IT Support Engineer

Jobtailor

Denver (CO)

On-site

USD 52,000 - 70,000

Full time

6 days ago

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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

Diagnose, troubleshoot, and resolve technical issues for Managed Services clients
Manage support tickets and maintain accurate client documentation according to service delivery processes
Respond to client requests within SLA expectations, including a target response time of 30 minutes
Follow up with clients to confirm technical issues are fully resolved
Work toward six hours per day or 30 hours per week of client-attributed work and consistent 75% utilization
Escalate technical issues to appropriate consultants when additional expertise is required
Learn and adapt independently to clients’ evolving systems and technology environments
Travel to local client locations daily or weekly depending on client needs
Collaborate across service lines and departments to provide seamless support
Build trust and credibility with end users through responsive, empathetic, and effective technical support

Requirements

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, including password resets, break/fix issues, and software installation and configuration
Ability to install, diagnose, troubleshoot, and support peripheral devices such as printers, scanners, and monitors
Strong client-service skills with an empathetic approach to problem solving
Positive and professional demeanor
Curiosity about technology and motivation to learn independently
Ability to work effectively with directed autonomy
Understanding of standard IT security practices, including 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 or comparable multi-client support environment
Experience using an IT ticket management system
Strong service orientation and professional confidence
Receptiveness to feedback and ability to learn from experience

Core Competencies

Demonstrates expertise in diagnosing and resolving technical issues in a Managed Services environment, with a strong focus on client service and effective communication. Proficient in supporting Microsoft 365, Active Directory, and various operating systems while maintaining high standards of IT security and documentation.

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