IT Help Desk Technician II

Imagine IT•Overland Park, KS

8d•$60,000 - $73,130•Hybrid

About The Position

This position is ideal for an experienced technician who is ready to take on more advanced troubleshooting, support escalated issues, contribute to projects, and play an important role in delivering an exceptional partner experience. At Imagine IT, we believe exceptional service starts with empowered people. As a hybrid, multi-state team, we’re deeply connected by our shared values, commitment to growth, and focus on delivering confidence through technology. From peer recognition and Birthday Bucks to professional development and team events, we’re intentional about creating a workplace where your expertise is valued and your impact is visible.

Requirements

Associate degree or higher in Information Technology, Computer Science, or a related field or relevant IT certification (such as Net+ or AZ-900)
2–4+ years of experience in IT support or customer service
Strong troubleshooting skills across hardware, software, networking, and operating systems
Experience resolving escalated technical issues and supporting complex IT environments
Excellent time management and organizational skills
Clear written and verbal communication skills with a customer-first mindset
Ability to work collaboratively while managing multiple priorities

Nice To Haves

Recommended Certifications: CompTIA A+
Network+
Microsoft Certified Professional (or similar)

Responsibilities

Resolve Advanced Technical Issues: Provide second-level technical support by diagnosing and resolving complex hardware, software, network, and peripheral issues that require advanced troubleshooting.
Manage Escalated Support Requests: Work escalated help desk tickets efficiently while ensuring timely resolution and minimizing downtime for partners.
Maintain & Support IT Systems: Assist with routine system maintenance, software deployments, patches, backups, workstation configurations, and support for servers and network environments.
Support & Educate End Users: Provide guidance to end users on technical issues, answer questions, and create documentation that helps partners effectively use their technology.
Contribute to Projects: Assist with IT projects including upgrades, migrations, deployments, and technical implementations while collaborating with teammates across the organization.
Document & Improve Processes: Maintain accurate ticket documentation, create technical documentation, identify recurring issues, and recommend improvements that strengthen service delivery.
Provide Onsite & Advanced Support Conduct: Onsite work and support critical incidents, including potential on-call or extended hours.
Support Service Excellence: Consistently meet performance expectations related to ticket resolution, customer satisfaction, billable utilization, and administrative responsibilities while continuing to invest in technical development.