Support Engineer

SkyTide Group; Arrowhead Village (CO); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Helpdesk Technician L1 to provide essential IT support for customer technology solutions. In this dynamic role, you will handle first-level service requests, assist with Microsoft applications, and support network connectivity. The position emphasizes customer satisfaction and requires strong organizational skills. Join a forward-thinking company that values dependability, teamwork, and continuous improvement, and help drive client success with tailored IT services. This is a fantastic opportunity for someone looking to grow their career in IT support.

Qualifications

• Advanced understanding of operating systems and office applications.
• Strong organizational and customer service skills.
• Ability to work in a fast-moving environment.

Responsibilities

• Provide Level 1 IT support for customer technology solutions.
• Maintain communication with customers regarding incident progress.
• Document internal processes and procedures related to duties.

Skills

IT Helpdesk Support

Operating Systems Knowledge

Customer Service Skills

Technical Diagnosis Skills

Multi-tasking Ability

Education

2 years of IT Helpdesk Experience

Tools

PSA Tool

Microsoft Office Applications

Remote Desktop Services

Job description

Job Description

Job Description

Your Impact:

The Helpdesk Technician L1 is responsible for handling first level support service requests in a professional and timely manner. This relates to support of all basic technology to include workstations, servers, printers, networks, and vendor specific hardware and software.

Core Functions:

• Level 1 IT support relating to issues with customer technology solutions and infrastructure.
• Support services relating to technical issues involving Microsoft's core business applications, as well as customer line of business applications.
• Support services for Microsoft client operating systems.
• End user administration and assistance.
• Basic support for Microsoft Server related technologies: Entra, Windows Server, etc.
• Basic technical services and support at the network level: WAN and LAN connectivity, routers, and firewalls.
• Basic support of disaster recovery solutions.
• Remote access solution support: VPN, Remote Desktop Services, etc.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Perform field technician work and project deployment (during and after business hours) on an as-needed basis.

Additional Duties and Responsibilities:

• Fast turnaround of service tickets.
• Improve customer service, perception, and satisfaction.
• Escalate service issues that cannot be completed within agreed service levels.
• Work through a daily schedule in PSA tool that has been established through the dispatch process.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in the PSA tool as they occur.
• Understand processes in the PSA tool by completing assigned training materials.
• Enter work as charge codes, activities, or service tickets in the PSA tool.
• Attend staff meetings as required.

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.

• Advanced understanding of operating systems, office applications, and printing systems.
• Diagnosis skills of technical issues.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
• 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.
• Strong organizational and customer service skills.
• Skill in preparing written communications and materials.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Typing skills to ensure quick and accurate data entry.
• Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

• 2 years of IT Helpdesk Experience

Company Description

SkyTide Group empowers growth-focused businesses with unparalleled IT services. Serving the local markets of Edwards, Colorado, Denver, Colorado and Green Bay, Wisconsin, as well as businesses across the United States, we deliver tailored solutions that drive client success.

Our values define, drive, and focus us. We are committed to these 4 principles.
•\tDependable – following through on commitments
•\tTeam Player – having each other’s back
•\tHelpful – solving people’s problems and making them happy.
•\tContinuous Improvement - finding a way to do everything better

Company Description

SkyTide Group empowers growth-focused businesses with unparalleled IT services. Serving the local markets of Edwards, Colorado, Denver, Colorado and Green Bay, Wisconsin, as well as businesses across the United States, we deliver tailored solutions that drive client success.

Our values define, drive, and focus us. We are committed to these 4 principles.
•\tDependable – following through on commitments
•\tTeam Player – having each other’s back
•\tHelpful – solving people’s problems and making them happy.
•\tContinuous Improvement - finding a way to do everything better