Associate, IT Support at Rowan

Rowan Digital Infrastructure is redefining how data centers are delivered—faster, smarter, and at scale. We partner with hyperscale customers to provide tailored, high-performance infrastructure with a focus on sustainability, efficiency, and flexibility. Our experienced, end-to-end team delivers custom solutions across a growing portfolio of strategic sites in key markets across the United States. Backed by Quinbrook Infrastructure Partners, Rowan is committed to enabling the next generation of digital infrastructure—and building a more sustainable future in the process. Ready to help transform how the world’s most important technologies are powered? Join us. Role Summary The IT Support Associate provides Tier 2 end‑user technical support and hands‑on onsite assistance to ensure employees are productive and office technology operates reliably. This role serves as the primary escalation point from Tier 1 and MSP‑handled issues, delivering advanced troubleshooting, deskside support, and office technology assistance. The IT Support Associate focuses on execution, resolution, and providing a high level of customer experience. We’re not just looking for another tech, we’re looking for someone who can crack a smile, ask how your day is going, and fix a real problem all at the same time. Travel: Ability to travel up to 10% for company gatherings or to project sites. Location: Denver, CO (4-day hybrid in-office role) Compensation: $65K-$85K (Non-Exempt Role; Offers Bonus) Essential Responsibilities - Tier 2 End‑User Support - Serve as the primary escalation point for Tier 1 and MSP managed tickets - Troubleshoot and resolve advanced issues across hardware, operating systems, Microsoft 365, and connectivity - Perform root cause analysis for recurring end user issues and contribute findings to documentation/knowledge base updates - Prioritize and resolve multiple incidents while meeting service level expectations - Communicate technical concepts to nontechnical users with professionalism and patience - Onsite & Deskside Support - Provide deskside support, including workstation setup, break/fix, and peripheral troubleshooting - Support employee moves and adds, including seating changes, relocations, and workspace setup - Maintain in-office presence to support daily operations and employee needs - Office & Collaboration Technology - Deploy and support office equipment (docking stations, monitors, printers, scanners, webcams, and accessories) - Support conference room and collaboration technology (Microsoft Teams Rooms, Zoom Rooms, AV peripherals) - Must be able to lift and move TVs, monitors, or other standard office equipment - Documentation & Continuous Improvement - Record incident details, resolutions, and troubleshooting notes in the ticketing system - Maintain knowledge base articles and end user guides - Recommend workflow improvements to reduce ticket volume and improve resolution time - Security & Policy Adherence - Adhere to IT security policies and standards when handling endpoints, accounts, and data - Support endpoint security remediation as directed (patch validation, EDR troubleshooting) - Report suspected security incidents per established procedures Education, Skills, And Experience - 3–5+ years of experience in IT support or a similar hands‑on technical role - Strong troubleshooting experience with both Windows and macOS - Experience supporting Microsoft 365 desktop and cloud applications - Experience troubleshooting and supporting Conferencing Equipment - Familiarity with endpoint management tools (Intune, Jamf, SCCM/MECM, or equivalent) - Excellent customer service and communication skills Nice-to-Have Experience - Experience working in an environment supported by an MSP, including escalation management and ticket queue coordination - Relevant certifications such as: - CompTIA A+, Network+, Security+ - Microsoft (e.g., MD-102, MS-900) or equivalent platform certifications - Experience with scripting/automation basics (PowerShell, Bash) for troubleshooting or repetitive tasks Fueled by Excellence & Collaboration At Rowan, we are a distributed team united by a common mission to transform data center delivery. Across our two offices, we offer a hybrid work environment supported by the teamwork, technology, and in-office gathering time to help you be successful. We are headquartered in Denver, Colorado and have an office in Seattle, Washington. Our team of talented and passionate individuals is spread out across the U.S. Here to support you At Rowan, we want to make sure you can do great work. We offer competitive benefits focused on helping you be and achieve your best. - Hybrid working environment - Team building and educational opportunities - Generous benefits package including robust health benefits and a 401(k) company contribution - Paid Time Off - Competitive compensation and bonus plan Equal Opportunity Employer Rowan Digital is an equal-opportunity employer. We welcome and celebrate diversity in all aspects of our workforce. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected status. We strive to create an inclusive environment where everyone can thrive.