As a leading technology service provider in Colorado, Go West IT is the trusted guide to the digital frontier. Our mission is to help companies benefit from technology by expertly guiding them to opportunities and protecting them from harm. We do this by providing a team of trusted guides with the knowledge, skills, and expertise needed to navigate this constantly changing landscape. Our entire team is continually building their knowledge base, keeping us ahead of the technology curve and helping us succeed at our mission.
The IT Support Specialist role requires an individual to provide exceptional service to our fast-growing customer base. Reporting to the Service Desk Manager, the person in this position receives and resolves customers’ IT service requests quickly and intelligently. The IT Support Specialist is often the first person our customers interface with when they initiate Go West support, requiring a professional and caring demeanor.
What you can expect from us:
Opportunity to be an integral part of an organization on the forefront of technical innovation, that is known for extraordinary results
A fast-paced environment where each day brings different challenges/opportunities and exposure to the latest business technologies
Mentorship, ongoing feedback, and a commitment to professional development with resources to learn, improve, and grow
Educational Assistance Program available to help you pursue education opportunities that can advance your career
Ability to work with a team of caring professionals who truly value teamwork
A flexible schedule with the ability to work in a hybrid environment
A liberal employee recognition and rewards program
Competitive pay range of $21.63-$28.84 per hour with comprehensive benefits that include paid time off, medical, dental, vision, life, disability and 401K with generous matching
What we will expect from you:
Professional, solution-minded, and friendly demeanor with a strength in building strong business relationships internally and externally
Consistent demonstration of Go West core values
Participation and engagement with EOS principles; including weekly meetings to discuss issues, review key performance indicators and drive progress on quarterly objectives
Involvement in a collaborative effort with the Support Services Coordinator and IT Support Specialist II to ensure efficient ticket management and escalations
Excellent listening, written and verbal communication skills
Detail-focused personality with a penchant for organization, documentation, and appreciation of processes
Deeply caring about delivering the best possible service, giving thorough effort, yet appreciating flexibility and a team that enjoys working and often playing together
Responsiveness, with the ability to systematically prioritize and address the needs of Go West customers
The ability to collaborate with a very strong technical team
Excellence at proactively setting/managing expectations and communicating
Ability to learn quickly, with a love of taking on new challenges
Maintain a full-time weekday schedule, as agreed with the Service Desk Manager, between the hours of 6am and 6pm
What you will be doing:
Daily interaction with customers to gather details, triage, and troubleshoot IT issues with their business technology, OS, and applications, escalating when needed
Remotely supporting (from our office in Greenwood Village, CO) via phone, email, and our RMM, IT solutions our engineers implemented for our clients
Educating and advising end-users in applications, processes and best practices
Monitoring alerts generated from customer systems, and creating tickets for repeated failures and errors
Virus removal, OS hardening, software and hardware diagnostics
VPN client setup and remote access troubleshooting
Windows Active Directory moves, adds and changes
Interfacing between service providers and end users
Thorough documentation of work performed and customer environments
Submission of timely and accurate billable labor entries for invoicing
Other duties as assigned by the Service Desk Manager
Qualifications we require from you:
2+ year college or technical school education or equivalent experience
Minimum of two years in a technical support role
CompTIA Network+ or CompTIA Security+ certification, or willingness to obtain certification within the first 90 days of employment
MCP certification or equivalent preferred
CompTIA A+ certification or equivalent preferred
Authorization to work in the United States
Application deadline: 2/17/2025
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