Managed Services Help Desk Technician

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

Greystone Technology, a New Charter Company, is a people-driven IT organization looking for creative, self-accountable professionals.

We’re looking for curious, driven people who want to do meaningful, challenging, and rewarding work. If you’re ready to learn, grow, solve problems, and bring your full self to the table, we’d love to meet you.

We don’t just solve technical issues. We focus on understanding the real problem first. That means asking questions, listening, and taking a thoughtful, consultative approach instead of jumping straight to solutions.

If you think differently, solve problems creatively, and enjoy working with people, you’ll find success in here.

At Greystone, a New Charter Company, we are seeking a Technical Engineer 1 (in other companies this person could hold the title of IT Support Specialist, Help Desk Technician, Desktop Support Technician) to provide responsive front-line technical support and resolve day-to-day technology issues for our Managed Services clients.

This is a remote position open to candidates located within the United States.

Core Responsibilities

The Technical Engineer 1 is responsible for working within the Front Edge Support team to support the Managed Services teams. The objective of Front Edge Support is to resolve quick and basic technical user requests for our Managed Services clients. This includes, but isn’t limited to:

• Support various clients by following the documented protocol for processing tickets, including answering calls, limiting time spent on tickets, and routing appropriately and within SLA

• Resolve 50% or more support tickets worked and route misplaced Back Office tickets to the appropriate resources

• Manage tickets and documentation consistent with processes in the Service Delivery Handbook

• Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills; return voicemails, as appropriate

• Research technical issues with internal documentation system and other informational areas to resolve issues within time constraints

• Translate complex technical issues into common language for clients

• Maintain a calm and confident demeanor, even during times of stress (high ticket/call volumes)

• Manage aspects of centralized tools including deployment, reporting and remediation

• Identify operational issues as appropriate and collaborate to create tactical and strategic solutions

• Collaborate with other teams to ensure an effortless experience for our clients

Required Skills, Experience, and Attributes

• Ability to diagnose, troubleshoot, and resolve fundamental technical issues

• e.g. password resets, break/fix, software installation and configuration, and printer issues

• Ability to troubleshoot and support Microsoft platforms

• e.g. M365, Active Directory, all current flavors of Windows

• Fundamental understanding of basic networking principles, what they mean, and how they interact

• e.g. TCPIP, DNS, DHCP, LAN/WAN

• Ability to diagnose, troubleshoot, and resolve fundamental network issues

• e.g. internet connectivity, firewalls, DNS, and VPN issues

• Proficient in installing, diagnosing, and upkeep of peripheral devices

• e.g. scanners, printers, and monitors issues

• 1 – 3 years’ experience in an IT help desk or desktop support environment

• An empathetic approach to solving client problems

• A positive, courteous demeanor

• A passion for solving problems

• Receptive to candid feedback

• Curiosity about technology and motivation to learn independently

Preferred Skills, Experience, and Attributes

• Understanding of standard IT Security practices

• e.g. virus remediation, firewalls, and phishing issues

• Understanding backup and disaster recovery concepts

• Fundamental knowledge of Apple, Mac OS, and iOS troubleshooting experience a plus

• Experience working with a Managed Service Provider or equivalent experience is a plus

• Experience working in a ticketing management system is a plus

• Professional confidence

• An aptitude towards service

• Ability to learn from experience

• Ability to multitask or switch tasks based on context, urgency and priority

Some of the things our team members enjoy, include:

• Competitive wages | The salary range is expected to start between $60,000-65,000. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.

• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions

• Maternal and paternal leave

• Very generous paid time off program that is unique to the IT industry

• Sustainable work-life balance and flexibility

• Yearly work anniversary rewards

• Fun company events, including chili cook-offs, annual company photoshoot, monthly happy hours, cup in hand kickball league, and more!

We’re looking for smart, highly skilled, passionate people to help us do something disruptive, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!

How to Apply

We review a high volume of applications, so help us understand what makes you a great add to our team. Please include a resume, a cover letter, and anything else that shows your interest in this specific role.

Tell us your story. Show us who you are. Bonus points if you include your salary expectations and what kind of cookies we should bake for your birthday.

Interview Process

We aim to keep our interview process transparent, respectful, and informative giving you a clear view of the role and our company while assessing how your skills and values match what we’re looking for. Here’s what to expect if your background aligns with the position:

• Resume review
• Short technical assessment (15 to 30 minutes)
• Conversation with a recruiter about your goals and the role (15 to 30 minutes)
• Technical discussion with team members on your experience, approach, and skill set (45 to 60 minutes)
• Culture discussion with team members focused on collaboration, working style, and culture alignment (30 to 45 minutes)
• One final conversation if needed for select roles, which may include a team or client site visit (30 to 45 minutes)
• Final decision

We’ll keep you informed every step of the way. No ghosting.

Internal Applicants

Interested in another role at Greystone Technology? Review the guidelines and let your leader know before applying. Submit a brief cover letter outlining your interest, your accomplishments in your current role, and how you’d find success in your first 90 days to a year, no resume needed. Once you apply, our People team will be in touch. We’re excited about your growth here!

Not Sure You Check Every Box?

Apply anyway. If you’re strong in customer service and eager to learn, we’re open to teaching the technical pieces.

Greystone Technology, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.