Tier 2 Technician

We believe talent deserves a human touch. Your application will be read by an actual person whos excited to discover the real you. Greystone Technologies, a New Charter Technologies Company is 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 hybrid at a client location in Denver, Colorado. Supporting various clients by diagnosing, troubleshooting, and resolving fundamental technical issues Ticket management and client documentation consistent with processes in our Service Delivery Handbook Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe Following up with clients to ensure their technical issues are resolved Reaching a goal of dedicating 6 hours daily or 30 hours weekly to client attributed work Reaching a goal of 75% utilization on a consistent basis Ability to escalate issues to appropriate consultants 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 Doing what it takes to provide an effortless experience to the end users to build trust and credibility within a client group Required Skills, Experience, and Attributes Ability to diagnose, troubleshoot, and resolve fundamental technical issues (e.g., password resets, break/fix, software installation and configuration, printer issues) Ability to troubleshoot and support Microsoft platforms (e.g., M365, Active Directory, Windows OS) Understanding of basic networking principles and their interactions (e.g., TCP/IP, DNS, DHCP, LAN/WAN) Ability to diagnose, troubleshoot, and resolve network issues (e.g., internet connectivity, firewalls, DNS, VPN) Proficiency in installing, diagnosing, and maintaining peripheral devices (e.g., scanners, printers, monitors) Experience in an IT help desk or desktop support environment (1+ years preferred) Ability to work effectively in a directed autonomy environment Empathy in addressing and solving client problems Positivity and professionalism in communication and demeanor Passion for problem-solving and continuous improvement Openness to candid feedback and collaboration Curiosity about technology and motivation for independent learning Preferred Skills, Experience, and Attributes Understanding of standard IT security practices (e.g., virus remediation, firewalls, phishing issues) Knowledge of backup and disaster recovery concepts Proficiency with Apple, macOS, and iOS troubleshooting Experience working with a Managed Service Provider (MSP) or equivalent environment Experience using a ticketing management system Confidence in professional communication and decision-making Commitment to delivering excellent service Ability to learn and adapt from experience Career Path Opportunities The Technical Engineer 1 role offers opportunities for career advancement within the Managed Services team. Depending on performance, technical skills, and soft skills, individuals in this role may progress to positions such as Technical Engineer 2, Technical Engineer 3, and Technical Consultant. 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. Some of the things our team members enjoy, include: Competitive wages | The salary range is expected to start at $55,000. 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. Gas card. Fill up your tank on us while you're out visiting client sites Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer matching Maternal and paternal leave Very generous paid time off program that 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! Were 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. Our Interview Process: We believe the interview process should be open, respectful, and informative for everyone involved. We believe the interview process should be open, respectful, and informative for everyone involved. Our goal is to ensure this is a mutually enriching opportunity for both you and Greystone. Here's what you can expect when you apply: 1. Resume Review A New Charter recruiter will review your resume (and cover letter, if included) to see how your background aligns with the role and team needs. 2. Technical Assessment If your experience matches what were looking for, youll receive a short technical assessment to show your skills in action. It typically takes 1530 minutes to complete. We recommend submitting it as soon as possible to keep things moving. 3. Phone Screen Next, youll chat with one of our New Charter recruiters about the role, your goals, and what youre looking for in your next opportunity. Well also share more about the role and our culture to see if theres a strong connection. This conversation typically lasts 15-30 minutes. 4. Technical Interview Youll meet with two of our leaders to discuss the role in more detail, explore your technical experience, and walk through your approach to problem-solving. This conversation typically lasts 6090 minutes. 5. Culture Interview Youll meet with a team member and someone from our People team to dive deeper into values, collaboration, and culture. Cultural alignment is just as important to us as skills. This conversation typically lasts 4560 minutes. 6. Additional Interview For certain roles, you may meet additional team members or clients before a final decision is made. This conversation typically lasts 4560 minutes. 7. Decision After all interviews, our team reviews everything together to ensure alignment across experience, skills, and culture. If its a match, well reach out with an offer. We know interviewing takes time and energy, and we truly appreciate the effort you invest in getting to know us. In return, we promise to keep you informed every step of the way. No ghosting, ever. How to Apply for Internal Role: Interested in another role at Greystone? Please review the following guidelines to successfully apply for an internal role. Before applying, kindly inform your leader of your intention to pursue the role. Craft and upload a concise cover letter, articulating your interest in the role at Greystone and highlighting what youve accomplished in your current position at Greystone. Add some of your flare into the cover letter! Skip the resume this time; we've got it covered. Once you hit submit, our People team will reach out. We're thrilled about the potential growth opportunity for you! Afraid youre missing a technological requirement? Apply anyhow. Were probably okay with teaching you some stuff if youre 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. 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. Weve redesigned the way technology services are provided from the ground up. We dont 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 dont need to problems they dont 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. Its as common sense as it is revolutionary. Please note: Every application submitted through Workday is reviewed by a real person not an AI. We value your time and take each submission seriously. At Greystone Technology, a New Charter Technologies Company, we believe that technology needs to be comprehensible. Simple. Human. It's not just the servers, the applications, the processes, and websites, that make business technology work. It's all of us, working together. It's understanding your business and your people first, then finding technology solutions that work for them. We've been providing outsourced IT, tech support, and website and application development services with a people-first approach for companies across Colorado for over 20 years. Greystone Technology, a New Charter Technologies company, is looking for creative, self-accountable IT professionals to engage in our fast-paced, people-driven service model. Weve redesigned the way technology services are provided from the ground up. We dont 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 dont need to problems they dont 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. Its as common sense as it is revolutionary. We are proud to be recognized as one of the top workplaces in Denver. In fact, its Greystone Technology team members themselves who say our company is a great place to work. Weve created an inviting workspace that fosters a culture of collaboration, inclusion, innovation, and excitement. Learn more about a culture here: This is what we're all about.