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Job Description

Location: Centennial, CO
Job Type: Full-Time On-site

Salary: $55,000 to $70,000 per year

Managed Services IT Support Technician III

Don't settle for a job. Continue your career! TrinWare has been in business since 2004. We have an opening in our Managed Services NOC for an IT Support Technician III!

Why pick TrinWare?

• Excellent benefits, including insurance cost share.
• Like minded computer enthusiasts that have over 250+ years of combined experience under one roof.
• A professional environment that is centered around learning and growth.
• Established customer base.
• Large current expansion of current business with large growth planned throughout the next 3-5 years.

About Us

At TrinWare, the customer experience is everything. We believe that service to others is a core value that not only elevates TrinWare above the competition but also drives our business forward. We believe that accepting “good enough” is for the other guys. We know that in business, greatness requires the mental toughness of a warrior; we know that success is a marathon, not a sprint, and shortcuts always lead to failure.

It doesn’t sound easy, does it? That’s because it’s not. We aren’t looking for those who seek easy; we’re looking for champions, people who are dedicated and committed to a mission—the TrinWare mission!

Look, if you’ve made it this far and are still reading, you just might be the one we’re looking for. Take a look at the skills and traits we seek in Managed Services Support Technician III, get to know who TrinWare is, and if you think you’re up to the challenge of these requirements, follow the directions in the last section and make it impossible for us NOT to call you in for an interview.

Who we are:

We’re so much more than an MSP; TrinWare is a 20-year-old Centennial Colorado-based technology company. We are unique in our industry. We are a Managed Services Provider, and IT Outsourcing Company. We are a Custom Computer Production Manufacturer, and we are innovators in our industry. Our continued growth and diverse expansions in the MSP and IT outsourcing marketplace require the addition of a Managed Services Engineer III. This position typically works an 8-hour shift between 7:00 a.m. and 6:00 p.m. in our facility, but on-call and before/after hours are required from time to time.

This is not a remote or work-from-home position. This position reports to the TrinWare Centennial, CO, office and may also require onsite services provided at our client locations.

Travel: some out-of-state and/or overnight travel for onboarding and project execution is required.

Traits we need:

• Strong troubleshooting skills but a, specifically ConnectWise Automation using CWRMM and PSA.
• Focus on the details and intelligent design. Ability to conduct a Managed Services discovery, write Scopes of Work, Standard Operating Procedures, and other technical documents.
• A Leader, a Teacher, a Doer - the desire to master new technologies, to train others and lift them up, to achieve greatness.
• A passion for solving problems and serving others.
• You are driven to succeed in everything you do.
• Integrity, Intelligence, Confidence, and the spirit of an Innovator
• An open mind and willingness to give and receive constructive feedback.
• The ability to recognize what needs to be done and the willingness to do it.

Summary

TrinWare’s Managed Services Support Technician III 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. This position will occasionally require travel to customer locations, primarily within the Denver metro area.

Please provide a cover letter or letter of interest.

Essential Qualifications

• REQUIRED: 5+ years’ client-facing service desk experience in a managed services or multi-tenant support company using RMM and PSA tools.
• 5+ years’ experience with onsite server and IT rack configurations.
• Experience providing IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Linux and MAC experience is preferred.
• Strong cyber security awareness, able to identify threats and advise clients in appropriate actions.
• Experience performing basic troubleshooting and administration of servers, networks (WAN and LAN), routers, firewalls, and cybersecurity best practices.
• Advanced technical understanding of operating systems, business applications, printing systems, and network systems.
• Experience managing and servicing clients through RMM and PSA tools.
• Strong customer service focus and ability to bring hospitality to each support ticket.
• Strong time management skills and the ability to stay organized during high volume.
• Professional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
• Current IT professional certifications from Microsoft, VMware, Cisco, CompTIA, or other preferred vendors desired.
• Valid State issued driver's license.
• Experience with Microsoft Windows 10 and 11.
• Experience with client VPN set up and troubleshooting.
• Experience with network printers and copiers.
• Experience with PDF viewing and editing tools.
• Experience with computer and user set up.
• Experience with ConnectWise Manage and Automate is a plus.
• Experience with TrinWare’s core technologies preferred.
• Microsoft Office 365 suite.
• VoIP desk phones and cloud phone systems.
• Spam filter administration.
• Client antivirus and antimalware tools.
• Experience with VMWare & HyperV server management.
• Knowledge of Azure and AWS.
• Willingness to learn continuously and escalate issues when appropriate.
• Clean MVR.
• Ability to pass a drug and/or alcohol screen and background check.

Duties and Responsibilities

• IT service delivery in-house and in the field.
• Provide technical expertise and services to TrinWare internal and external customers through project work and proactive recommendations.
• Own the customer satisfaction and successful outcome of technical projects.
• Provide great documentation of work performed in our PSA tools (e.g., ConnectWise).

Organizational Leadership

• Serve as an escalation resource for fellow IT service desk support technicians.
• Continue learning and professional development by taking advantage of the TrinWare reimbursement for professional IT certifications.
• Play a critical role in building TrinWare standards and processes for the future success of the company.
• Assist with written SOP’s and configurations in the PSA.

IT Service Delivery

• Work daily in ConnectWise for scheduling, dispatching, and completing service tickets.
• Understand ConnectWise by completing assigned computer-based training, job shadowing, and on-the-job training.
• Provide remote support via phone and ConnectWise software.
• Provide excellent onsite service, rack and IT configuration and deskside support.
• Administration and maintenance of the RMM and other software system alerts and respond accordingly through service tickets to meet pre-defined SLA’s.
• Escalate service or project issues that cannot be completed within Service Level Agreement timeframes.
• Fully understand TrinWare’s service agreements to provide appropriate IT services.
• Actively demonstrate and cultivate TrinWare’s Core Values in both internal and external situations.
• Participate in an on-call rotation.
• Independently perform computer and user set up for internal and external clients.
• Provide technical expertise and services to TrinWare’s internal and external customers through project work and proactive recommendations.
• Delight customers with high-quality customer service, both remote and face to face.
• Own the successful outcome and customer satisfaction of each assigned task.
• Produce great documentation of all work performed in our PSA tools.
• Communicate effectively within the team to ensure all customer requests are addressed.
• Strive to learn and continuously improve technical and business skills.
• Uphold TrinWare’s Core Values and standards of customer service in all internal and external interactions.
• Server configuration, administration, and updates.
• Mobile device management.
• Administration of cloud environments.

Financial Responsibility

• Fully document work time in systems of record, primarily ConnectWise.
• Properly account for all physical assets and software deployed to clients.
• Accurately document expenses as required.

Relationships

• This position reports to the Network Operations Manager.

Benefits

TrinWare’s available benefits include:

• Company sponsored Medical, Dental, Vision
• Life, Short- and Long-term disability
• 401K with matching
• Paid holidays, vacation and sick leave
• Employee discount, referral and assistance programs

TrinWare Core Values

TrinWare’s culture is a combination of high professional standards and a tight-knit team atmosphere. These Core Values are the driving force behind the who, what and why of our mission. We believe that these values will serve as a compass to lead us to our goal: being recognized as one of technology’s great service providers.

GOALS:

• Growth
• Optimism
• Accountability
• Leadership
• Service Clients

How do you get that next big break? These are non-negotiable requests:

1. Provide a cover letter highlighting your championship mentality—a letter that makes us want to hire you today.
2. Great answers to the questions asked on this job posting.
3. A resume that addresses the skills and traits we are seeking in our next great hire.
4. Come to your interview dressed to impress.
5. Have some well thought out questions (including that one big question that can seal the deal).

Compensation details: 55000-70000 Yearly Salary

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