IT Support Technician II_

Denver

Our Company

Unbridled puts people first, and it’s embedded into our culture. Our job is to connect companies with their people through engaging and impactful services, from event management to production and creative services. Our values drive everything we do, and we believe in fostering a culture of authenticity and radical generosity. You will thrive at Unbridled because we focus on relationships, keep clients first, and put people before process.

Our Team

Unbridled’s Managed IT Services team builds and maintains intuitive, reliable, and efficient technology systems for Unbridled and our 30+ emergent brands. Unbridled is, first and foremost, a hospitality company, and so regardless of one’s role, we all view the customer experience through a lens of unreasonable hospitality. We’re a team of technology experts who care deeply about doing the right thing, and we take the trust placed in us by our customers very seriously. We’re tough on the issues and easy on the people. We’re always learning, always improving, and always growing.

Job Description

Unbridled’s Managed IT Services team is looking for an IT Support Technician II who is passionate about helping people, solving problems, and supporting technological improvement. This role’s primary function is assisting with the support of all end users and the IT infrastructure of our customers. Duties will include remote and deskside end user support, basic administration of Microsoft 365 environments, basic network troubleshooting, hardware configuration, and writing internal and customer-facing documentation. We seek to deliver consistently excellent experiences to our customers, and so personality and a can-do approach are valued just as much as technical knowledge and experience.

The successful candidate will be well-organized, resourceful, flexible, have the ability to multitask, and have extraordinary attention to detail. Candidate must have strong communication skills and the ability to develop strong working relationships with internal and external clients. The ability to adapt to customers’ distinct technology ecosystems, maintain a positive and optimistic attitude, work independently under tight deadlines will be key to your success.

Successful candidates will have the following:

+ 2+ years of experience in the Information Technology sector, preferably in a technical customer-facing role.

+ Proficiency in common tools used by IT Managed Service Providers, including:

+ RMMs (such as ConnectWise Automate, Kaseya VSA, NinjaOne, Synchro)

+ PSAs (such as Autotask, ConnectWise Manage, Halo, SuperOps)

+ MDMs (such as Addigy, Jamf, Intune, Mosyle)

+ Technical experience, including:

+ Administration of Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams, Entra)

+ Configuration and troubleshooting of desktop operating systems (Windows 11, MacOS)

+ Basic network troubleshooting (firewalls, switches, IPv4 networks, DNS, DHCP, WiFi, RADIUS)

+ Troubleshooting of Windows servers, storage devices (such as NASs), and peripheral devices (printers, monitors, etc).

+ Exposure to common IT infrastructure components, including servers, storage, and cloud technologies.

+ First-level administration of security tools such as email filters, antivirus, and web filters.

+ Blend of technical knowledge and interpersonal skills, ability to bridge the gap between technology and the people using the technology.

+ Strong customer service orientation and a commitment to ensuring client satisfaction.

+ Flexibility and a willingness to learn and embrace new methods and approaches, adapting to changing technologies, client requirements, and industry trends.

+ Excellent written and verbal communication skills both within the internal team and client-facing. Communicates with honesty, integrity, and transparency. Demonstrates patience, positivity, empathy, and hospitality.

+ Ability to work collaboratively in a team environment, be flexible, and meet strict deadlines.

+ Strong learner’s spirit and eagerness to learn new technologies and solve new problems.

+ Successful experience at an IT Managed Service Provider (MSP) is plus.

What you would be doing at Unbridled:

+ Triages and responds to end-user support tickets, service requests, phone calls, and alerts from monitoring systems, including timely resolution of open tickets and ongoing management and prioritization of the IT support ticket queue.

+ Provides support to end users in person and remotely.

+ Configures and maintains end-user computers, accounts/identities, and software packages.

+ Maintains an organized and effective workflow for tickets by ensuring statuses are kept current, documentation and notes are clear, and issues are resolved.

+ Consistently and accurately tracks time and work performed in the PSA tool, giving attention to customers, agreements, etc.

+ Properly accounts for asset inventory, items issued to customers, and software purchases.

+ Assists with scripting tasks and updating deployment packages.

+ Prepares technical procedure documentation and end-user documentation.

+ Drives improvement whenever the opportunity presents itself.

+ Understands the Managed IT Services model, learning the basics of our agreements and customer relationships.

+ Operates within the Support Team’s core service hours of 8:00am-5:00pm mountain time.

+ Initially works from our office in downtown Denver. Will become eligible for a hybrid work schedule at manager’s discretion, usually after 90 days.

+ Occasionally travel to customer locations, primarily within the Denver metro area. Rare out-of-state travel and/or after-hours work may be required.

+ Occasional physical exertion, for example, installation of network and server equipment in data centers and data closets, requiring the ability to lift up to 50 lbs.

+ Embody the Unbridled Brand and Culture, including our Cornerstones: Change, Character, Credibility, and Community

Comprehensive Benefits

Unbridled provides a comprehensive benefits package to all Unbridled employees, as well as other perks and work-life integration. The package includes:

+ Salary Range: $60,000 - $70,000

+ Health & Dental Insurance

+ Vision Insurance, FSA & HSA Plan Options

+ Life, Short-Term & Long-Term Disability Insurance

+ 401k Plan with Discretionary Company Match

+ Employee Loan Program

+ Generous PTO Including:

+ 4 Weeks of PTO/Sick Leave

+ 7 Holidays

+ 3 Floating Holidays

+ Flex Holiday Week

+ 3 Days Community Service Leave

+ Milestone Anniversaries & Sabbaticals

+ PTO Exchange Program

+ Paid Family & Medical Leave

+ Monthly Parking Pass

+ Professional Therapy Benefits

+ Voluntary Pet Insurance

+ Cell Phone Allowance

In addition to our extensive benefits package and the ability to take up to 37 days of paid time off per year, we also offer things like a company advocate program for new hires, wellness days, company social events, awards to empower employees to recognize colleagues, and more. We also have monthly Friday Forums where employees have a chance to hear from different members of the company regarding important updates and communications.

An Unbridled Community Takes All Kinds

We hire top talent from various backgrounds and intentionally cultivate a workplace of belonging where every team member is celebrated for who they are and where differing perspectives are valued. We are committed to creating a diverse, caring community where everyone can feel like they belong, no matter their race, ethnicity, religion, age, gender, sexual orientation, or ability. Come “Be you” with us.

Wage differential is based on seniority, merit, geographic location, education, training and experience. Talk with your recruiter to learn more. There is no application deadline for this role.

Unbridled provides reasonable accommodation and/or modification to disabled individuals to assist in the application process.  Any individual requiring accommodation/modification to complete this application should contact us [email protected].

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