IT Support Engineer

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

At Greystone Technology, a New Charter Company, we are seeking a Technical Engineer (in other companies thi is 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.

Core Responsibilities The Technical Engineer is responsible for partnering with clients and Greystone Technology’s consulting and service teams to troubleshoot user issues across Microsoft 365, Active Directory, Windows, networking, VPNs, firewalls, and endpoint technologies. This role manages support tickets and client documentation while delivering a responsive, empathetic, and effective support experience.

Responsibilities include:

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

Required Skills, Experience, and Attributes1+ years of experience in an IT help desk, desktop support, or similar technical support environment

Experience troubleshooting and supporting Microsoft technologiese.g. Microsoft 365, Active Directory, and current Windows operating systems

Fundamental understanding of networking technologies and conceptse.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity

Ability to diagnose, troubleshoot, and resolve common end-user technical issuese.g. password resets, break/fix issues, and software installation and configuration

Ability to install, diagnose, troubleshoot, and support peripheral devicese.g. printers, scanners, monitors, and other peripherals

Strong client-service skills with an empathetic approach to problem solvingA positive and professional demeanor

Curiosity about technology and motivation to learn independently

Ability to work effectively with directed autonomy

Preferred Skills, Experience, and Attributes Understanding of standard IT security practicese.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

Some of the things our team members enjoy, include:

Competitive wages | The salary range is expected to start between $62,000-$67,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

Generous benefits for you and your family…