IT Support Engineer

The Technical Engineer is responsible for partnering with clients and Greystone Technology’s consulting and service teams to troubleshoot user issues across Microsoft 365, Active Directory, Windows, networking, VPNs, firewalls, and endpoint technologies. This role manages support tickets and client documentation while delivering a responsive, empathetic, and effective support experience. Responsibilities include:

• Diagnose, troubleshoot, and resolve technical issues for Managed Services clients
• Manage support tickets and maintain accurate client documentation in accordance with established service delivery processes
• Respond to client requests within established Service Level Agreement (SLA) expectations, including a target response time of 30 minutes
• Follow up with clients to confirm technical issues have been fully resolved
• Work toward a goal of six hours per day or 30 hours per week of client-attributed work and consistent 75% utilization
• Escalate technical issues to the appropriate consultants when additional expertise is required
• Independently learn and adapt to clients’ evolving systems and technology environments
• Travel to local client locations on a daily or weekly basis depending on client needs
• Collaborate across service lines and departments to provide clients with a seamless support experience
• Build trust and credibility with end users through responsive, empathetic, and effective technical support

• 1+ years of experience in an IT help desk, desktop support, or similar technical support environment
• Experience troubleshooting and supporting Microsoft technologies
• e.g. Microsoft 365, Active Directory, and current Windows operating systems
• Fundamental understanding of networking technologies and concepts
• e.g. TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and internet connectivity
• Ability to diagnose, troubleshoot, and resolve common end-user technical issues
• e.g. password resets, break/fix issues, and software installation and configuration
• Ability to install, diagnose, troubleshoot, and support peripheral devices
• e.g. printers, scanners, monitors, and other peripherals
• Strong client-service skills with an empathetic approach to problem solving
• A positive and professional demeanor
• Curiosity about technology and motivation to learn independently
• Ability to work effectively with directed autonomy

Preferred Skills, Experience, and Attributes

• Understanding of standard IT security practices
• e.g. virus remediation, firewalls, and phishing-related issues
• Familiarity with backup and disaster recovery concepts
• Knowledge of Apple technologies, including Mac OS and iOS troubleshooting
• Experience working for a Managed Service Provider (MSP) or in a comparable multi-client support environment
• Experience using an IT ticket management system
• Strong service orientation and professional confidence
• Receptiveness to feedback and an ability to learn from experience

Provide onsite technical support for managed-services clients by diagnosing and resolving Microsoft, Windows, networking, VPN, firewall, endpoint, peripheral, and user issues. Manage tickets, documentation, SLA response times, client follow-up, escalations, and local client visits. The role requires empathetic customer service, troubleshooting ability, independent learning, and collaboration across service teams. The summary above was generated by AI, * Competitive wages | The salary range is expected to start between $62,000-$67,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
• 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 photoshoot, monthly happy hours, cup in hand kickball league, and more!, In-Office or Remote 2 Locations 116K-160K Annually Senior level 116K-160K Annually Senior level Food * Hospitality Support, configure, troubleshoot, and maintain cloud/enterprise financial applications. Serve as technical/functional SME, manage user access, create custom reports, perform data manipulation and QA, coordinate integrations and updates, support implementations and SOX audit activities, and communicate status to stakeholders. Top Skills: AnaplanBlacklineOracle Fusion, Wipfli, Remote or Hybrid United States 88K-118K Annually Senior level 88K-118K Annually Senior level Cloud * Fintech * Software * Business Intelligence * Consulting * Financial Services Lead and deliver Dynamics 365 Business Central implementations for manufacturing and distribution clients. Drive configurations, integrations, functional and technical design, workshops, training, and ERP deployment using implementation standards. Gather requirements, recommend solutions (ISVs/customizations), develop functional design documents, and support client adoption and ongoing support. Top Skills: Dynamics 365ErpMicrosoft Dynamics 365 Business Central Wipfli, Remote or Hybrid United States 80K-108K Annually Senior level 80K-108K Annually Senior level Cloud * Fintech * Software * Business Intelligence * Consulting * Financial Services Prepares and reviews Medicare and Medicaid cost reports for skilled nursing, home health, hospice, and senior living clients. Manages engagements from data collection through filing, performs reimbursement analyses and forecasting, identifies optimization opportunities, supports audits and bad debt recovery, and collaborates with internal teams. Maintains client relationships through effective communication and delivers accurate, compliant work within budget and deadline constraints. Top Skills: MedicaidMedicareExcel

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

At Greystone Technology, a New Charter Company, we are seeking a Technical Engineer (in other companies thi is person could hold the title of Jr. Systems Administrator, Tier 2 Support Engineer, Desktop Support Engineer) to provide dedicated technical support and resolve day-to-day IT issues for a client of ours., At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter, we’re investing in our people - through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. (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.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success.

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter.