IT Support Engineer

Greystone Technology; Colorado Springs (CO); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

HSA employer contributions

401(k) employer contributions

Maternal and parental leave

Generous paid time off

Company events

Job summary

Greystone Technology in Colorado Springs seeks a Technical Engineer to support Managed Services clients with Microsoft 365, Active Directory, Windows, networking, and security-focused tasks. You’ll diagnose issues, manage tickets, document work, and meet SLA targets while traveling to local client sites as needed.

Ideal candidates have 1+ year in IT support, strong customer-service skills, and a curious, self-driven mindset. This hybrid Denver-area role offers growth and collaborative teamwork.

Qualifications

• 1+ years in IT help desk, desktop support, or similar technical support environment.
• Experience troubleshooting and supporting Microsoft technologies (Microsoft 365, Active Directory, Windows).
• Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, LAN/WAN, VPNs).
• Ability to diagnose, troubleshoot, and resolve end-user issues (password resets, break/fix, software install).
• Ability to install, diagnose, troubleshoot, and support peripheral devices (printers, monitors, etc.).
• Strong client-service skills with an empathetic approach and professional demeanor.

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 with a target 30-minute response time.
• Follow up with clients to ensure issues are fully resolved.
• Aim for about six hours per day or 30 hours per week of client-attributed work and 75% utilization.
• Escalate issues to appropriate consultants when needed.
• Learn and adapt to evolving client systems and environments.
• Travel to local client locations as required.
• Collaborate across service lines to provide a seamless support experience.
• Build trust with end users through responsive, empathetic support.

Skills

Microsoft 365

Active Directory

Windows OS

Networking

VPNs

Troubleshooting

Peripheral support

Customer service

Autonomy

Tools

IT ticketing system

MSP environment

Backup/DR concepts

Mac OS / iOS troubleshooting

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 responsive technical support and resolve day-to-day IT issues for our Managed Services clients.

This role is ideally hybrid out of our Denver, CO office; however, candidates located elsewhere in Colorado will also be considered. Regular travel to local client locations may be required based on client needs.

Core Responsibilities

The Technical Engineer is responsible for partnering with clients and Greystone Technology’s consulting and service teams to troubleshoot user issues across Microsoft 365, Activedirectory, 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 clients
• Manage support tickets and maintain accurate client documentation in accordance with established service delivery processes
• Respond to client requests within established Service Level Agreement (SLA) expectations, including a target response time of 30 minutes
• Follow up with clients to confirm technical issues have been fully resolved
• Work toward a goal of six hours per day or 30 hours per week of client-attributed work and consistent 75% utilization
• Escalate technical issues to the appropriate consultants when additional expertise is required
• Independently learn and adapt to clients’ evolving systems and technology environments
• Travel to local client locations on a daily or weekly basis depending on client needs
• Collaborate across service lines and departments to provide clients with a seamless support experience
• Build trust and credibility with end users through responsive, empathetic, and effective technical support

Required Skills, Experience, and Attributes

• 1+ years of experience in an IT help desk, desktop support, or similar technical support environment
• Experience troubleshooting and supporting Microsoft technologies
• e.g. Microsoft 365, Active Directory, and current Windows operating systems
• Fundamental understanding of networking technologies and concepts
• e.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity
• Ability to diagnose, troubleshoot, and resolve common end-user technical issues
• e.g. password resets, break/fix issues, and software installation and configuration
• Ability to install, diagnose, troubleshoot, and support peripheral devices
• e.g. printers, scanners, monitors, and other peripherals
• Strong client-service skills with an empathetic approach to problem solving
• A positive and professional demeanor
• Curiosity about technology and motivation to learn independently
• Ability to work effectively with directed autonomy

Preferred Skills, Experience, and Attributes

• Understanding of standard IT security practices
• e.g. virus remediation, firewalls, and phishing-related issues
• Familiarity with backup and disaster recovery concepts
• Knowledge of Apple technologies, including Mac OS and iOS troubleshooting
• Experience working for a Managed Service Provider (MSP) or in a comparable multi-client support environment
• Experience using an IT ticket management system
• Strong service orientation and professional confidence
• Receptiveness to feedback and an ability to learn from experience

Some of the things our team members enjoy, include:

• Competitive wages | The salary range is expected to start between $60,000-$65,000. 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 contributions
• Maternal and paternal leave
• Very generous paid time off program that is unique to the IT industry
• Sustainable work-life balance and flexibility
• Yearly work anniversary rewards
• Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!

Interview Process

We 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 review
• Short 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 decision

We’ll keep you informed every step of the way. No ghosting.

Internal Applicants

Interested 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!

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.