IT Support Specialist

This is a fully remote position, open to applicants in Colorado, +3 more states.

📋 Description

• Deliver prompt front-line technical assistance and address daily technology challenges for Managed Services clients.

• Collaborate with the Front Edge Support team to aid the Managed Services teams.

• Manage ticket processing by adhering to established protocols, responding to calls, minimizing time spent on tickets, and routing them appropriately within SLA.

• Successfully resolve 50% or more of the support tickets handled and redirect misplaced Back Office tickets to the correct resources.

• Consistently manage tickets and documentation in accordance with the Service Delivery Handbook.

• Handle incoming calls, return voicemails when necessary, and maintain an excellent phone presence and listening skills.

• Investigate technical issues utilizing internal documentation and other informational resources.

• Simplify complex technical issues into layman's terms for clients.

• Maintain composure and confidence during periods of high ticket and call volumes.

• Oversee centralized tools, including deployment, reporting, and remediation tasks.

• Identify operational challenges and work collaboratively on both tactical and strategic solutions.

• Partner with other teams to ensure a seamless client experience.

⛳️ Requirements

• Capability to diagnose, troubleshoot, and resolve basic technical issues such as password resets, break/fix problems, software installation and configuration, as well as printer issues.

• Proficiency in troubleshooting and supporting Microsoft platforms, including M365, Active Directory, and current Windows versions.

• Basic understanding of networking principles, including TCP/IP, DNS, DHCP, and LAN/WAN.

• Ability to diagnose, troubleshoot, and resolve basic network issues, including internet connectivity, firewalls, DNS, and VPN problems.

• Skilled in installing, diagnosing, and maintaining peripheral devices like scanners, printers, and monitors.

• 1–3 years of experience in an IT help desk or desktop support setting.

• Familiarity with standard IT security practices, including virus remediation, firewalls, and phishing threats.

• Understanding of backup and disaster recovery concepts.

• Basic knowledge of Apple, Mac OS, and iOS troubleshooting is advantageous.

• Experience with a Managed Service Provider or similar role is a plus.

• Familiarity with a ticketing management system is beneficial.

• Empathetic approach to addressing client concerns.

• Positive and courteous demeanor.

• Enthusiasm for problem-solving.

• Open to constructive feedback.

• Inquisitiveness about technology and a drive to learn independently.

• Demonstrated professional confidence.

• Service-oriented mindset.

• Ability to learn from experiences.

• Capability to multitask or shift priorities based on context and urgency.

🏝️ Benefits

• Competitive compensation; salary range expected to begin between $60,000–$65,000.

• Health, Dental, Vision, Life, and Disability Insurance coverage.

• Contributions to HSA & 401(k) plans by the employer.

• Maternal and paternal leave policies.

• A very generous paid time off program.

• Sustainable work-life balance and flexibility.

• Annual work anniversary rewards.

• Enjoyable company events, including chili cook-offs, annual photoshoots, monthly happy hours, a cup-in-hand kickball league, and more.

• Opportunities for growth and learning.

• Employee benefits and company innovation initiatives.