Client-Facing MSP IT Support Engineer

Jobtailor; Denver (CO); On-site; USD 52,000 - 70,000; Full time

Job summary

Jobtailor is seeking a motivated IT help desk technician in Denver to diagnose, troubleshoot, and resolve technical issues for Managed Services clients. You will manage tickets, document client interactions, and respond within SLA expectations.

The role emphasizes strong customer service, independent learning, and collaboration with service teams. Local travel to client sites and a focus on secure, reliable IT support are required.

Qualifications

• 1+ years of experience in an IT help desk, desktop support, or similar technical support environment.
• Experience troubleshooting and supporting Microsoft 365, Active Directory, and current Windows operating systems
• Fundamental understanding of TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity
• Ability to diagnose, troubleshoot, and resolve common end-user technical issues
• Ability to install, diagnose, troubleshoot, and support peripheral devices
• Strong client-service skills with an empathetic approach to problem solving
• Understanding of standard IT security practices, including virus remediation and phishing-related issues
• Familiarity with backup and disaster recovery concepts
• Experience working for a Managed Service Provider or comparable multi-client support environment
• Experience using an IT ticket management system

Responsibilities

• Diagnose, troubleshoot, and resolve technical issues for Managed Services clients
• Manage support tickets and maintain accurate client documentation
• Respond to client requests within SLA expectations, aiming for 30-minute response times
• Follow up with clients to ensure issues are fully resolved
• Travel to local client locations daily or weekly as needed
• Escalate issues to appropriate consultants when necessary
• Learn and adapt independently to evolving client environments
• Collaborate across service lines to deliver seamless support
• Build trust with end users through responsive, empathetic support
• Maintain high standards of IT security and documentation

Skills

Troubleshooting

Customer service

Empathetic problem solving

Curiosity about technology

Effective communication

Positive demeanor

Receptiveness to feedback

Tools

IT Ticketing System

Microsoft 365

Active Directory

Windows OS

TCP/IP/DNS/DHCP

Job description

Jobtailor is seeking a motivated IT help desk technician in Denver to diagnose, troubleshoot, and resolve technical issues for Managed Services clients. You will manage tickets, document client interactions, and respond within SLA expectations.

The role emphasizes strong customer service, independent learning, and collaboration with service teams. Local travel to client sites and a focus on secure, reliable IT support are required.