JOB SUMMARY

This internal-facing IT support role is responsible for installing, maintaining, and troubleshooting user systems, cloud-based workspaces, and device management platforms. Under limited supervision, the Support Engineer II plays a key role in supporting end users across multiple sites, including remote workforce environments. This role requires proficiency with Microsoft Intune, AWS Workspaces, and endpoint management systems.

• Provide day-to-day support for endpoint systems, including laptops, desktops, and virtual workspaces
• Configure, deploy, and troubleshoot AWS Workspaces for remote and hybrid users.
• Deploy and manage devices through Microsoft Intune, including policy enforcement, app deployment, and compliance troubleshooting.
• Resolve Tier 1 and Tier 2 incidents related to user devices, software, and network connectivity.
• Train users in new hardware, software, and systems deployments.
• Maintain and update documentation including user instructions, asset inventory, and service logs.
• Monitor hardware and software inventory and perform lifecycle management tasks.
• Install and maintain end-user hardware, peripherals, and approved software packages
• Collaborate with other IT staff on the rollout of enterprise systems and tools.
• Assist in project implementation activities across infrastructure and client services initiatives.
• Conduct preventive maintenance and perform health checks on systems and services.
• Support remote troubleshooting via remote assistance tools and participate in on-site support as needed.
• Stay current on developments in enterprise IT tools and best practices.

REQUIRED SKILLS

• Experience with AWS Workspaces setup and lifecycle management.
• Proficient in Microsoft Intune, including device onboarding, policy management, and reporting.
• Familiarity with Microsoft 365, Windows 11, and basic networking principles.
• Ability to diagnose and resolve a broad range of hardware and software issues.
• Experience with general office equipment and tools including computers, printers, mobile devices, and teleconferencing systems.
• Strong customer service skills and ability to communicate technical topics to non-technical users.
• Experience with ticketing systems and ITIL-aligned support processes.
• Record-keeping and documentation accuracy.

EDUCATION & EXPERIENCE

• Associate or bachelor’s degree in information technology or related field preferred.
• Relevant certifications (e.g., CompTIA A+, Microsoft 365, Azure, or AWS) strongly desired

PHYSICAL DEMANDS / WORKING CONDITIONS

• This position is located at BKV’s headquarters in Denver, Colorado. Candidate must be able to work 4 days of the week in the Denver office.
• Must be available for occasional travel (1–2 times per year) to locations such as Fort Worth, TX or Pennsylvania.
• The role may involve after-hours support during critical issues or project deployments.

SALARY RANGE

• This position is non-exempt and eligible for overtime.
• Hourly rate range is $26.93 per hour to $44.24 per hour (or $56,000 to $92,000 annually).