Job Type
Full-time
Description
IT Systems Technician1. POSITION SNAPSHOT In this role you will serve as the primary onsite IT resource responsible for delivering reliable, high-quality technical support that enables employee productivity and operational continuity. You will manage day-to-day helpdesk support, user lifecycle processes, and hands-on infrastructure support across systems, devices, and networks. This role plays a critical part in ensuring seamless onboarding, minimizing downtime, and maintaining secure, well-documented IT environments as the organization scales. You will operate independently while collaborating with remote IT resources to continuously improve systems, processes, and user experience.
This role reports to the: Director of Operations
2. PRIMARY OUTCOMES - Average ticket resolution time = 24 hours
- First response time = 2 hours during business hours
- New hire setup completion rate = 100 percent by day one
- User satisfaction score = 95 percent on IT support feedback
- System uptime = 99 percent for supported systems
- IT asset tracking accuracy = 98 percent
- Percentage of tickets resolved without escalation = 85 percent
3. CORE RESPONSIBILITIES - Provide first-level technical support via phone, email, and in person
- Troubleshoot hardware, software, and network issues
- Manage full ticket lifecycle from intake through resolution
- Prioritize and manage multiple support requests efficiently
- Provision laptops, accounts, and system access for employees
- Manage user lifecycle across Active Directory, Microsoft 365, and Google Workspace
- Administer user accounts, groups, and permissions
- Perform password resets, account unlocks, and access requests
- Execute secure deprovisioning and maintain asset tracking
- Maintain and update IT documentation and knowledge base
- Configure and deploy PCs, laptops, and mobile devices
- Support printers, peripherals, and office technology setup
- Assist with routine system updates and patching
- Support IT infrastructure including networks, servers, and cloud systems
- Escalate complex issues and collaborate with external IT resources
- Monitor security alerts and assist with threat response
- Contribute to IT projects and process improvements
4. MINIMUM QUALIFICATIONS - Education:
- Associate's Degree in Information Systems, Information Technology, or equivalent practical experience
- Experience:
- 3 to 5 years of IT support or help desk experience
- Technical Skills:
- Proficiency with Windows operating systems and common business applications
- Working knowledge of Active Directory and Microsoft 365 or Google Workspace administration
- Experience with ticketing systems and PC configuration
- Basic networking knowledge including TCP/IP, DNS, and DHCP
5. PREFERRED QUALIFICATIONS - Preferred Experience:
- Experience supporting IT environments in a manufacturing setting
- Experience with endpoint security tools and incident response
- Preferred Skills:
- Experience with Autotask, ServiceNow, Jira, or Zendesk
- Exposure to infrastructure support including servers and cloud platforms
- Experience improving IT workflows and documentation processes
6. SUCCESS COMPETENCIES & FUNDAMENTALS - DELIVER LEGENDARY SERVICE: It's all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Make every interaction stand out for its helpfulness and create a "WOW" factor for both internal and external customers.
- FIND A WAY: Take personal responsibility for making things happen. Be resourceful, show initiative, and focus on solutions rather than obstacles. See issues through to completion without making excuses.
- PRACTICE BLAMELESS PROBLEM-SOLVING: Maintain a solution-focused mindset. Learn from mistakes, improve processes, and prevent recurring issues by applying lessons learned.
- DELIVER RESULTS: Take ownership to ensure tasks are completed. Set goals, track progress, and follow through to achieve measurable outcomes.
- BE EASY TO WORK WITH: Be responsive, helpful, and collaborative. Simplify processes, provide clear communication, and make it easier for others to succeed.
7. WORK LOCATION, SCHEDULE & TRAVEL - Role Type: Full Time - Exempt
- Location: Onsite, in person in Louisville, CO
- Regular Schedule: Monday-Friday, 8am - 5pm
- Travel: Up to 10% (domestic)
8. COMPENSATION & BENEFITS - Compensation:
- Annual Base Salary Range: $75,000 - $95,000 based on skills and experience
- Health Benefits:
- Optional health, dental, and vision insurance plus company-paid virtual and in-person primary care via Nice Healthcare
- Short- and long-term disability and accidental death and dismemberment insurance
- Company Benefits:
- 401(k) Plan with Employer Match
- Employee Stock Purchase Plan (ESPP) with company discount
- 10 annual company-paid holidays
- 3 weeks of Paid Time Off (PTO) accrued in first year
- Company-sponsored events & outings
- Weekly work-sponsored team lunch stipend
- Optional 9/80 work schedule (eligible after 90-day probationary period)
Salary Description
$75,000 - $95,000 annually based on experience
