Managed Services Technician II

Summary

We're searching for a growth‑oriented Managed Services Technician II who excels in a collaborative, customer‑first environment. In our close‑knit team, you'll co‑own every service request, whether it's resolved from a remote session or tackled on‑site. This is a full time in person position. This position is 100% in-office at our Littleton headquarters or customer offices. This is NOT a work-from-home position No relocation assistance is available. Ideal candidates are already located in the Denver metro area or planning to relocate.

Your role will involve:

· Team‑driven service delivery – share insights and resources, so we all help each other close tickets faster and more effectively.

· Process improvement together – collaborate on refining internal workflows, ensuring every improvement benefits the whole team and our clients.

· Clear, shared documentation – maintain accurate records that everyone can access, so knowledge is retained, and the next person can pick up where we left off.

Job DescriptionClient Support & Incident Management

· Respond to client phone calls, service requests, and incoming tickets in a timely, professional manner.

· Accurately create, update, manage, and document tickets while maintaining consistent records of billable time.

· Provide remote and onsite troubleshooting for desktops, laptops, servers, and network equipment.

· Escalate complex issues to higher tiers when appropriate.

· Identify and contribute to process improvement opportunities within the help desk team.

· Find ways to improve existing processes and workflows within the ticketing system.

System Administration & Maintenance

· Oversee maintenance, patching, and updates for Windows Computers & Servers.

· Diagnose and resolve hardware and software issues, including component replacement and system rebuilds.

· Configure, deploy, and support Windows-based computers, applications, and basic networking hardware.

· Manage, monitor, and troubleshoot client data backups and disaster recovery systems daily.

· Manage, maintain, and improve our RMM platform solutions (automations, scripting, patching, alerting).

· Assist in identifying recurring trends or issues and escalate as appropriate.

· Assist with asset lifecycle management.

· Install and configure conference room solutions

Monitoring & Security

· Use our tools and monitoring platforms to proactively identify system and network issues.

· Implement and maintain security best practices, including patch management, antivirus, and access controls.

· Assist in planning and enforcing network and endpoint security measures to protect client data and systems.

· Setup alerts and automations to improve response times.

Technical Documentation & Analysis

· Create and maintain accurate, up-to-date client documentation of processes, systems, configurations, and network diagrams within the IT documentation portal.

· Analyze system performance data to predict failures, plan upgrades, and determine when repair or replacement is necessary.

· Assess client requirements and assist in developing recommendations for system improvements or new technologies.

· Demonstrate continuous learning in both technical skills and business processes.

Collaboration & Vendor Management

· Work closely with third-party vendors to coordinate support, diagnose issues, and ensure timely resolution.

· Research emerging technologies and recommend solutions that improve reliability, efficiency, or security.

General Expectations

· Ability to multitask effectively in a fast-paced environment and adapt quickly to changing priorities.

· Ability to work independently on complex issues and high priority tasks.

· Ability to coordinate and manage small project efforts among teammates and other departments.

· Strong communication skills, a customer-focused mindset, and the ability to work independently or as part of a team.

· Ability to follow documented processes and procedures.

· Ability and desire to learn new tools and skills.

· Ability to work full time "in person" in our Littleton office location.

Qualifications

· Excellent customer communication skills, with the ability to explain technical issues in a friendly, non-technical manner.

· Highly organized, self-managed, detail-oriented, and able to learn new technologies quickly.

· Prior Sr Service Desk, Sr Help Desk, or Systems Administrator experience is preferred.

· Minimum of 7+ years of hands-on experience in desktop, server, and network administration (non–entry level).

· Certifications such as Network+, ITIL, A+, or Security+ are a plus but not required.

· Strong proficiency in installing, configuring, and troubleshooting Windows 10/11.

· Experience supporting mobile devices (Android/iOS).

· Experience with antivirus/security platforms (e.g., Sophos, CrowdStrike) and malware/virus remediation.

· Hands-on experience with Duo management and configuration.

· Proficiency with Microsoft Office and Outlook configuration (Exchange, IMAP, POP, Gmail).

· Experience installing and configuring network printers.

· Familiarity with ticketing systems for tracking and resolving issues.

· Experience configuring firewalls (Sophos, SonicWALL) and managing VPN/SSL VPN solutions.

· Strong experience installing, configuring, and troubleshooting Windows Server 2016/2019/2022.

· Strong proficiency with RMM solutions (Remote Monitoring & Management) Administration (e.g. Atera, Ninja, Pulseway).

· Strong proficiency with Active Directory, including Group Policy creation and management.

· Experience working with managed switches and VLANs.

· Ability to install and troubleshoot Cat5e/Cat6 cabling and basic telecom wiring.

· Experience deploying and administering cloud email services (Office 365, Google Workspace).

· Hands-on experience with virtualization technologies, especially Microsoft Hyper-V.

· Optional but beneficial: the ability to support Linux systems (Ubuntu, CentOS) and basic services (Apache, Sendmail).

· Experience installing network cabling.

· Ability to lift up to 50 lbs.

· Ability to use personal vehicle for traveling to and from client sites with reimbursement.

· Valid Colorado driver's license & insurance.

· Clean driving record required.

· Must be able to pass full background check and drug screen.

The position is for immediate hire or within 2 weeks of a job offer.

**There will be NO relocation considered for this position. Applicants should be in the greater Denver, CO area residents unless already planning to relocate on your own and available to start quickly.

**THIS IS NOT A REMOTE / WORK FROM HOME POSITION AND NEVER WILL BE. YOU WILL WORK OUT OF OUR OFFICE IN LITTLETON OR AT OUR CUSTOMER LOCATIONS. IF YOU ARE LOOKING FOR A WORK FROM HOME POSITION, DO NOT APPLY

Medical benefits currently provided by Kaiser Permanente.

IRA Retirement Plan + Employer Matching after 1 year.

Job Type: Full-time

Job Location:

• In Person - Littleton, CO (NO REMOTE).
• Will work onsite at customer locations throughout the Denver Front Range area.
• May require occasional out of state travel for special projects.

Required education:

• High school or equivalent
• Associates degree or higher preferred
• Technical Certifications a plus

Salary: $65,000.00 to $85, /year (commensurate with experience)

Job Type: Full-time

Pay: $65, $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Firewall: 7 years (Required)
• Windows Desktop: 7 years (Required)
• Microsoft Windows Server: 7 years (Required)
• Active Directory: 7 years (Required)

License/Certification:

• Colorado Driver's License (Required)

Ability to Commute:

• Littleton, CO Required)

Ability to Relocate:

• Littleton, CO 80120: Relocate before starting work (Required)

Work Location: In person