IT Support Engineer

Greystone Technology Group; Boulder (CO); On-site; USD 62,000 - 67,000; Full time

Benefits offered by this job

Health benefits

Dental insurance

Vision insurance

Life Insurance

Disability Insurance

HSA & 401(k)

Job summary

Greystone Technology Group in Boulder, Colorado is seeking a Technical Engineer to provide dedicated technical support for a multi-client environment. The role focuses on resolving day-to-day IT issues across Microsoft 365, Active Directory, Windows, networking, VPNs, firewalls, and endpoint technologies.

This role manages tickets and client documentation while delivering a responsive, empathetic support experience.

Qualifications

• 1+ years of IT help desk or desktop support experience.
• Experience with Microsoft 365, AD, and Windows OS.
• Fundamental networking knowledge: TCP/IP, DNS, DHCP.
• Ability to troubleshoot and resolve common end-user issues.
• Strong client-service skills and a proactive attitude.

Responsibilities

• Diagnose, troubleshoot, and resolve end-user IT issues.
• Manage support tickets and maintain client documentation.
• Respond to SLA targets with timely communication.
• Escalate issues to senior engineers when needed.
• Learn and adapt to evolving client environments.

Skills

Microsoft 365

Active Directory

Windows troubleshooting

Networking basics

Customer service

Technical empathy

Tools

IT ticketing system

VPN technologies

Firewall basics

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.Greystone Technology, a New Charter Company, is a people-driven IT organization looking for creative, self-accountable professionals.We’re looking for curious, driven people who want to do meaningful, challenging, and rewarding work. If you’re ready to learn, grow, solve problems, and bring your full self to the table, we’d love to meet you.We don’t just solve technical issues. We focus on understanding the real problem first. That means asking questions, listening, and taking a thoughtful, consultative approach instead of jumping straight to solutions.If you think differently, solve problems creatively, and enjoy working with people, you’ll find success in here.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!We’re looking for smart, highly skilled, passionate people to help us do something disruptive, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!How to ApplyWe review a high volume of applications, so help us understand what makes you a great add to our team. Please include a resume, a cover letter, and anything else that shows your interest in this specific role.Tell us your story. Show us who you are. Bonus points if you include your salary expectations and what kind of cookies we should bake for your birthday.Interview ProcessWe aim to keep our interview process transparent, respectful, and informative giving you a clear view of the role and our company while assessing how your skills and values match what we’re looking for. Here’s what to expect if your background aligns with the position:Resume reviewShort technical assessment (15 to 30 minutes)Conversation with a recruiter about your goals and the role (15 to 30 minutes)Technical discussion with team members on your experience, approach, and skill set (45 to 60 minutes)Culture discussion with team members focused on collaboration, working style, and culture alignment (30 to 45 minutes)One final conversation if needed for select roles, which may include a team or client site visit (30 to 45 minutes)Final decisionWe’ll keep you informed every step of the way. No ghosting.Internal ApplicantsInterested in another role at Greystone Technology? Review the guidelines and let your leader know before applying. Submit a brief cover letter outlining your interest, your accomplishments in your current role, and how you’d find success in your first 90 days to a year, no resume needed. Once you apply, our People team will be in touch. We’re excited about your growth here!Not Sure You Check Every Box?Apply anyway. If you’re strong in customer service and eager to learn, we’re open to teaching the technical pieces.Greystone Technology, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.