Service Desk Technician II

/in /by

RainTech is a growing Managed Service Provider (MSP/MSSP) in downtown Colorado Springs that started in 2001, and we are excited to offer a position for a full-time Service Desk Technician II who wants to grow with us! Join a team of professionals passionate about best-in-class service!

Job Description

The primary focus of the Service Desk Technician II role is to troubleshoot and resolve complex technical issues while supporting a wide range of client environments. You will work closely with Windows desktops, Microsoft 365, Windows servers, and business-critical applications. This is a key position in our support team that requires technical depth, initiative, and a proactive mindset toward long-term problem-solving and client success.

Key Responsibilities

  • Troubleshoot and resolve technical support tickets with a focus on long-term solutions
  • Provide onsite troubleshooting and technical support as needed
  • Troubleshoot network issues using the OSI model to identify root causes
  • Leverage tools, documentation, and resources for issue resolution
  • Maintain detailed documentation of all troubleshooting steps, findings and final resolution in ticketing and documentation platforms
  • Assist in maintaining and improving internal documentation and standards
  • Communicate professionally with clients and vendors via phone, email and occasionally in-person
  • Open and manage support tickets with third-party vendors
  • Participate in on-call rotation to support client needs outside of regular business hours
  • Collaborate with peers to solve complex technical issues and share knowledge across the team
  • Mentor junior team members through guidance, reviews, and knowledge sharing
  • Demonstrate a commitment to continuous growth through ongoing education, training, feedback, and innovation

Qualifications

  • (Required) Experience in a Managed Service Provider (MSP) environment
  • (Required) Proficient in Microsoft Windows Desktop 10 and 11
  • (Required) Demonstrated ability to build rapport with clients and provide friendly, effective support
  • (Required) Experience with ticketing systems and remote support tools
  • (Required) Knowledge of networking concepts, log reviews, VPN health and firewall rules
  • (Preferred) Familiarity with MacOS, Microsoft Windows Server, Group Policy Administration, PowerShell Scripting
  • (Preferred) CompTIA A+, NET+, Security+, and Microsoft certifications
  • (Preferred) Extensive experience and/or certification with Microsoft Intune and SharePoint

Required Skills

  • Technical expertise
  • Ability to thrive in both independent and collaborative roles
  • Strong sense of empathy and client understanding
  • Critical thinking and sound decision-making
  • Effective problem-solving abilities
  • Conflict resolution and interpersonal skills
  • Excellent written and verbal communication
  • Professional demeanor and conduct

This position reports to: Service Delivery Manager

Work Environment

Colorado Springs, CO, On-Site
Monday through Friday 8 a.m. to 5 p.m. 
On-call rotation schedule

Job Type

Full-time , non-exempt 

Annual Salary Range

$65,000 – $75,000 based on knowledge and experience

Benefits

  • 401(k) + Matching
  • Health, Vision, and Dental insurance
  • Health Savings Account
  • Life Insurance
  • Planned Time Off: Unlimited*
  • Unplanned Time Off: 48 hours
  • Parental Leave
  • Professional Development Assistance
  • Moving or Homebuying Assistance*
  • Lifestyle Spending Account
  • Office Snacks and Drinks
  • Meditation Room with Massage Chair
  • And More!

This position offers a dynamic work environment where proactive and efficient problem-solving is highly valued.

We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.