L1/L2 Service Desk Support

Job Title: L1/L2 Service Desk Support (Remote) About the Client: Is a Managed IT Service Provider (MSP) in the Denver Metro area. They specialize in providing customers with end-to-end Information Technology (IT) services and support, including servers, networking, workstations, end-user support, remote monitoring and management, cloud backup and disaster recovery, network threat and mitigation strategies, and procurement services. Has been serving existing clients since 2002 with clients range from small and medium-size businesses across multiple industries and services. Overview: We seek a dedicated Service Desk Associate Tier 1/2 to join our team. The ideal candidate will have at least 2 years of experience in the IT industry and a strong foundation in network configuration and end-user troubleshooting. You will be responsible for ensuring top-notch customer service while resolving technical issues, providing support, and working collaboratively with our team and clients. Responsibilities: Answer and manage support calls with strong professionalism and customer service focus. Triage and address support requests via phone and ticket queues promptly. Monitor and resolve dashboard notifications related to backups, patch installations, antivirus detections, and other alerts. Provide daily troubleshooting and support for Windows desktop and server operating systems. Install and configure Microsoft Office 365 products, including user setup, password changes, and Outlook, Word, Excel, Teams, and OneDrive updates. Manage user setup, group memberships, and password changes in Active Directory. Support typical user programs like PDF Readers and browsers (Edge, Chrome, Firefox). Conduct scheduled maintenance, computer cleanup, and system optimization for workstations and servers. Create, update, and maintain technical documentation in clear and comprehensive English. Utilize call scripts consistently while handling incoming calls and route non-technical inquiries appropriat