What You Will Do:

• Serve as the primary point of contact for IT support at our Loveland office, addressing onsite technical issues and requests promptly and efficiently.
• Provide dedicated support to our Parchment and Instructure customers, assisting with software inquiries, troubleshooting, and issue resolution.
• Maintain and troubleshoot hardware and software systems, including computers, printers, networking equipment, and related peripherals.
• Ensure timely resolution of IT-related incidents and service requests, adhering to defined service level agreements (SLAs).
• Collaborate with remote IT teams to escalate and resolve complex technical issues as needed.
• Assist in the setup and configuration of new hardware and software applications for employees.
• Implement and enforce IT security measures to protect systems and data integrity.
• Conduct technology training sessions for employees to enhance their proficiency in using IT tools and resources.
• Provide after-hours and weekend support to cover the East Coast timezone, ensuring continuous availability for critical IT needs.

What You Will Need to Know/Have

• Proven experience (1-3 years) in a similar IT support role, preferably in a customer-facing environment.
• Strong technical troubleshooting skills with proficiency in Windows and Mac operating systems.
• Familiarity with ITIL best practices and ticketing systems for incident management.
• Excellent communication and interpersonal skills, with a customer-centric approach to problem-solving.
• Ability to work independently and prioritize tasks in a dynamic and fast-paced environment.
• Flexibility to work outside regular business hours to accommodate coverage for the East Coast time zone.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.