L2 Help Desk Support Engineer

1 month ago

Denver, United States New Charter Technologies Full time

Greystone Technology is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Average IT people tend to be great at solving technical issues, but poor at understanding the true problems that need to be solved.

We’ve redesigned the way technology services are provided – from the ground up. We don’t start with solutions; we start with questions. Lots of them. Then we listen. Service providers have a well-earned reputation for sharing the answer before knowing the problem, resulting in businesses getting solutions they don’t need to problems they don’t have.

If you think differently, solve creatively, and love to connect with people, we want you to join our mission of digging deep and proving how meaningful IT services can be. It’s as common sense as it is revolutionary.

We are looking for a Technical Engineer (in other companies this person could hold the title of Jr. Systems Administrator, higher-level Help Desk/Desk Side Support, Field Engineer, Tier 2 Technician) to join our Managed Services team. The Technical Engineer is responsible for working with a consulting team to handle most of the day-to-day technical user requests and tickets for an assigned client base This role will be based out of our Denver, CO office.

  • Supporting various end-users by troubleshooting and resolving computer, application, system, device, access issues
  • Ability to escalate issues to appropriate consultants
  • Ticket management and documentation consistent with processes in the Service Delivery Handbook
  • Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe
  • Reaching a goal of 6 billable hours daily or 30 billable hours weekly
  • Learning independently about our clients’ ever-changing systems
  • Traveling to local client locations on a daily or weekly basis, depending on clients’ needs
  • Collaborate with other service line and departments to ensure an effortless experience for our clients
Required Skills, Experience, and Attributes
  • Demonstrated experience troubleshooting and resolving standard hardware issues, as well as running diagnostics
  • Proficient in installing, diagnosing, and upkeep of peripheral devices such as scanners, printers, monitors, etc.
  • 1+ years’ experience in an IT help desk or desktop support environment
  • Demonstrated experience troubleshooting and supporting Microsoft platforms (e.g. M365, Active Directory, all current flavors of Windows)
  • Knowledge of basic networking principles, what they mean, and how they interact (TCPIP, DNS, DHCP, LAN/WAN)
  • Proficient in troubleshooting and diagnosing networking issues
  • An empathetic approach to solving client problems
  • The desire to work as part of a team
  • Critical thinking aptitude and troubleshooting experience
  • Curiosity about technology and the ability and motivation to learn independently
Preferred Skills, Experience, and Attributes
  • An understanding of standard IT Security practices (virus remediation, firewalls, phishing, etc.)
  • Ability to learn diverse systems, software, and applications within a business environment
  • Understanding backup and disaster recovery concepts
  • Experience working with a Managed Service Provider or equivalent experience is a plus
  • Experience working in a ticketing management system is a plus
  • Basic Apple, Mac OS, and iOS troubleshooting experience a plus
  • An empathetic approach to solving client problems
  • An awareness of how technology impacts business
  • Professional confidence, and a passion for solving problems
  • A positive, courteous demeanor
  • An aptitude towards service
  • Openness to feedback
  • Ability to learn from experience
  • A focus on finding appropriate long-term solutions to technical issues
  • The ability to own technical problems and see them through to resolution
Physical Requirements

Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Occasional crawling, kneeling, and squatting. Repetitive use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Frequent travel (car). Occasional exposure to outdoor environmental conditions as a result of travel.

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.

Some of the things our team members enjoy:
  • Competitive wages | The salary range is expected to start at $50,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
  • Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site.
  • Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching
  • Maternal and paternal leave
  • A very generous paid time off program 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 photoshoots, monthly team events, cup in hand kickball league, and more


We’re looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today

How to Apply:

We get a lot of job applications and unfortunately, most of them get nothing more than a quick once-over. Please include the usual - a resume and a cover letter, and anything else that will show us that you are interested in and qualified for this specific position. Tell us stories. Show us as much as you can about who you are. Make us panic about the fact that we haven't already hired you. Learn to use Facebook privacy settings or better yet just un-tag yourself in that one picture (you know which one) and then become a fan of our page. Tell us your salary requirements and what kind of cookies we should bake for you on your birthday.

Afraid you’re missing a technological requirement? Apply anyhow. We’re probably okay with teaching you some stuff if you’re as obsessive about customer service as we are.

Greystone Technology 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.

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