Strive Technology Consulting is a managed IT service provider.  We work with SMB’s that are trying to make a positive impact on people’s lives and in the world at large.  As technologists, we can make their impact more powerful and can improve morale at all our customers with world-class tech support and guidance.  Our mission is to positively affect one million lives, including our employees, their families, our clients, and people they reach.

We can achieve this goal by hiring a friendly, competent team who reliably delivers a world-class technology environment and customer service experience to our clients.

Our ideal teammates, first and foremost, delight in interacting with people and building relationships.  We look for team members who are be resourceful, have a passion for customer service, have excellent communication skills, and who are willing to ask questions and to contribute to Strive’s improvement.

Finally, we are process fanatics.  All candidates must be comfortable following and helping improve company processes.  Because of this process and feedback orientation, all other departments are shaped by our feedback.

Open Positions

Mission of the Position

The mission of the Level 2 IT Support Specialist is to create happy and productive customers.  This is a customer-facing position and is as much about setting and managing expectations as it is about solving the technical issue.  You would be part of a close-knit team, touching all of our clients, maintaining all of their technology, and working to improve all of their businesses.

Responsibilities include:

  • Analyze, test, troubleshoot, and evaluate customer IT problems such as PC, server, and network systems, SaaS and local software, email, and data communications.
  • Perform network and systems maintenance to ensure client infrastructure operates correctly with minimal interruption.
  • Set up and restore data backups for local and cloud storage.
  • Identify patterns and issues in our process and delivery.
  • Configure security settings or access permissions for groups or individuals.
  • Analyze and report computer network security breaches or attempted breaches.
  • Document technical support activities.
  • Create and maintain technical documentation of customer environments and company standards.

Key Outcomes

Key performance goals by the end of the first year:

Average ticket resolution time 0.35 Hours
Average daily ticket volume 12 tickets closed
Monthly documentation engagement 500 points or more
Average NPS Rating 8 – 10

Occupational Competencies

Skills, talents, and experience that are required for this specific role.

Required

  • A+ and Network+ certifications or equivalent experience.
  • Troubleshooting: Determining causes of operating errors and deciding what to do about it
  • Microsoft Windows: Detailed working knowledge of Windows 10 workstation, its configuration, maintenance, and printer/folder sharing in a workgroup environment.
  • Microsoft Server: Detailed working knowledge of Microsoft Server, Active Directory, Group Policy, domain networking, file permissions, and print sharing.
  • LAN and Internet protocols: Detailed working knowledge of fundamental IT systems protocols and concepts, including DHCP, DNS, SMTP, ICMP, HTTP, NAT, VPN, wifi, routing, data encryption. Also, the implantations and maintenance of them as well as major industry vendors.
  • IT equipment: Detailed working knowledge of computing and IT networking equipment, including PC’s, server hardware, RAID, network switches, routers, firewalls, wifi, and structured cabling.
  • Concepts of cybersecurity: Familiarity with cybersecurity risk factors, such as software vulnerabilities, brute force attacks, social engineering, and policies in IT networks. Familiarity with risk assessment techniques that can be applied to assess the severity and the consequences of security threats and contingency plans for each security risk factor.

Preferred

  • Microsoft 365/Azure AD: Familiarity with Microsoft 365 and Azure Active Directory setup, administration, and maintenance.
  • Microsoft Exchange Server: Familiarity with onsite Microsoft Exchange servers, both GUI and Powershell management
  • Microsoft SQL Server: Familiarity with Microsoft SQL Server Management Studio, backing up databases, running SQL queries.
  • Software Programming: Ability to read, understand, edit, and create your own scripts to automate tasks.
  • Apple/Mac: Familiarity with Mac OS X, printing, and user troubleshooting.
  • Microsoft Certification: Must have a current Microsoft certification. This can be obtained during the first year of employment.

Foundational Competencies

Foundational competencies are those skills, talents, and experience that are transferable from one job to another, and across industries.

Required

  • Honesty/integrity: Does not cut corners ethically. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.
  • Empathy: Able to see situations from another’s point of view, often resulting in compassion for their situation from their point of view.
  • Follow-through on commitments: Lives up to verbal and written agreements, regardless of personal cost.
  • Resourcefulness: Figuring out how to get over, around, or through barriers to success, and then doing it.
  • Patience: Remains calm and respectful when dealing with challenging situations.
  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Communication: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail.
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Coachable: Often solicits feedback and reacts calmly to criticism or negative feedback. Implements feedback.
  • Process Oriented: Looking for and following all pre-defined processes, and helping recommend and create new ones as needed.

Preferred

  • Detail Oriented: Keeps track of and continually manages projects with a lot of detail without letting tasks get lost.
  • Organization and planning: Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.
  • Systems Analysis: Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

If selected, you would be part of the “On Call” rotation and be available after hours, holidays, and weekends.  Because of this and the inclement weather in Colorado, you must be able to work efficiently from home.

Other Requirements

This position requires some local travel, so a valid drivers license and reliable transportation are required.

We offer 24/7 support to clients.  While this is infrequently used, all technicians must be part of the “On Call” rotation and agree be available after hours, holidays, and weekends during that rotation period.

There are many occasions where remote work is necessary, including responding to On Call requests and working from home during inclement weather.  You must have your own reliable computer and internet connection and able to work efficiently from home during these times.

Compensation

Annual Salary: $47,000 - $52,000

Benefits: Health insurance, tele-health

Apply Here

If you are interested in joining our team, please fill out our application form here.  We will reply to qualified applicants as soon as possible with follow-up interview scheduling and request for references.