IT Support Specialist

Job Description

Job Description

The DRI is looking for an experienced , energetic, and motivated IT professional to join our team. We are looking for a technician that is capable of supporting our customers remotely and onsite in northern Colorado.

What we are looking for in an applicant.

• Personality: A candidate who is charismatic, personable, and patient. Customer service is our number one asset. We need each interaction with customers to be a positive experience. Being able to hold a conversation and make eye contact is a must. Able to work and have fun with the team while enjoying tastefully offensive memes. Not a real requirement. However, if that made you laugh then that is the type of person we are looking for.
• Experience: Someone with at least 4 years of experience in IT support. We love to teach and grow, but we need someone who can hit the ground running.
• Environment: Experience working from home. We do not have an office so when you are not in the field, you will be working from home. Need a stable quiet environment with a solid ISP connection.
• MSP exposure. We support over 200 businesses each with their own intricate uniqueness. If you have worked at an MSP or a company supporting multiple environments, this is a huge plus.
• Attention to detail: We value professionals who take pride in their work and demonstrate high attention to detail. As a preliminary test of this skill, please add a # to the end of your response to question 4 in the application.
• Communication: We work as a team to support our customers and each other. Having strong communication skills is a necessity to effectively work in a team environment.
• Empathy: The ability to maintain composure and provide empathy during high-stress interactions with frustrated non-technical people using strong interpersonal skills.
• Technical areas of expertise: Microsoft 365 administration, Microsoft Office skills (Outlook, Word, and Excel), Google Workspace administration, Active Directory user administration, SharePoint Online support, Windows and MAC computer support, Printers (configurations and scan to email), mobile devices (Android and Apple) support for email and other applications, Networking troubleshooting for wired and wireless, Entra and intune administration is a nice to have, minor experience with PowerShell, and some experience with Microsoft licensing.

About the role.

• The IT Support Specialist position is a hybrid work from home and onsite support role. Working IT tickets from home most of the time and traveling to local customers on set days or for rolling out for potential urgent issues.
• IT Support tickets come in either over the phone or through our ticketing system. You would be initially responsible for only tickets until you were comfortable enough with overall customer support to then start taking support calls. Tickets are 80% and calls are 5% and field service support makes up the other 15% of the monthly workload. Ticket complexity follows a common pyramid with the majority of support requests being level I type helpdesk tickets. Examples, “I forgot my password”, “I can’t print”, and Onboarding/Offboarding users. Our team members also provide much more complex support for other issues such as networking, security breaches, BSOD and hardware troubleshooting, and provide best effort on almost every application in use by our customers. The key is everyone supports everything and you never know what type of request you will be taking next.
• Documentation is something everyone needs to maintain. Using our AI tools, this position will require you to often update and create new documentation and occasionally develop processes to help other team members.
• Travel. There will be times where this position requires you to go from one to another customer to support end-users. There will also be times where you may need to stop and roll out to a customer to check on an emergency issue that needs immediate attention.

About the company.

• The DRI is a CSP (Concierge Service Provider) and not a true MSP. We provide white glove IT services and support to all our customers 24 x 7.
• We are a tight group of fun professionals who embody work hard play hard.
• The DRI supports customers all over the US and a few international offices.
• We believe in a strong work life balance, family first, mental health days, and long lunch meetings.