Onsite IT Service Desk Specialist - Tier II

Overview

Job Title: Tier 2 IT Onsite & Service Desk Specialist

Location: Grand County, CO area (role requires onsite customer visits; reliable transportation required)

Executech is a well-established IT consulting firm. We’re seeking a Tier 2 IT Onsite & Service Desk Specialist to deliver advanced technical support remotely, with regular onsite visits. In this role, you’ll troubleshoot complex issues, mentor Tier 1 team members, and partner with internal teams to provide an excellent client experience.

• Travel to client locations to perform onsite support for computer and network hardware/software (approximately 50% of your week).
• Manage tickets, chats, emails, and calls while meeting SLAs and providing clear, timely updates.
• Diagnose and resolve issues related to networking (Layer 2/3 fundamentals, VLANs, VPNs, DHCP/DNS), endpoint management, printers, and line-of-business applications.
• Administer and support Microsoft 365 (Exchange Online, Teams, SharePoint, One Drive), identity/access, and basic security configurations.
• Perform user lifecycle tasks (provisioning, offboarding, permissions, Group Policy and/or Intune configuration).
• Use RMM and ITSM tools for monitoring, remote support, patching, and scripting to deliver consistent, repeatable outcomes.
• Document solutions, create and maintain knowledge base articles, and contribute to root cause analysis and problem management.
• Recommend upgrades or improvements to the client Professional Services Engineer (PSE) to enhance network/system performance and overall client experience.
• Coordinate with vendors and internal teams on escalations and project work as needed.

• Experience:
  
  2–4 years in a help desk/service desk or MSP environment, with proven Tier 2 troubleshooting capability.
• Technical skills:
• Endpoints:
  Windows 10/11, macOS, imaging, profiles, and application deployment.
• Microsoft 365:
  Administration in Exchange Online, SharePoint, and Teams (basic Power Shell a plus).
• Identity:
  Azure AD / Entra , MFA, and conditional access fundamentals.
• Networking: TCP/IP, DNS, DHCP, VPNs, VLANs, Wi‑Fi; basic understanding of firewall rules.
• Servers:
  Fundamentals of Active Directory, file/print services, permissions; backup/restore basics.
• Tools: RMM, ticketing/ITSM, documentation, and remote support tools.

• Strong communication, empathy, and client service mindset.
• Responsive, organized, and able to manage multiple priorities with urgency.
• Strong problem-solving skills and a continuous improvement approach.

• MSP experience with SLAs, multi-tenant tooling, and PSA platforms.
• Certifications (CompTIA A+/Network+/Security+, Microsoft 365 Fundamentals/Administrator, ITIL Foundation).
• Power Shell scripting, Intune/MDM experience.
• Exposure to security tools (EDR) and backup solutions.

• Technology:
  Company-issued computer.
• Benefits:
  Competitive medical, dental, and vision coverage.
• Financial: 401(k) retirement plan.
• Time Off:
  Generous PTO.
• Flexibility:
  Remote work with regular onsite client visits in the Grand County area.

• Full-time
• Monday–Friday, 8:00 a.m.–5:00 p.m.

This role may require certification and fingerprint-based background checks through the Colorado Bureau of Investigation (CBI) to meet state and federal compliance requirements related to access and handling of sensitive or secured data.

If you’re ready to apply your Tier 2 skills in a fast-paced, client-focused environment, we’d love to hear from you. Please submit your resume—we’re excited to learn what you’ll bring to Executech.