in a high-volume call center or IT support desk

• Familiarity with SCCM for imaging and software deployment

• Exposure to Intune and mobile device management (especially iPhones/iPads)

• Knowledge of Active Directory tools and group policy basics

• A Certification or strong intent to obtain certification

Perks & Benefits:

• 3 different medical health insurance plans, dental, and vision insurance
• Voluntary and Long-term disability insurance
• Paid time off, 401k, and holiday pay
• Weekly direct deposit or pay card deposit

If you are interested in learning more about the Service Desk Tier I & II Technician opportunity, please submit your resume for consideration. We are unable to provide sponsorship at this time.

We are Inceed, a staffing direct placement firm who believes in the possibility of something better. Our mission is simple” We’re here to help every person, whether client, candidate, or employee, find and secure what’s better for them.

Inceed is an equal opportunity employer. Inceed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.