Cloud Investments LLC
Tier 2+ Help Desk Technician
Denver, CO
·
Full time
Seeking a skilled and proactive Tier 2+ Help Desk Technician to join our IT team. This role is ideal for someone with strong troubleshooting skills, a solid understanding of networking fundamentals, and experience in managing cybersecurity alerts. You will serve as a critical escalation point for Tier 1 support, ensuring the timely resolution of complex technical issues while contributing to the security and stability of our clients’ IT infrastructure.
About Cloud Investments LLC
Cloud Investments LLC comprises of Perfect Cloud Solutions and Procomm Voice and Data Solutions Inc. We specialize in best-in-class Hosted and On-Site Communications and Managed I.T. Solutions for businesses of all sizes. Our company’s success comes from our ability to design, implement, and provide reliable ongoing solutions while constantly developing new features to enhance the user experience. Our face-to-face service allows our team to understand your businesses needs resulting in our ability to provide your company with the best solution, molded around your business.
Based in Denver, Colorado, with offices in Colorado Springs, CO and St. Louis, MO, Perfect Cloud Solutions and Procomm Voice and Data Solutions Inc. is a team of dedicated people who work hard, love what they do and love a challenge. We work together sharing strengths and talents to create a knowledgeable resource for our customers. We believe that good teamwork results in a great customer experience!
Description
Key Responsibilities:
Technical Support & Troubleshooting
- Provide advanced support for hardware, software, and network-related issues escalated from Tier 1.
- Diagnose and resolve issues related to Windows, macOS, and mobile platforms.
- Support end-user applications, including Microsoft 365, VPNs, client-specific applications and remote access tools.
- Document solutions and contribute to the internal knowledge base.
Networking Support
- Assist in troubleshooting LAN/WAN connectivity issues.
- Support basic network configuration tasks (e.g., IP addressing, DHCP, DNS).
- Manage switch/router/firewall diagnostics and updates
Cybersecurity Alert Management
- Monitor and respond to alerts from security tools (e.g., SIEM, antivirus, endpoint protection).
- Manage potential threats and triage
- Support phishing investigations and user education efforts.
- Maintain awareness of current security threats and best practices.
System Administration
- Perform user account management in Active Directory and Microsoft 365.
- Assist with patch management and software deployment.
- Support backup and recovery operations.
Qualifications:
Required:
- 2–4 years of experience in a help desk or technical support role.
- Strong knowledge of Windows OS, Microsoft 365, and basic networking concepts.
- Familiarity with cybersecurity tools and alert handling.
- Excellent communication and documentation skills.
Preferred:
- CompTIA Network+, Security+, or equivalent certifications.
- Experience with SIEM platforms and endpoint protection tools.
- Exposure to Kaseya products like AutoTask, Datto, etc.
- VoIP knowledge and understanding
What We Offer:
- Competitive salary and benefits package
- Opportunities for professional development and certification
- A collaborative and security-conscious work environment
Salary
$70,000 - $85,000 per year