IT Support Engineer
About The Position
At Greystone Technology, a New Charter Company, we are seeking a Technical Engineer (in other companies this person could hold the title of Jr. Systems Administrator, Tier 2 Support Engineer, Desktop Support Engineer) to provide dedicated technical support and resolve day-to-day IT issues for a client of ours. This role is based in Boulder, Colorado with onsite work required. We don’t just solve technical issues. We focus on understanding the real problem first. That means asking questions, listening, and taking a thoughtful, consultative approach instead of jumping straight to solutions. If you think differently, solve problems creatively, and enjoy working with people, you’ll find success in here.
Requirements
- 1+ years of experience in an IT help desk, desktop support, or similar technical support environment
- Experience troubleshooting and supporting Microsoft technologies (e.g. Microsoft 365, Active Directory, and current Windows operating systems)
- Fundamental understanding of networking technologies and concepts (e.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity)
- Ability to diagnose, troubleshoot, and resolve common end-user technical issues (e.g. password resets, break/fix issues, and software installation and configuration)
- Ability to install, diagnose, troubleshoot, and support peripheral devices (e.g. printers, scanners, monitors, and other peripherals)
- Strong client-service skills with an empathetic approach to problem solving
- A positive and professional demeanor
- Curiosity about technology and motivation to learn independently
- Ability to work effectively with directed autonomy
Nice To Haves
- Understanding of standard IT security practices (e.g. virus remediation, firewalls, and phishing-related issues)
- Familiarity with backup and disaster recovery concepts
- Knowledge of Apple technologies, including Mac OS and iOS troubleshooting
- Experience working for a Managed Service Provider (MSP) or in a comparable multi-client support environment
- Experience using an IT ticket management system
- Strong service orientation and professional confidence
- Receptiveness to feedback and an ability to learn from experience
Responsibilities
- Diagnose, troubleshoot, and resolve technical issues for Managed Services clients
- Manage support tickets and maintain accurate client documentation in accordance with established service delivery processes
- Respond to client requests within established Service Level Agreement (SLA) expectations, including a target response time of 30 minutes
- Follow up with clients to confirm technical issues have been fully resolved
- Work toward a goal of six hours per day or 30 hours per week of client-attributed work and consistent 75% utilization
- Escalate technical issues to the appropriate consultants when additional expertise is required
- Independently learn and adapt to clients’ evolving systems and technology environments
- Travel to local client locations on a daily or weekly basis depending on client needs
- Collaborate across service lines and departments to provide clients with a seamless support experience
- Build trust and credibility with end users through responsive, empathetic, and effective technical support
Benefits
- Competitive wages
- Health, Dental, Vision, Life, Disability Insurance
- HSA & 401(k) employer contributions
- Maternal and paternal leave
- Very generous paid time off program
- Sustainable work-life balance and flexibility
- Yearly work anniversary rewards
- Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
