Managed Services

4 weeks ago

Centennial, United States MICROSEL OF COLORADO LLC Full time

Managed Services (MSP) Support Technician

TrinWare is a Colorado native company with over 16 years in computer services. We are a full-service technology company that thinks and acts as a business partner to our clients, not just a vendor. We are looking for creative and talented engineers to build the Next Generation IT Managed Services provider.

TrinWare provides technical support and services for a variety of clients in the Denver Metro Area and beyond. This is a full-time position reporting to our Director of Technology and operating out of our headquarters in Centennial, Colorado. Service desk hours are between 8:00AM and 6:00PM, with variable start times, Monday through Friday with occasional off-hours work. This position will occasionally require travel to client locations, primarily within the Denver metro area.

Essential Qualifications

  • REQUIRED: 1+ years’ client-facing IT service desk experience preferably in a managed services or multi-tenant support company
  • Experience providing IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Experience performing basic troubleshooting and administration of servers, networks (WAN and LAN), routers, firewalls, and cybersecurity best practices
  • Advanced technical understanding of operating systems, business applications, printing systems, and network systems.
  • Experience managing and servicing clients through RMM and PSA tools
  • Strong customer service focus and ability to bring hospitality to each support ticket
  • Strong time management skills and the ability to stay organized during high volume
  • Professional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
  • Current IT professional certifications from Microsoft, VMware, Cisco, CompTIA, or other preferred vendors desired
Duties and Responsibilities

People Leadership
  • Serve as a resource for fellow IT service desk support specialists.
IT Service Delivery
  • Work daily in ConnectWise for scheduling, dispatching, and completing service tickets
  • Understand ConnectWise by completing assigned computer-based training, job shadowing, and on-the-job training
  • Provide remote and onsite support
  • Administration and maintenance of the RMM and other software system alerts, and respond accordingly through service tickets
  • Provide great documentation of work performed in our PSA tools (eg. ConnectWise)
  • Escalate service or project issues that cannot be completed within Service Level Agreement timeframes
  • Fully understand TrinWare’s service agreements to provide appropriate IT services
  • Actively demonstrate and cultivate TrinWare’s Core Values in both internal and external situations
  • Participate in an on-call rotation
Financial Responsibility
  • Fully document work time in systems of record, primarily ConnectWise
  • Properly account for all physical assets and software deployed to clients
Organizational Leadership
  • Continue learning and professional development by taking advantage of TrinWare’s reimbursement for professional IT certifications
Pay and Benefits

The salary range for this position is $19.23 to $36.06 per hour ($40,000 to $75,000 annually), commensurate with experience. TrinWare’s available benefits include:
  • Medical
  • Vision
  • Dental
  • Life
  • Short/Long term disability
  • 401K with matching
  • Paid holidays
  • Paid vacation
  • Paid sick leave
  • Employee discount programs
  • Employee referral program
  • Employee Assistance programs

TrinWare’s Core Values

TrinWare’s culture is a coming-together of high professional standards and a tight-knit team atmosphere. These Core Values are the driving force behind the who, what and why of our mission. We believe that these values will serve as a compass to lead us to our goal: being recognized as one of technology’s great service providers.

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