IT Support Engineer

Greystone Technology Group • Denver, CO

1d • Hybrid

About The Position

Greystone Technology, a New Charter Company, is a people-driven IT organization looking for creative, self-accountable professionals. We’re looking for curious, driven people who want to do meaningful, challenging, and rewarding work. If you’re ready to learn, grow, solve problems, and bring your full self to the table, we’d love to meet you. 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. 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 responsive technical support and resolve day-to-day IT issues for our Managed Services clients. This role is ideally hybrid out of our Denver, CO office; however, candidates located elsewhere in Colorado will also be considered. Regular travel to local client locations may be required based on client needs.

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 that is unique to the IT industry
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed