IT Support Specialist II - Go West IT

As a leading MSSP in Colorado, Go West IT is the trusted guide to the digital frontier. Our mission is to help companies benefit from technology by expertly guiding them to opportunities and protecting them from harm. We do this by providing a team of trusted guides with the knowledge, skills, and expertise needed to navigate this constantly changing landscape. Our entire team is continually building their knowledge base, keeping us ahead of the technology curve and helping us succeed at our mission.

Are you passionate about technology and the impact it can make in a business? Do you have a thirst for knowledge and constantly improve your technical skills via research, certifications, peer groups, etc.? Do others come to you for troubleshooting assistance because they know you’ll be able to solve mysteries that nobody else can, due to the combination of your critical thinking and technical abilities? Do you want to grow your career with a growing business? And are you invested in providing a phenomenal client experience? If so, you may be a great fit in our organization as IT Support Specialist II. 

The IT Support Specialist II role requires an individual to provide exceptional service to our fast-growing client base. Reporting to the Service Desk Manager, the person in this position receives and resolves clients’ IT service requests and escalations quickly and intelligently. The IT Support Specialist II requires a professional and caring demeanor.

What you can expect from us:

• Opportunity to be an integral part of an MSSP organization on the forefront of technical innovation, that is known for extraordinary results

• A fast-paced environment where each day brings different challenges/opportunities and exposure to the latest business technologies

• Mentorship, ongoing feedback, and a commitment to professional development with resources to learn, improve, and grow

• Educational Assistance/Expense Reimbursement Program available to help you pursue education opportunities that can advance your career

• Ability to work with a team of caring professionals who truly value teamwork

• A flexible schedule with the ability to work in a hybrid environment

• A generous employee recognition and rewards program

• Competitive pay range of $25.96 - $32.69 per hour with comprehensive benefits that include paid time off, medical, dental, vision, life, disability and 401K with employer match

What we will expect from you:

• Professional, solution-minded, and friendly demeanor with a strength in building strong business relationships internally and externally

• Consistent demonstration of Go West Core Values: Caring, Constant Improvement, Critical Thinking, Execution, and Willingness

• Participation and engagement with EOS principles; including weekly meetings to discuss issues and review key performance indicators

• Excellent listening, written and verbal communication skills

• Detail-focused personality with a penchant for organization, documentation, and appreciation of processes

• Deeply caring about delivering the best possible services

• A commitment to extraordinary effort, yet appreciating flexibility and the support of a team that freely shares knowledge and professional opinions

• Responsiveness, with the ability to prioritize, pivot, and systematically address the needs of Go West’s clients

• The ability to collaborate with a very strong technical team

• Excellence at proactively setting/managing expectations and communicating

• Ability to learn quickly, with a love of taking on new challenges

What you will be doing:

• Acting as a technical escalation lead and mentor for either a morning or afternoon shift of tier 1 technical resources with the managerial and administrative backing and support of the Service Desk Manager

• Escalation triage and troubleshooting of support requests between the Service Desk and higher tier Engineering teams for optimal SLA delivery

• Remotely supporting IT solutions implemented for our clients via phone, email, and our RMM platform

• Educating and advising end-users on applications, processes, and best practices

• Troubleshooting escalated alerts generated from customer systems and platforms

• Business hardware and OS optimization, maintenance, and support

• VPN client setup and remote access troubleshooting

• Windows Active Directory/Azure Active Directory maintenance and support

• Interfacing between service providers and end users

• Thorough documentation of customer environments, processes, and credentials

• Submission of timely and accurate billable labor entries for invoicing

• Other duties as assigned by the Service Desk Manager

Qualifications we require from you:

• 2-year degree or equivalent experience in information systems or similar field, and/or applicable industry certifications

• CompTIA Network+ or CompTIA Security+ certification, or willingness to obtain certification within the first 90 days of employment

• 2-3 years of experience in previous IT role (i.e., Helpdesk/Desktop Technician or Engineer)

• Authorization to work in the United States

Preferred skills from you: 

Proficiency in the following: 

• Windows Server (On-premise, cloud, and virtual) 

• Active Directory, Azure AD or Intune/MDM Management 

• Microsoft 365, SharePoint, Exchange, and Teams 

• Security (i.e., Microsoft Security and Compliance Center) 

• Consulting/Customer Communication  

• System Administration 

• Solid understanding of OSI Model framework and Core Network troubleshooting. 

• Soft Skills – Strong relational skills and mentorship with team members 

Encouraged, but not required: 

• Experience with Linux, Mac, SQL administration, or telephony. 

• Industry Certifications (i.e. AZ-900, MS-900, SC-900) 

**Application deadline: 10/6/2024

Go West IT is an equal opportunity employer and does not discriminate against otherwise qualified applicants based on actual or perceived race, color, creed, religion, ancestry, citizenship status, age, sex, marital status, sexual orientation, national origin, disability or handicap, veteran status, or any other characteristic protected by applicable federal, state or local laws.