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# IT Support Engineer

- **Company:** New Charter Technologies
- **Location:** Boulder, CO, United States (Remote available)
- **Experience:** Starter
- **Salary:** $62,000.0 - $67,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple IOS, Apple Mac Systems, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Internetworking, Virtual Private Networks (VPN), Microsoft Software, Anti-Phishing, TCP/IP, Wide Area Networks, Computer Network Technologies, Peripherals, Firewalls (Computer Science)
- **Published:** October 1, 2026
- **Apply:** https://www.builtincolorado.com/job/it-support-engineer/11450576?handler=ApplyRedirect

## About the Role

* 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

## Description

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