Managed Services (MSP) Support Technician II

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
• Ability to pass a drug and/or alcohol screen and background check.
• Valid and clean Colorado driver’s license with the ability and willingness to travel locally as needed.

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
• Strong interpersonal skills and business acumen.
• Strong time management skills and the ability to stay organized during high volume.

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.