IT Support Desk Technician II

Beacon Technologies; Lafayette (CO); Presencial; USD 60 000 - 90 000; Tempo integral

Resumo da oferta

Beacon Technologies, Inc. in Lafayette, CO seeks an IT Support Engineer to join our Managed Services team. You will provide desktop/app support, systems administration, networking, and firewall management, delivering prompt assistance with a strong customer-service mindset.

Responsibilities include monitoring alerts, handling tickets, proactive maintenance, on-call shifts, and documenting procedures. Collaboration with field engineers and ongoing training are key parts of the role.

Qualificações

• 3+ years of IT support, systems administration, or network administration.
• Associate degree in technology-related field or equivalent experience.
• Strong knowledge of Windows OS and basic Windows Server administration.
• Familiarity with antivirus/endpoint security solutions.
• Solid networking fundamentals and firewall awareness.
• Excellent customer service and communication skills.

Responsabilidades

• Monitor alerts and respond to ticketing system requests.
• Provide remote and on-site IT support for desktops, servers, storage, and networking devices.
• Perform server patching, workstation maintenance, and firewall upgrades.
• Collaborate with engineers to resolve issues and implement projects.
• Create and maintain technical documentation and knowledge base articles.
• Participate in on-call rotation roughly every 8–10 weeks.
• Deliver training and knowledge sharing sessions.

Conhecimentos

Customer service

Communication skills

Troubleshooting

Multitasking

Team collaboration

Independent work

Formação académica

Associate degree in technology or related field

Ferramentas

Windows OS

Windows Server

Endpoint security

Networking concepts

Firewall basics

Descrição da oferta de emprego

Position Summary

We are seeking a skilled and customer-focused IT Support Engineer to join our Managed Services team. In this role, you will provide a broad range of IT support services, including desktop and application support, systems administration, networking, and firewall administration. The ideal candidate combines strong technical expertise with exceptional customer service skills and thrives in a fast-paced, team-oriented environment.

Key Responsibilities:

• Monitor and respond to both critical and non-critical automated ticket alerts.
• Manage and resolve support requests through the ticketing system while meeting established service level agreements (SLAs).
• Participate in a support call queue and provide timely assistance for technical issues.
• Review system reports and identify opportunities for improvement and resolution.
• Escalate issues to appropriate internal teams when necessary.
• Perform proactive maintenance, including:
  • Server patching and updates.
  • Workstation maintenance.
  • Network switch, router, and firewall upgrades.
  • Firewall rule management.
• Provide remote support for applications, servers, storage systems, networking equipment, and security devices.
• Monitor and analyze networks, systems, backups, and security infrastructure.
• Collaborate with field engineers and technical teams to complete support and project-related work.
• Assist with project coordination and implementation of internal initiatives.
• Create, maintain, and improve technical documentation, procedures, and knowledge base articles.
• Follow departmental policies, processes, and operational standards.
• Deliver training and knowledge-sharing sessions in both formal and informal settings.
• Maintain accurate documentation related to infrastructure, applications, systems, and support procedures.
• Participate in an on-call rotation for after-hours and weekend support approximately every 8-10 weeks.
• Achieve utilization and performance goals while balancing professional development and training activities.
• Perform additional duties and responsibilities as assigned.

Qualifications:

Required Experience:

• 3+ years of experience in IT support, systems administration, or network administration.
• Associate degree in a technology-related field or an equivalent combination of education and experience.

Technical Skills:

• Advanced knowledge of Microsoft Windows operating systems.
• Basic knowledge of Microsoft Windows Server administration.
• Basic understanding of networking concepts and network printing.
• Experience with antivirus and endpoint security solutions.
• Basic knowledge of Mac OS.
• Basic knowledge of mobile operating systems, including Apple iOS and Android.
• Familiarity with server, storage, network, and firewall technologies.

Professional Skills:

• Strong customer service and communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Ability to prioritize tasks and manage multiple responsibilities effectively.
• Outcome-focused mindset with strong attention to detail.
• Collaborative team player with a professional and respectful demeanor.
• Ability to work independently while contributing to team success.