IT Support Engineer
New Charter Technologies•Denver, CO
•$60,000 - $65,000•Hybrid
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 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 Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- 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!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
