What are the responsibilities and job description for the Level 2 Help Desk Technician position at TeamLogic IT of West Denver?
**We are conducting rolling interviews for this position. Successful candidates will be local to the broader Denver Metro area and willing to work out of our Lakeside-area office 4-5 days per week.**
Level 2 Help Desk Technician - Join Our Growing, Colorado-Based MSP!
About TeamLogic IT of West Denver
We're a fast-growing, customer-focused MSP dedicated to providing reliable and proactive IT and cybersecurity solutions to small and medium-sized businesses, non-profits, and public-sector organizations to keep their teams productive and protected. We value teamwork, continuous learning, and a collaborative work environment.
As part of a 20-year, 320 -location national franchise network, we pair the professionalism and resources of an enterprise firm with the personalization and investment in our clients’ experience that comes from being locally owned and operated.
We serve as the trusted advisors to - and true extensions of - our clients’ teams. We are kind and enthusiastic problem solvers who take on the full weight of clients’ IT and cybersecurity, from proactive monitoring and management to refreshingly responsive day-to-day help desk and break-fix support.
We get to know the humans behind the organizations and pride ourselves on exceeding their expectations day in and day out, and we believe deeply in taking care of the people who take care of our clients.
About the Role
We're seeking a talented and motivated Level 2 Help Desk Technician to join our team and play a key role in delivering exceptional IT support directly to our valued clients. As our next dedicated, full-time technician, you'll partner with our Director of Service Delivery and Chief Technology Officer to deliver solutions to our clients at all levels, directly impacting our growth and success!
Any successful candidate will bring an entrepreneurial mindset and comfort operating as part of a young and growing team.
Whether you see yourself growing into management or have a passion for growing your technical skillset and focusing on resolving client issues long-term, we will work together to create the right path for you.
Responsibilities:
- Drive customer satisfaction and client loyalty by resolving challenges with empathy, urgency, detail orientation, and enthusiasm.
- Provide remote and occasional on-site technical support to clients experiencing a variety of IT issues.
- Document all support interactions thoroughly in our ticketing system (Autotask experience preferred but not required) and documentation system (IT Glue).
- Escalate complex issues to senior team members when necessary.
- Proactively identify and address potential IT problems.
- Contribute to the development of knowledge base articles and documentation.
- Troubleshoot and resolve problems related to:
- Operating systems (Windows, macOS)
- Productivity suites (Microsoft Office, Google Workspace)
- Network connectivity
- Hardware (desktops, laptops, printers, scanners, cameras)
- Software applications
Required Qualifications:
- At least five years of proven, direct, hands-on IT- and/or cybersecurity-related Level 2 (or higher) help desk experience.
- Excellent customer service and communication skills.
- Demonstrated understanding of computer hardware, software, and networking principles.
- Proficiency in supporting both Windows and macOS operating systems.
- Experience with Microsoft Office and Google Workspace.
- Ability to work independently and as a positive contributor to an entrepreneurial team.
- A positive, can-do attitude and a demonstrated passion for technology.
Bonus Points:
- Experience working in an MSP environment.
- Familiarity with Autotask or other PSA tools and IT Glue.
- Relevant certifications (CompTIA A , Network , etc.).
- Cybersecurity expertise.
- Experience working with Active Directory.
Benefits:
- Competitive base salary (Starting range: $55,000 to $65,000).
- Performance-based bonuses and customer service contribution incentives.
- Profit-sharing program eligibility.
- Benefits to fit employee preferences.
- Opportunity for professional growth and development, with industry certification coverage.
- Opportunity to help build on our entrepreneurial foundation as part of a dynamic and supportive team.
To Apply:
Please send your resume and a cover letter explaining why you're the perfect fit for this role to westdenverinfo@teamlogicit.com.
Salary : $55,000 - $65,000