Managed Services IT Support Technician II
Microsel of Colorado LLC d/b/a TrinWare
Location: Centennial, CO
Job Type: Full-Time | Onsite
Job Details
- Pay: $60,000 – $75,000 annually, based on experience and demonstrated capability
- Schedule: Monday–Friday
About TrinWare
Microsel of Colorado, LLC d/b/a TrinWare is not your average IT company. For over 20 years, we have delivered managed IT services, cybersecurity, and infrastructure solutions to businesses across Colorado and beyond.
We operate a structured, process-driven service model designed to deliver consistent, predictable outcomes for our clients. Our team is expected to perform at a high level, communicate clearly, and execute with discipline.
The Role
TrinWare’s Managed Services Support Technician II provides frontline technical support for a variety of clients in the Denver Metro Area and beyond. This is a full-time position reporting to our Director of Technology and operating out of our headquarters in Centennial, Colorado.
The hours for this role will be 40 hours per week operating between 7:00AM to 6:00PM Monday through Friday with occasional off-hours work.
Work Structure
- Monday & Friday:
- Service desk tickets
- Project assistance
Core Responsibilities
- Resolve end-user and infrastructure issues across multiple client environments
- Execute onsite service visits efficiently and professionally
- Manage and close tickets daily while maintaining quality standards
- Document all work clearly and completely in the ticketing system
- Communicate with clients in plain, professional language
- Follow established processes, escalation paths, and service standards
- Coordinate with the service desk and leadership when needed
- Maintain awareness of schedule and ensure on-time arrival to all appointments
Execution Expectations
- Ability to handle multiple tickets per day without loss of quality
- No idle time between scheduled work and ticket responsibilities
- Strong time management across multiple client locations
- Clear, complete documentation on every ticket
- Early communication when blocked, delayed, or behind schedule
- Escalate appropriately. Do not operate outside defined process
Experience & Skills
- 3+ years in IT support, preferably in a Managed Services (MSP) environment
- Strong troubleshooting across Windows 10/11 and Windows Server environments
- Hands-on experience with Microsoft 365 (Exchange Online, Entra ID, Teams, SharePoint basics)
Networking & Infrastructure
- Solid understanding of TCP/IP, DNS, DHCP, VLANs, and basic routing
- Experience working with business-grade firewalls (Fortinet, SonicWall, Cisco, or similar)
- Ability to perform basic firewall tasks:
- Policy and rule updates
- VPN user troubleshooting
- Reviewing logs for connectivity issues
- Familiarity with switches and wireless infrastructure in a business environment
Endpoint & Security
- Experience supporting endpoint protection platforms (EDR/XDR)
- Familiarity with patching, system updates, and endpoint lifecycle management
- Understanding of MFA, identity security, and access controls
Tools & MSP Environment (Preferred)
- Experience working within an RMM and PSA platform
- Ability to manage, update, and close tickets with clear documentation
- Exposure to remote monitoring, alerting, and automation tools
Core Capability
- Ability to troubleshoot across user, device, and network layers without defaulting to escalation
- Comfortable working independently in client environments
- Knows when to escalate and follows defined escalation paths
Additional Expectations
- Candidates should be comfortable connecting a laptop, identifying a network issue, and resolving it without relying on trial-and-error
- This role requires independent execution. Candidates who require step-by-step direction for routine issues will not be a fit
Professional Expectations
- Clean-cut, professional appearance at all times
- Strong interpersonal and communication skills
- Ability to translate technical issues into clear, understandable language
- Positive attitude and strong client presence
- High attention to detail
- Reliable, punctual, and accountable
- Respect for chain of command and operational structure
Key Performance Indicators (KPIs)
- Adherence to SLAs for ticket response and resolution.
- Reduction in repeat incidents and alert fatigue.
- System uptime and monitoring compliance across clients.
- Patch and security compliance rates.
- Team performance metrics and documentation accuracy.
- Client satisfaction scores (CSAT/NPS).
Work Environment
- On-site only — no remote or hybrid options.
- Based at TrinWare’s Centennial, CO office.
- Standard schedule: Monday–Friday, 7:30 AM–6:00 PM (occasional off-hours or weekend work).
Benefits
- Medical, Dental, and Vision Insurance (company cost share)
- 401(k) with company match
- Life Insurance and Short-/Long-Term Disability
- Paid Holidays, Vacation, and Sick Leave
- Employee discounts, referral, and assistance programs
- Professional development support, including certification reimbursement
Process & Improvement
We operate within a defined service model. Following process is not optional.
We also believe good ideas can come from anywhere. If you see a better way to do something, bring it to your supervisor. Improvements are evaluated and implemented through leadership to ensure consistency across the organization.
Our Core Values – G.O.A.L.S.
Growth – Optimism – Accountability – Leadership – Service
We believe in a championship mentality — pushing for excellence, growth, and delivering service that clients remember.
Compensation details: 60000-75000
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