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.

• 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

• Serve as a resource for fellow IT service desk support specialists.

• 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

• Fully document work time in systems of record, primarily ConnectWise
• Properly account for all physical assets and software deployed to clients

• Continue learning and professional development by taking advantage of TrinWare’s reimbursement for professional IT certifications

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 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.