Business Support Specialist (BSS) – Tier 2 Onsite IT Support

About the Position

QeH2 is a process-driven managed service provider looking for a dependable, professional, and technically skilled Business Support Specialist (BSS) to support our clients throughout the Denver Metropolitan and surrounding areas.

As a Business Support Specialist, you will provide hands-on technical support at client locations, focusing on networking equipment, computer deployments, hardware troubleshooting, and other technology needs that require an onsite presence.

You will work closely with our Dispatch, remote support, and engineering teams to troubleshoot issues, complete deployments, and maintain reliable IT environments for our clients.

We are looking for someone who enjoys solving problems, works well independently, communicates effectively, and takes pride in providing excellent customer service. You should be comfortable working with a variety of technologies and business environments while following established processes and documentation standards.

Responsibilities

• Provide professional onsite technical support for business clients, troubleshooting and resolving hardware, software, networking, and connectivity issues.

• Install, configure, replace, and troubleshoot networking equipment, including switches, firewalls, wireless access points, and related devices.

• Diagnose and resolve common network issues involving wired and wireless connectivity, IP addressing, DNS, DHCP, and other network services.

• Deploy, configure, replace, and troubleshoot desktops, laptops, peripherals, and other business technology.

• Perform onsite portions of IT projects, including workstation deployments, hardware replacements, equipment installations, and technology migrations.

• Support Microsoft Windows environments, Microsoft 365 applications, user accounts, and other commonly used business technologies.

• Identify root causes of technical issues when possible and implement appropriate resolutions or escalate more complex issues to the appropriate team.

• Coordinate with Dispatch and remote technical teams to ensure service requests are completed efficiently and within established service expectations.

• Communicate professionally with clients, explaining technical issues, resolutions, and next steps in a clear and understandable manner.

• Develop positive working relationships with clients and provide a dependable, professional onsite presence.

• Maintain accurate service tickets, time entries, troubleshooting notes, and technical documentation.

• Follow established technical procedures, security practices, and company standards.

• Provide basic technical guidance and assistance to client staff when needed.

• Collaborate with other technical teams to support successful service delivery.

Required Qualifications and Skills

• Strong understanding of Microsoft Windows operating systems, Microsoft 365, and common business applications.

• Practical knowledge of computer hardware, troubleshooting, operating system installation, and workstation deployment.

• Working knowledge of common networking concepts, including TCP/IP, DNS, DHCP, wired and wireless networking, and basic network troubleshooting.

• Familiarity with common business networking equipment, such as switches, firewalls, routers, and wireless access points.

• Ability to independently troubleshoot and resolve common IT issues using logical problem-solving techniques.

• Strong customer service skills and the ability to communicate effectively with both technical and nontechnical individuals.

• Professional written and verbal communication skills.

• Strong organizational skills and the ability to manage assigned work effectively.

• Ability to follow documented processes, maintain accurate records, and collaborate with other team members.

• Valid driver's license, reliable personal transportation, and a driving record that meets company requirements.

Preferred Qualifications

• Previous professional experience in IT support, particularly in a Tier 2, field service, or managed service provider environment, at least 4 years.

• 2 or 4 year degree in a related field

• Experience supporting small and medium-sized business networks.

• Familiarity with Microsoft Active Directory, Entra ID, Exchange Online, and Windows Server environments.

• Experience installing and configuring network equipment from common business networking vendors.

• Familiarity with VPNs, VLANs, and network security fundamentals.

• Experience with hardware deployment, workstation migrations, and equipment replacement projects.

Prior professional IT education and certifications are beneficial but are not substitutes for demonstrated technical ability, troubleshooting skills, and a willingness to learn.

Schedule and Working Environment

This is a full-time, field-based position, primarily serving clients throughout the Denver Metropolitan area.

• Standard working hours are Monday through Friday, 8:00 AM to 5:00 PM.

• Participation in an occasional on-call rotation is required.

• Weekend or after-hours work may occasionally be necessary based on client needs or scheduled service activities.

• Technicians travel between client locations using their personal vehicles.

• Work is performed at various business locations, with occasional time at the QeH2 office.

• The position involves physical activities such as standing, bending, reaching, installing equipment, and moving computer or networking hardware.

• Some tasks may involve handling equipment weighing up to approximately 50 pounds, with appropriate assistance or reasonable accommodations when needed.

Compensation and Benefits

QeH2 offers a competitive compensation and benefits package, including:

• Annual Salary: $60,000–$80,000, based on qualifications and experience.

• Flexible Vacation: Unlimited vacation time, subject to management approval.

• Retirement: 401(k) plan with company matching and an established vesting schedule.

• Health Insurance: Medical, dental, and vision coverage.

• Paid Sick Leave: Provided in accordance with applicable Colorado requirements.