IT Support Specialist

Beyond IT Support; Aurora (CO); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Company car

Employee discounts

Health insurance

Paid time off

Job summary

Beyond IT Support in Aurora, Colorado is looking for an IT Support Specialist to assist with technical issues related to Microsoft applications and operating systems. This role offers both onsite and Help Desk support, involving client site visits. Successful candidates will need strong diagnostic and interpersonal skills, a reliable mode of transportation for travel, and familiarity with tools like ConnectWise.

We provide competitive benefits like health insurance, 401(k) matching, and a company car. Join us to enhance customer satisfaction and service efficiency.

Qualifications

• Ability to perform multiple tasks and adapt to changes quickly.
• Strong communication and active listening skills.
• Travel to client locations as needed.

Responsibilities

• Provide IT support for Microsoft applications and operating systems.
• Monitor and respond to service tickets for proactive maintenance.
• Prepare documentation in ConnectWise and maintain system alerts.

Skills

Advanced understanding of operating systems

Interpersonal skills

Diagnostic skills for technical issues

Ability to multi-task

Service awareness of the organization’s key services

Tools

ConnectWise

LabTech

Webroot

Datto

Job description

Benefits

• 401(k)
• 401(k) matching
• Company car
• Employee discounts
• Health insurance
• Paid time off

Job Description

Basic Functions

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Onsite and Help Desk user support; this position involves some local travel to client locations.
• Technical support at the server level: Active Directory, DNS, DHCP, and IIS.
• Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Set‑up new computer equipment based on a standard configuration.
• Support of disaster recovery solutions.
• Monitor the remote monitoring and management system alerts and notifications to provide proactive system maintenance—respond accordingly through service tickets.
• System documentation maintenance and review in ConnectWise & IT Glue.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to multi‑task.
• Ability to work in a team and communicate effectively.
• Work to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support, following ticket to resolution.
• Responsible for entering all time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.
• Understand processes in ConnectWise by completing assigned training materials on the ConnectWise University.

Knowledge, Skills, and/or Abilities Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills such as telephony skills, communication skills, active listening, and customer‑care.
• Diagnostic skills for technical issues.
• Ability to multi‑task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self‑motivated with the ability to work in a fast‑moving environment.
• Clear working knowledge of ConnectWise, LabTech, Webroot, and Datto are a plus.
• Travel to client’s locations as needed (must have reliable transportation).