IT Help Desk Technician II

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

• 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

Recommended Certifications:

• CompTIA A+
• Network+
• Microsoft Certified Professional (or similar)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Cell phone reimbursement, Compensation: $60,000 - $73,130 base salary

At Imagine IT, we believe exceptional service starts with empowered people. As a hybrid, multi-state team, we’re deeply connected by our shared values, commitment to growth, and focus on delivering confidence through technology. From peer recognition and Birthday Bucks to professional development and team events, we’re intentional about creating a workplace where your expertise is valued and your impact is visible., 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

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.