Managed Services Help Desk Technician

Greystone Technology Group; Denver, Northern (CO, KY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health, Dental, Vision

Life & Disability Insurance

HSA & 401(k) employer contributions

Parental leave

Generous PTO

Flexible work-life balance

Job summary

Greystone Technology is seeking a Technical Engineer 1 to provide responsive front-line IT support for Managed Services clients. This remote role is open to candidates located within the United States, with a focus on diagnosing and resolving basic issues and maintaining clear client communication.

The ideal candidate has 1–3 years in IT help desk or desktop support, proficiency with Microsoft platforms, and a proactive, empathetic approach to customer service.

Qualifications

• 1–3 years of IT help desk or desktop support experience.
• Ability to diagnose, troubleshoot, and resolve basic technical issues (password resets, break/fix, software installation).
• Familiarity with Microsoft platforms (M365, AD) and basic networking concepts.

Responsibilities

• Resolve front-line technical issues for Managed Services clients.
• Follow documented ticket protocols and SLAs; answer calls and route tickets appropriately.
• Translate complex issues into plain language for clients; maintain documentation.

Skills

Troubleshooting

Microsoft 365

Active Directory

Networking basics

Printer & peripherals

Ticketing systems

Customer empathy

Multitasking

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, a New Charter Company, we are seeking a Technical Engineer 1 (in other companies this person could hold the title of IT Support Specialist, Help Desk Technician, Desktop Support Technician) to provide responsive front-line technical support and resolve day-to-day technology issues for our Managed Services clients. This is a remote position open to candidates located within the United States.

Core Responsibilities

• The objective of Front Edge Support is to resolve quick and basic technical user requests for our Managed Services clients.
• Support various clients by following the documented protocol for processing tickets, including answering calls, limiting time spent on tickets, and routing appropriately and within SLA
• Resolve 50% or more support tickets worked and route misplaced Back Office tickets to the appropriate resources
• Manage tickets and documentation consistent with processes in the Service Delivery Handbook
• Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills; return voicemails, as appropriate
• Research technical issues with internal documentation system and other informational areas to resolve issues within time constraints
• Translate complex technical issues into common language for clients
• Maintain a calm and confident demeanor, even during times of stress (high ticket/call volumes)
• Manage aspects of centralized tools including deployment, reporting and remediation
• Identify operational issues as appropriate and collaborate to create tactical and strategic solutions
• Collaborate with other teams to ensure an effortless experience for our clients

Required Skills, Experience, and Attributes

• Ability to diagnose, troubleshoot, and resolve fundamental technical issues e.g. password resets, break/fix, software installation and configuration, and printer issues
• Ability to troubleshoot and support Microsoft platforms e.g. M365, Active Directory, all current flavors of Windows
• Fundamental understanding of basic networking principles, what they mean, and how they interact e.g. TCPIP, DNS, DHCP, LAN/WAN
• Ability to diagnose, troubleshoot, and resolve fundamental network issues e.g. internet connectivity, firewalls, DNS, and VPN issues
• Proficient in installing, diagnosing, and upkeep of peripheral devices e.g. scanners, printers, and monitors issues
• 1-3 years' experience in an IT help desk or desktop support environment
• An empathetic approach to solving client problems
• A positive, courteous demeanor
• A passion for solving problems
• Receptive to candid feedback
• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Understanding of standard IT Security practices e.g. virus remediation, firewalls, and phishing issues
• Understanding backup and disaster recovery concepts
• Fundamental knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus
• Experience working with a Managed Service Provider or equivalent experience is a plus
• Experience working in a ticketing management system is a plus
• Professional confidence
• An aptitude towards service
• Ability to learn from experience
• Ability to multitask or switch tasks based on context, urgency and priority

Benefits & Perks

• 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!

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.

Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Greystone Technology, a New Charter Company, is proud to be an equal opportunity employer.

We are proud to be recognized as one of the top workplaces in Denver. In fact, it’s Greystone Technology team members themselves who say our company is a great place to work. We’ve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement.

Learn more about a culture here: This is what we're all about.