Lead IT Support Technician

Company DescriptionOld Town Computers is a Managed IT Service Provider supporting the technology needs of small and medium-sized businesses across northern Colorado as well as nationwide. Our success has been driven by the atmosphere created by our passionate and close-knit team whose common focus is on developing trusted partnerships through the proactive services and valued skillsets we have to offer.Old Town Computers is looking for a skilled and motivated IT professional with a passion for technology to join our team!We're looking for someone with solid technical depth and MSP experience who thrives in varied roles and is motivated by the opportunity to solve real-world problems that make a meaningful impact on the businesses we work with. Job DescriptionAs a Lead Support Technician, you will serve as a senior technical resource within our team, responsible for providing advanced support across a wide range of IT environments. This includes in-depth troubleshooting and resolution of issues related to workstations, networking, server infrastructure (on-prem and cloud), Microsoft 365, and security platforms. You'll take ownership of escalated tickets, guide root cause analysis, and ensure high-quality, consistent service delivery across clients. This position combines Tier 1 and Tier 2 support, project execution, and technical mentorship.You'll work closely with clients to implement and maintain IT solutions that improve security, performance, and scalability"”such as firewalls, cloud migrations, server infrastructure, and security platforms"”ensuring each solution aligns with their business goals and operational needs. We're looking for someone with solid technical depth and MSP experience who thrives in varied roles and is motivated by the opportunity to solve real-world problems that make a meaningful impact on the businesses we work with. Responsibilities:Client & CommunicationDeliver excellent customer service and maintain strong client relationships.Communicate effectively with both technical and non-technical users.Participate in client-facing meetings as needed.Technical Support & TroubleshootingTroubleshoot and resolve Tier 1 and Tier 2 issues related to desktop, server, networking, and cloud systems.Document all support interactions and follow internal ticketing and escalation processes.Strong administration skills of Windows Server (Active Directory, Group Policy).Proficient in networking (Understand and manage Routers, switches, access points, DNS, DHCP, VPNs, and IP configurations)Experience managing Microsoft 365 Azure/Entra/Intune environmentsTeam Leadership & GrowthWork alongside other team members to share knowledge and best practices.Participate in technical meetings and team collaboration efforts.Complete annual training plans and pursue relevant certifications.Additional DutiesProvide occasional after-hours or weekend support.Travel to client sites as needed (local travel only).Other duties as assigned.Qualifications:5+ years of experience in an IT support or systems engineering role (experience with Managed Service Providers highly preferred).Advanced troubleshooting and escalation expertise in resolving complex technical issues across multiple environments.Exceptional customer service, communication, and client-facing skills, including experience handling high-priority and executive support.Expertise in Windows Server infrastructure (2012-2022), including roles such as Active Directory Domain Services, Group Policy, DNS/DHCP, and File Services. Strong proficiency in Microsoft 365 administration (Exchange Online, SharePoint Online, Teams, OneDrive)Experience with Intune/Entra and modern endpoint management.Demonstrated ability to design, deploy, and maintain network infrastructure, with a strong understanding of TCP/IP, DNS, DHCP, VPN, VLANs, routing, and firewall configurations.Expertise in Information Security best practices, implementation of security frameworks, vulnerability remediation, and security incident response.Strong ability to perform root cause analysis to resolve recurring or systemic technical issues.Hands-on experience with backup & disaster recovery solutions (e.g., Acronis, Datto, Azure Backup), including design, implementation, and testing of BDR strategies.Experience with virtualization technologies, including VMware vSphere/ESXi and Microsoft Hyper-V.Strong self-management, excellent troubleshooting and critical thinking skills; able to operate independently and as a team leader.Valid Colorado driver's license with clean driving record; ability to travel locally to client sites as needed. Perks & Benefits:Compensation & ScheduleEmployment Type: Full-timeWork Hours: Monday-Friday, typically 9:00 AM to 5:00 PM (some flexibility required for after-hours support or emergencies) Location: Fort Collins, CO "” Hybrid in-office and work-from-home schedule with some travel to client locations Pay RangeCompensation: Commensurate with experience and qualifications with a target hiring range of $70,000 to $80,000BenefitsPaid Time Off (PTO) and Paid HolidaysHealth Insurance stipendRetirement Account with company matchMileage reimbursement for client site travelCertification reimbursement / training supportCompany laptopFun, flexible, dynamic environmentQuarterly bonuses based on company performanceSmall Team PerksFlexible scheduling when life happens (appointments, errands, etc.)Opportunities for advancement as the company growsDirect access to leadership "” your ideas and voice matter here Paid industry certifications and access to training platformsWork on a variety of technologies "” no silos, more hands-on learning A fun, low-ego culture "” we take our work seriously, but not ourselves Snacks, drinks, and coffee stocked in the officeCasual dress code (as long as youre client-ready when needed)Frequent team lunches / outings (think BBQs, breweries, escape rooms, etc.)Small team, big support"”we love getting out to local events to cheer on the clients who keep our community running Support for passion projects or time to experiment and learn new tech

Created: 2025-06-27