Tier 2+ Help Desk
Tier 2+ Help Desk Technician at a Denver-area MSP: owns escalated hardware, software, and network tickets, triages cybersecurity alerts from SIEM/EDR tooling, and administers Microsoft 365, Active Directory, and Entra ID. Fully on-site at the Denver Tech Center (Centennial, CO), supporting Windows, macOS, and client network infrastructure.
- Compensation
- $80K–$90K / yr
- Location
- Centennial, CO
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- 3+ years of experience in a help desk, IT support, or technical support role
- Strong working knowledge of Windows operating systems, Microsoft 365 administration, and core networking concepts
- Familiarity with cybersecurity tooling and alert handling workflows
- Excellent written and verbal communication skills; ability to explain technical issues to non-technical users
- Strong documentation habits and attention to detail in ticket handling
- Reliable transportation and willingness to travel to client sites in the Denver metro area as needed
- Must be local and work on-site at the Denver Tech Center office (no remote work)
Nice to have
- Tier 2 or equivalent escalation experience
- CompTIA Network+, Security+, or equivalent certifications
- Prior experience at a managed service provider (MSP) supporting multiple client environments
- Hands-on experience with SIEM platforms and endpoint protection/EDR tools
- Exposure to Kaseya products such as Autotask PSA and Datto RMM/BCDR
- VoIP administration and troubleshooting experience
- Familiarity with scripting for automation (PowerShell preferred)
Full description
Tier 2+ Help Desk Technician
REMOTE WORK IS NOT OFFERREDMUST BE LOCALJob Title: **Tier 2+ Help Desk Technician
Employment Type: Full-time employee
Location: Denver Tech Center (DTC) — Dry Creek Rd & I-25, Centennial/Greenwood Village, CO | On-site
Compensation: $80,000 – $90,000 per year, depending on experience and certifications
Experience: 3+ years in a help desk or technical support role preferred
About Perfect Cloud Solutions
Perfect Cloud Solutions is a Denver-based managed service provider delivering IT support, cloud infrastructure, and cybersecurity services to businesses across Colorado. Our clients count on us to keep their environments fast, stable, and secure — and our technicians are the reason they do. We are a small, collaborative team where your work is visible, your judgment matters, and there is a clear path to deeper technical and security work.
Position Overview
We are seeking a skilled and proactive Tier 2+ Help Desk Technician to join our IT services team. This role is ideal for someone with strong troubleshooting instincts, a solid grasp of networking fundamentals, and hands-on experience managing cybersecurity alerts.
As a Tier 2+ Technician, you are the escalation point for our Tier 1 support staff. You will own the complex tickets — the ones that require real diagnosis rather than a script — and drive them to resolution quickly and cleanly, while helping strengthen the security and stability of our clients’ IT infrastructure. You will also mentor Tier 1 technicians and help build the documentation that makes the whole team faster.
This is a hands-on team, not a tiered silo. While your primary focus is escalated work, you will also pick up Tier 1 tickets from time to time to support the team during high-volume periods, coverage gaps, and busy queues. We are looking for someone who pitches in wherever the work is rather than waiting for it to reach their tier.
Key Responsibilities
Technical Support & Troubleshooting
- Provide advanced support for hardware, software, and network issues escalated from Tier 1.
- Diagnose and resolve issues across Windows, macOS, and mobile platforms.
- Support end-user applications including Microsoft 365, VPNs, remote access tools, and client-specific line-of-business applications.
- Own escalated tickets end to end — communicate status clearly, meet SLA targets, and confirm resolution with the client.
- Document solutions and contribute to the internal knowledge base so recurring issues get resolved faster at Tier 1.