IT Support Engineer

New-Charter-Technologies-1; Boulder (CO); On-site; USD 62,000 - 67,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life & Disability insurance

HSA & 401(k) employer contributions

Generous PTO

Job summary

New Charter is seeking a Technical Engineer to provide on-site and remote IT support in Boulder, CO. You will handle Microsoft 365, Active Directory, Windows, networking, VPNs, and endpoint tech, with a goal of clear client communication and reliable ticket closure.

Responsibilities include diagnosing issues, documenting steps, meeting SLA times, and traveling to client locations as needed. Prioritize empathetic, proactive service while learning and growing with the team.

Qualifications

• 1+ years in IT help desk or desktop support.
• Experience troubleshooting Microsoft technologies and Windows OS.
• Fundamental networking knowledge: TCP/IP, DNS, DHCP, VPNs.

Responsibilities

• Diagnose, troubleshoot, and resolve issues for Managed Services clients.
• Manage support tickets and document client interactions per processes.
• Respond to SLA targets with timely and empathetic communication.
• Escalate complex issues to senior consultants as needed.
• Travel to local client sites for on-site support as required.

Skills

Customer service

Empathy

Curiosity

Autonomy

Tools

Microsoft 365

Active Directory

Windows OS

VPNs

Printers/Peripherals

Job description

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 ResponsibilitiesThe 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 clientsManage support tickets and maintain accurate client documentation in accordance with established service delivery processesRespond to client requests within established Service Level Agreement (SLA) expectations, including a target response time of 30 minutesFollow up with clients to confirm technical issues have been fully resolvedWork toward a goal of six hours per day or 30 hours per week of client-attributed work and consistent 75% utilizationEscalate technical issues to the appropriate consultants when additional expertise is requiredIndependently learn and adapt to clients’ evolving systems and technology environmentsTravel to local client locations on a daily or weekly basis depending on client needsCollaborate across service lines and departments to provide clients with a seamless support experienceBuild trust and credibility with end users through responsive, empathetic, and effective technical supportRequired Skills, Experience, and Attributes1+ years of experience in an IT help desk, desktop support, or similar technical support environmentExperience troubleshooting and supporting Microsoft technologiese.g. Microsoft 365, Active Directory, and current Windows operating systemsFundamental understanding of networking technologies and conceptse.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivityAbility to diagnose, troubleshoot, and resolve common end-user technical issuese.g. password resets, break/fix issues, and software installation and configurationAbility to install, diagnose, troubleshoot, and support peripheral devicese.g. printers, scanners, monitors, and other peripheralsStrong client-service skills with an empathetic approach to problem solvingA positive and professional demeanorCuriosity about technology and motivation to learn independentlyAbility to work effectively with directed autonomyPreferred Skills, Experience, and AttributesUnderstanding of standard IT security practicese.g. virus remediation, firewalls, and phishing-related issuesFamiliarity with backup and disaster recovery conceptsKnowledge of Apple technologies, including Mac OS and iOS troubleshootingExperience working for a Managed Service Provider (MSP) or in a comparable multi-client support environmentExperience using an IT ticket management systemStrong service orientation and professional confidenceReceptiveness to feedback and an ability to learn from experienceSome 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 including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributionsMaternal and paternal leaveVery generous paid time off program that is unique to the IT industrySustainable work-life balance and flexibilityYearly work anniversary rewardsFun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!Who We are:At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.At New Charter, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter .New Charter i s committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.