IT Support Desk Technician II

Beacon Technologies • Lafayette, CO

9d

About The Position

We are seeking a skilled and customer-focused IT Support Engineer to join the Managed Services team. The role provides a broad range of IT support services, including desktop and application support, systems administration, networking, and firewall administration. The ideal candidate combines strong technical expertise with exceptional customer service skills and thrives in a fast-paced, team-oriented environment.

The technician monitors and responds to automated alerts, manages support requests through a ticketing system, participates in a support call queue, and provides remote support for applications, servers, storage systems, networking equipment, and security devices. The role also includes proactive maintenance, infrastructure monitoring, documentation, collaboration on support and project work, and participation in an on-call rotation approximately every 8–10 weeks for after-hours and weekend support.

Requirements

• At least 3 years of experience in IT support, systems administration, or network administration.
• Associate degree in a technology-related field or an equivalent combination of education and experience.
• Advanced knowledge of Microsoft Windows operating systems.
• Basic knowledge of Microsoft Windows Server administration.
• Basic understanding of networking concepts and network printing.
• Experience with antivirus and endpoint security solutions.
• Basic knowledge of Mac OS.
• Basic knowledge of mobile operating systems, including Apple iOS and Android.
• Familiarity with server, storage, network, and firewall technologies.
• Strong customer service and communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Outcome-focused mindset and strong attention to detail.
• Collaborative team player with a professional and respectful demeanor.
• Ability to work independently while contributing to team success.

Responsibilities

• Monitor and respond to critical and non-critical automated ticket alerts.
• Manage and resolve support requests through the ticketing system while meeting established service level agreements (SLAs).
• Participate in a support call queue and provide timely assistance for technical issues.
• Review system reports and identify opportunities for improvement and resolution.
• Escalate issues to appropriate internal teams when necessary.
• Perform server patching and updates, workstation maintenance, network switch, router, and firewall upgrades, and firewall rule management.
• Provide remote support for applications, servers, storage systems, networking equipment, and security devices.
• Monitor and analyze networks, systems, backups, and security infrastructure.
• Collaborate with field engineers and technical teams to complete support and project-related work.
• Assist with project coordination and implementation of internal initiatives.
• Create, maintain, and improve technical documentation, procedures, and knowledge base articles.
• Follow departmental policies, processes, and operational standards.
• Deliver training and knowledge-sharing sessions in formal and informal settings.
• Maintain accurate documentation related to infrastructure, applications, systems, and support procedures.
• Participate in an on-call rotation for after-hours and weekend support approximately every 8–10 weeks.
• Achieve utilization and performance goals while balancing professional development and training activities.
• Perform additional duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree