Job Description

Location: Centennial, CO
Job Type: Full-Time In Office

Salary: $60,750 to $71,000 per year DOE

Title: Project Specialist

Don't settle for a job. Continue your career! TrinWare has been in business since 2004. We have an opening in our Managed Services NOC for a Project Specialist!

Why pick TrinWare?

• Excellent benefits, including insurance cost share.
• Like minded computer enthusiasts that have over 250+ years of combined experience under one roof.
• A professional environment that is centered around learning and growth.
• Established customer base.
• Large current expansion of current business with large growth planned throughout the next 3-5 years.

About Us

At TrinWare, the customer experience is everything. We believe that service to others is a core value that not only elevates TrinWare above the competition but also drives our business forward. We believe that accepting “good enough” is for the other guys. We know that in business, greatness requires the mental toughness of a warrior; we know that success is a marathon, not a sprint, and shortcuts always lead to failure.

It doesn’t sound easy, does it? That’s because it’s not. We aren’t looking for those who seek easy; we’re looking for champions, people who are dedicated and committed to a mission—the TrinWare mission!

Look, if you’ve made it this far and are still reading, you just might be the one we’re looking for. Take a look at the skills and traits we seek in a Project Specialist, get to know who TrinWare is, and if you think you’re up to the challenge of these requirements, follow the directions in the last section and make it impossible for us NOT to call you in for an interview.

Who we are:

We’re so much more than an MSP; TrinWare is a 20-year-old Centennial Colorado-based technology company. We are unique in our industry. We are a Managed Services Provider, and IT Outsourcing Company. We are a Custom Computer Production Manufacturer, and we are innovators in our industry. Our continued growth and diverse expansions in the MSP and IT outsourcing marketplace require the addition of a Project Specialist. Project hours coincide with Service desk hours which are between 8:00AM and 6:00PM, with the potential for variable start times, Monday through Friday, and occasional off-hours work. This position may occasionally require travel, including overnight, to client locations throughout the TrinWare Service Territory.

This is NOT a remote or work-from-home position. This position reports to the TrinWare Centennial, Colorado office.

The Project Specialist is responsible for client projects and will work with the Senior Architect and the Director of Technical Services to ensure all aspects of the project SOW, tickets and post project assessment are complete. The Project Specialist will ensure the successful deployment and implementation of client projects, including but not limited to Microsoft 365/Office365, hardware installation, server and network deployments, rack clean-ups Azure AD deployments and client onboarding.

The Project Specialist will be responsible for communicating directly with TrinWare team members, customers, and partners while providing White Glove level service delivery during projects and service ticket events. It is the Project Specialist’s responsibility to ensure that all client documentation is captured and stored in ITGlue. The Project Specialist is also responsible for all ConnectWise Technical Configurations, conducting quarterly audits of client configurations to ensure that the most current and relevant information is always available in the ConnectWise configurations.

The Project Specialist will also support other areas of the TrinWare NOC and Service Delivery department as needed. This will include Tier I and Tier II service desk ticket support, non-project related onsite support, Cyber Security awareness and other related customer requirements.

Please provide a cover letter or letter of interest.

Essential Qualifications

• REQUIRED: 1+ years’ client-facing IT service desk experience preferably in a managed services or multi-tenant support company.
• Interpersonal skills: such as telephony skills, communication skills, active listening and White-Glove customer-care.
• Experience with ConnectWise Manage, CWRMM, ConnectSecure, ITGlue, and other specialized Managed Services software packages, as required.
• The ability to Write, Read and Follow Scopes of Work and Standard Operating Procedures.
• Experience in M365 and Google Workspace migrations.
• Experience with email backups, archiving and spam filtering.
• Microsoft Azure, Microsoft Teams administration, Cloud Services experience.
• Acronis and Barracuda Back-up, experience.
• Mature understanding of Cyber Security principles.
• Ability to create and document SOPs as needed.
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in a fast-moving environment
• Professional written and verbal communication and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
• Willingness to learn continuously and escalate issues when appropriate

Duties and Responsibilities

IT Service Delivery

• Owning client projects, participating in project meetings (pre and post).
• Provide project updates during the weekly Bi-weekly tech meetings.
• Project reporting (customer and internal)
• Scope management (commercial and technical)
• Work daily in ConnectWise, ITGlue and other MSP software toolsets to ensure client data is current and in a constant updated state and in proper order.
• Tenaciously track down missing configuration data and update data accordingly.
• Overall delivery accountability for all projects within an assigned portfolio.
• Facilitate the definition of project scope, goals and deliverables.
• Work Closely with the Project Manager and/or Dispatcher to ensure proper resource scheduling.
• Reviewing Project Templates (ConnectWise Manage) and apply appropriate templates for Projects.
• Willingness to learn continuously and escalate issues when appropriate.
• Insure TrinWare SLAs are being met for assigned tasks.
• Willingness to engage Subject Matter Experts, Engineers, and Technicians to ensure project goals and timelines are met.
• Provide great documentation of work performed in our PSA tools (e.g. ConnectWise)
• A willingness to read the manual twice, follow every detail to meet the highest standards of work.
• Be a proactive problem solver, yet able to recognize the appropriate level of perfection.
• Be a leader, a collaborator and laborer as the situation dictates.
• Fully understand TrinWare’s service agreements to provide appropriate IT services.
• Actively demonstrate and cultivate TrinWare’s Core Values in both internal and external situations.

Organizational Leadership

• Continual learning and professional development by taking advantage of TrinWare’s reimbursement for professional IT certifications.

Relationships

The Project Specialist will report to the Director of Technology and Client Experience.

Benefits

TrinWare’s available benefits include:

• Company sponsored Medical, Dental, Vision
• Life, Short- and Long-term disability
• 401K with matching
• Paid holidays, vacation and sick leave
• Employee discount, referral and assistance programs

TrinWare’s Core Values

TrinWare’s culture is a combination of high professional standards and a tight-knit team atmosphere. These Core Values are the driving force behind the who, what and why of our mission. We believe that these values will serve as a compass to lead us to our goal: being recognized as one of technology’s great service providers.

GOALS:

• G rowth
• O ptimism
• A ccountability
• L eadership
• S ervice Clients

Compensation details: 60750-71000 Yearly Salary

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