IT Help Desk Support Technician

JOB SUMMARYPiDoxa is a growing and results-driven Managed IT Services Provider (MSP) focused on empowering small and medium-sized businesses (SMBs). Our mission is to move beyond simple troubleshooting to offer proactive, responsive, and strategic IT partnership to our diverse client base. We foster a supportive, team-first environment and are seeking a talented Sr. Tier 1 Support Technician to join our team in the Denver Tech Center area.As the initial point of contact for our valued clients, you will play a critical role in their daily operations. Your expertise will be essential in swiftly delivering technical support, troubleshooting, and resolving desktop, laptop, and basic network issues. In addition, you will gain experience in installing and configuring networking equipment, security cameras, and AV equipment. You'll collaborate daily with senior technicians, ensuring seamless issue resolution and escalating complex problems efficiently.KEY RESPONSIBILITIESIT Help Desk Support relating to technical issues involving Microsoft, Apple, and Google platforms.Onsite and Help Desk user support, this position involves some local working, security, and communication system installation.Technical support at the server level : Active Directory, DNS, DHCP, and IIS.Technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security.Remote access solution implementation and support : VPN, Terminal Services.Set-up new computer equipment based on a standard configurationSupport of disaster recovery solutions.Monitor the remote monitoring and management system alerts and notifications to provide proactive system maintenance - respond accordingly through service tickets.System documentation maintenance and reviewCommunication with customers as required : keeping them informed of incident progress, notifying them of impending changes, and agreed outages.Additional Duties and Responsibilities : Improve customer service, perception, and satisfaction.Fast turnaround of Customer Requests.Ability to multi-taskAbility to work in a team and communicate effectively.Work to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.Escalate service requests that require engineer level support, following ticket to resolution.Responsible for entering all time and expenses accurately.Enter all work as service tickets in Syncro.Knowledge,Skills, and / or Abilities Required : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Advanced understanding of operating systems, business applications, printing systems, and network systems.Interpersonal skills : such as telephony skills, communication skills, active listening and customer-care.Diagnosis skills of technical issues.Ability to multi-task and adapt to changes quickly.Technical awareness : ability to match resources to technical issues appropriately.Service awareness of all organizations key services for which support is being provided.Understanding of support tools, techniques, and how technology is used to provide services.Typing skills to ensure quick and accurate entry of service request details.Self-motivated with the ability to work in a fast-moving environment.Clear working knowledge of Syncro is a plus.Experience managing VOIP Phone systems is a plus.Must be able to lift 50 pounds and be comfortable working at heights on ladders and roof tops when needed.Travel to clients locations as needed (Must have reliable transportation)Compensation : $20-$30 per hour plus commission

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