Technical Support Specialist - II

Job Title: Technical Support Specialist II

Reports To: Director of Strategic Operations

Location: Remote (Denver Metro Required)

Employment Type: Full-time, Hourly

Company Overview:

This company is a Managed Service Provider providing comprehensive technology services to small businesses. They specialize in meeting the needs of businesses with 30 or fewer computer users, with a sweet spot of about 5-10 computer users, offering a unique skill set that ensures cost-effective, high-quality service.

They focus on strategic technology selection, implementation, and support across key areas, including computer and network stability, cybersecurity, data backup, cloud services, and remote access. With decades of experience, especially in navigating the evolving cloud landscape, They bring clarity and confidence to our clients.

Position Overview:

This position provides responsive, friendly, and effective technical support to our small business and residential clients. Working as part of a small, collaborative team, this role handles day-to-day service tickets, proactive maintenance, and centralized service tasks like monitoring, patching, and backup verification. While primarily remote, the position occasionally requires on-site visits in the Denver Metro area for equipment setup, delivery, or other client support needs.

Key Responsibilities:

• Respond to and resolve support tickets related to computers (PC & Mac), cloud-based networking, accounts, and applications.
• Deliver excellent customer service through clear communication and timely follow-up.
• Escalate complex issues appropriately internally and externally while maintaining ownership of client communication.
• Perform proactive maintenance tasks including patch management, system updates, and antivirus checks.
• Monitor and respond to alerts from RMM and other centralized service tools.
• Document work and time clearly and completely in the ticketing system.
• Assist with new device setup, user onboarding, and peripheral installation (remote or on-site).
• Participate in occasional on-site client visits for deployments, troubleshooting, or network reviews.
• Participate in internal initiatives and client professional services projects, including system upgrades, device deployments, and service improvements.
• Support proactive IT work by implementing standards, preventative maintenance, and technology enhancements alongside reactive support.
• Monitor ticket volume and proactively shift focus to preventative maintenance, documentation, or project work as capacity allows.
• Maintain productivity by identifying and completing value-added work without the need for constant direction.
• Work effectively both autonomously and while collaborating with the team and external service providers.
• Contribute to knowledge base articles and internal documentation to improve efficiency.
• Support internal improvement initiatives, tool optimization, and standardization efforts.
• Access, use, and protect confidential information responsibly and in compliance with security and privacy standards.

Required Qualifications:

• Bachelor’s degree with a minimum of 2 years of relevant work experience, or an equivalent combination of education, training, and relevant work experience
• Experience with client-facing roles – particularly in service or support environments
• Demonstrated experience supporting and troubleshooting Windows 11 in client environments
• Ability to work both collaboratively and independently
• Strong attention to detail, time management, and follow-through
• Ability to maintain a secure, professional home office environment suitable for remote work, including reliable internet access and the ability to protect confidential information
• Ability to perform on-site technical setup work, including lifting and moving computers, monitors, and related equipment, and accessing equipment under desks or in confined spaces
• Valid driver’s license and reliable transportation for client site visits
• Proficiency in spoken and written English sufficient to communicate with clients, document work, and collaborate internally
• Applicants must be legally authorized to work in the United States at the time of hire. We are unable to sponsor visas for this position.

Preferred Qualifications:

• 2-4 years of IT support experience, including troubleshooting and direct client interactions (MSP experience a plus)
• Familiarity with CRM and ticketing systems
• Working knowledge of modern AI tools and their practical application in internal and client environments
• Experience with the following tools/devices:

- Kaseya / Datto Products and Services

- PSA Systems (Autotask PSA a plus)

- Documentation Systems (IT Glue a plus)

- Security and Backup Systems (Datto AV & EDR and RocketCyber MDR a plus)

- Microsoft Entra ID

- Microsoft Intune

- Microsoft 365

- Google Workspace

- Apple macOS

- Apple and Android Phones

- Windows PowerShell

• Project management or operational efficiency experience in an IT or MSP environment
• Experience with administrative tasks associated with Microsoft 365 and/or Google Workspace

Compensation:

$23–$25 per hour, commensurate with skills and experience

Equal Opportunity:

This company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law. We provide reasonable accommodations in accordance with applicable law.

#INDY

Pay: $23.00 - $25.00 per hour

Benefits:

• Health insurance

Experience:

• IT Support: 2 years (Preferred)

Work Location: Hybrid remote in Broomfield, CO 80020

Salary : $23 - $25