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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Managed Services (MSP) Support Technician II - **Company:** Microsel Of Colorado, LLC - **Location:** Greenwood Village, CO, United States - **Experience:** Experienced - **Salary:** $60,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, BASIC (Programming Language), Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Network Layer, Windows Servers, Routing, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Wireless Networks, Software Troubleshooting, Sonicwall, Operational Systems, Fortinet, Cisco - **Published:** November 3, 2026 - **Apply:** https://www.dice.com/job-detail/1fe21693-a537-4166-ba7e-93f03ee6f13c ## About the Role * Ability to handle multiple tickets per day without loss of quality * No idle time between scheduled work and ticket responsibilities * Strong time management across multiple client locations * Clear, complete documentation on every ticket * Early communication when blocked, delayed, or behind schedule * Escalate appropriately. Do not operate outside defined process Experience & Skills * 3+ years in IT support, preferably in a Managed Services (MSP) environment * Strong troubleshooting across Windows 10/11 and Windows Server environments * Hands-on experience with Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint basics) Networking & Infrastructure * Solid understanding of TCP/IP, DNS, DHCP, VLANs, and basic routing * Experience working with business-grade firewalls (Fortinet, SonicWall, Cisco, or similar) * Ability to perform basic firewall tasks: + Policy and rule updates + VPN user troubleshooting + Reviewing logs for connectivity issues * Familiarity with switches and wireless infrastructure in a business environment Endpoint & Security * Experience supporting endpoint protection platforms (EDR/XDR) * Familiarity with patching, system updates, and endpoint lifecycle management * Understanding of MFA, identity security, and access controls Tools & MSP Environment (Preferred) * Experience working within an RMM and PSA platform * Ability to manage, update, and close tickets with clear documentation * Exposure to remote monitoring, alerting, and automation tools Core Capability * Ability to troubleshoot across user, device, and network layers without defaulting to escalation * Comfortable working independently in client environments * Knows when to escalate and follows defined escalation paths Additional Expectations * Candidates should be comfortable connecting a laptop, identifying a network issue, and resolving it without relying on trial-and-error * This role requires independent execution. Candidates who require step-by-step direction for routine issues will not be a fit * Ability to pass a drug and/or alcohol screen and background check. * Valid and clean Colorado driver's license with the ability and willingness to travel locally as needed. Professional Expectations * Clean-cut, professional appearance at all times * Strong interpersonal and communication skills * Ability to translate technical issues into clear, understandable language * Positive attitude and strong client presence * High attention to detail * Reliable, punctual, and accountable * Respect for chain of command and operational structure Strong interpersonal skills and business acumen. Strong time management skills and the ability to stay organized during high volume. ## Description TrinWare's Managed Services Support Technician II provides frontline technical support 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. The hours for this role will be 40 hours per week operating between 7:00AM to 6:00PM Monday through Friday with occasional off-hours work. Work Structure * Monday & Friday: + Service desk tickets + Project assistance Core Responsibilities * Resolve end-user and infrastructure issues across multiple client environments * Execute onsite service visits efficiently and professionally * Manage and close tickets daily while maintaining quality standards * Document all work clearly and completely in the ticketing system * Communicate with clients in plain, professional language * Follow established processes, escalation paths, and service standards * Coordinate with the service desk and leadership when needed * Maintain awareness of schedule and ensure on-time arrival to all appointments Execution Expectations, * Adherence to SLAs for ticket response and resolution. * Reduction in repeat incidents and alert fatigue. * System uptime and monitoring compliance across clients. * Patch and security compliance rates. * Team performance metrics and documentation accuracy. * Client satisfaction scores (CSAT/NPS). Work Environment * On-site only - no remote or hybrid options. * Based at TrinWare's Centennial, CO office. * Standard schedule: Monday-Friday, 7:30 AM-6:00 PM (occasional off-hours or weekend work).