Title: Remote IT Technician

Residency Requirement: State of Colorado, USA

Who We Are: Rocky Mountain Tech Team serves small and medium-sized businesses and their employees with their Information Technology needs. We are a growing company with a relaxed work environment that encourages implementation of modern technology and creativity while maintaining the best possible customer experience.

Who We Are Looking For: A Colorado based Remote IT Technician to help any one of our wonderful clients primarily over the phone. When possible, this support will utilize remote access tools and when that is not possible, triaging connectivity using established client documentation blended with creativity to understand the nature of the problem without seeing it first-hand.

Required Human Expertise includes projecting a friendly, upbeat attitude over the phone while enjoying work with a variety of people and providing the best possible customer experience.

Required Technical Expertise includes maintaining remote connectivity to multiple client computers, managing both cloud based and on-premises IT services, MS 365/G-Suite user management/changes and remote hardware/software troubleshooting.

Does this sound like you? If so, see below for a more detailed list of requirements!

Human Responsibilities

• Project a friendly and upbeat demeanor to clients
• Love working with a variety of different people and personalities
• Always focus on high level customer service
• Set and manage customer expectations
• Connect with RMTT peers as necessary to relay key client details and performance feedback
• Excellent written and verbal communication skills over phone, chat, email and ticketing systems.
• Ability to manage multiple communication methods seamlessly and occasionally simultaneously

Technical Responsibilities

Manage/Assess/Troubleshoot Cloud Based Services including :

• Microsoft 365 - Application licensing, Mail services, User management, Sharepoint File Shares
• G-Suite / Google Apps - Mail services - User management
• Acronis Cyber Protect - Cloud and on-premises backup system monitoring and repairs
• Managed Service Provider Systems - Patch management, Anti-Virus, Remote Access / Management Tools

Manage/Assess/Troubleshoot on-premises IT environments including :

• Windows Server 2008+
• Hyper-V
• Windows 7+
• Mac OS
• Dell servers, workstations and laptops
• Synology NAS
• PfSense firewalls
• Ubiquiti WAPs
• Dental PMS
• Dental imaging hardware

Manage/Assess/Troubleshoot network and domain services including:

• DHCP
• DNS
• Active Directory / Group Policy
• OpenVPN
• Shared files and printers

Administrative Responsibilities

• Maintain accurate hour tracking for billing purposes
• Prompt submission of hours weekly
• Close collaboration with scheduling team on client request coordination

Day-To-Day Activities

• Assist a wide variety of client requests across various IT environments
• Utilize and update client IT documentation
• Escalate unsolved client requests for resolution
• Coordinate and assist On-Site Technicians with client requests
• Effectively collaborate with hardware and software vendor support teams

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekdays

Application Question(s):

• This position requires the applicant to reside in the state of Colorado. Do you currently reside, or are you willing to relocate to Colorado to take this position?

Experience:

• Help desk / Remote IT Triage: 3 years (Required)
• Windows: 3 years (Required)
• Microsoft 365 Administration: 3 years (Required)
• MSP or Small Business IT Consulting: 3 years (Required)

Work Location: Remote

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