IT Help Desk Technician II
What You'll Do
- 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.
What You'll Bring
- 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
Certifications Recommended
- CompTIA A+
- Network+
- Microsoft Certified Professional (or similar)
Compensation & Benefits
Base Salary Range: $60,000 – $73,130
This range reflects our good faith estimate based on internal salary bands and market data. Final compensation will be based on experience and qualifications.
Total Rewards Include:
- Medical, dental, and vision coverage
- Health Savings Account (HSA) eligibility
- Company-paid life, accident, and ID theft protection
- 401(k) with company match
- 16 days of Paid Time Off (PTO)
- Monthly internet + cell phone allowance
- Peer recognition & Birthday Bucks
- Flexible remote scheduling
- Professional development and certification support
- Company-sponsored team events
Why Imagine IT?
At Imagine IT, you're more than a technician—you’re a trusted partner helping organizations stay productive, secure, and successful. As an IT Help Desk Technician II, you'll have the opportunity to solve meaningful technical challenges, grow your skills alongside experienced teammates, and make a measurable impact on the partners we serve every day.
We value curiosity, accountability, teamwork, and continuous learning. If you're ready to take the next step in your IT career while working with a team that invests in your success, we'd love to hear from you.
Ready to grow your IT career with a team that values your expertise?
Apply now and let's grow—together.