This is a mid-level hybrid role. It covers Tier 2 IT support across all Power Motive Corporation locations and day-to-day administration of assigned business software platforms. The person in this role is based in Denver and travels to branch locations across Colorado, Wyoming, New Mexico, Texas, and Arizona as needed. They work under the direction of the TDS Manager and are expected to work independently across both sides of this role.
Responsibilities
- First escalation point for the IT team. When Tier 1 cannot resolve an issue this role is the next call before it reaches the TDS Manager.
- Handle Tier 2 IT support tickets daily. Diagnose and resolve hardware, software, and connectivity issues beyond basic help desk scope.
- Keep response times within SLA for all assigned tickets. Work the queue consistently.
- Support Tier 1 staff on active issues in real time, not just by taking the ticket over.
- Travel to branch locations when on-site support is needed and remote resolution is not possible.
- Manage user accounts across Active Directory and Entra ID. New hires, terminations, and access changes.
- Handle all software access requests across the company. Evaluate, authorize, provision, and document.
- Set up and configure devices for new employees. Handle replacements when equipment fails.
- Own the day-to-day administration of assigned business software platforms. Manage users, access levels, and configurations.
- Be the go-to contact for end users with questions or issues on the platforms you own.
- Stay on top of vendor communications for assigned tools. Open support cases and follow up until resolved.
- Keep user and access records current across all assigned platforms.
- Support Microsoft 365 across all locations. Teams, Exchange, SharePoint, and licensing.
- Take on project work assigned by the TDS Manager. Testing, config updates, rollout support, and operational tasks.
- Write and maintain SOPs, how-to guides, and resolution notes for the IT team.
- Escalate infrastructure-level or security-level issues with full context so the right person can act fast.
Qualifications
- 2 to 4 years of experience in a Tier 2 IT support role. This is not an entry level position.
- Strong troubleshooting skills across hardware, software, and network issues. You need to work through problems without being walked through them.
- Working knowledge of Windows 10/11, Microsoft 365, and Active Directory or Entra ID.
- Experience administering business software platforms. Adding users, managing access, keeping configurations accurate.
- Comfortable owning a ticket queue and managing multiple open issues across different locations at the same time.
- Able to work independently and make sound decisions in the field.
- Clear communicator. Can talk to end users without overcomplicating things and escalate to senior staff with full context.
- Experience with an RMM or ITSM platform such as Atera, ConnectWise, or Kaseya.
- Solid networking fundamentals. VPN, DNS, DHCP, switches, and firewalls.
- CompTIA A+, Network+, or Microsoft certifications are a plus.
Work Environment
Based in Denver. Primary IT resource for Colorado and Wyoming locations with support across all other locations when needed. Must be comfortable in offices, warehouses, and shop floors.
- Primary location: 5000 Vasquez Blvd, Denver, CO 80216
- Travel to branch locations by car or flight depending on location.
- Valid driver's license and reliable transportation required.
- Standard business hours with occasional after-hours availability for critical issues.
- Must be able to lift and move IT equipment up to 50 lbs.
- Must be comfortable in server rooms, under desks, and in warehouse and shop environments.
