What are the responsibilities and job description for the IT Support Technician I position at CCI Systems, Inc.?
Why CCI? CCI Systems, Inc. is an Employee Owned Telecommunications Company based in Iron Mountain, MI with 60 years of industry knowledge and experience. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We offer a comprehensive benefits package, competitive pay, flexibility, paid on the job training, overtime, professional development, and inspire you to be bold, yet accountable. We value our employee’s hard work and determination and REWARD results all while having fun!
Our mission is to make life better by connecting people through innovative communication systems.
We are seeking an IT Support Technician to provide a single point of contact to the organization for information technology related questions and concerns. The right candidate may be experienced in the IT Support field by providing maintenance and analysis of the computer desktop environment, resolving issues, installing hardware and software solutions, and supporting the internal IT Helpdesk team in a corporate setting.
Responsibilities
- Provide helpdesk support and resolve problems to the end user’s satisfaction. This includes remote and in person support.
- Administration and internal support, including, but not limited to, company-wide PCs – maintenance, upgrades, configurations, printers, servers, related equipment, end user support, and license tracking.
- Monitor and respond quickly and effectively to requests and service desk tickets received through the IT helpdesk, based on queue priority, to the end user’s satisfaction, while maintaining service level agreements.
- Modify configurations, utilities, software default settings, etc. for the local workstation.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Perform timely workstation hardware and software upgrades as required.
- Utilize and maintain the helpdesk tracking software.
- Assist with on-boarding, PC setup and deployment for new employees using standard hardware, images and software.
- Ensure each employee has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
- Install, test and configure new workstations, peripheral equipment and software.
- Maintain inventory of all equipment, software and software licenses.
- Participate in SCRUM project planning for project-based support.
- Perform other duties as assigned by the Technical Support Manager.
Who are we looking for?
- Associate’s or bachelor’s year degree in an IT or Computer Science and/or 2 years of IT Helpdesk experience is required.
- Experience troubleshooting and maintaining standard office applications, mapping and troubleshooting of printers, and other basic office automation issues.
- Experience with operating system imaging and software deployments preferred.
- Must have familiarity with MS Windows environment and MAC OS devices.
- Must have strong customer service skills with a high satisfaction rate, and the ability to exercise judgment, initiative, and tact in dealing with executives, department/branch supervisors, staff, and outside vendors.
- Strong written and verbal communications skills.
- Self-motivated and able to excel in a collaborative structured environment.
- Must maintain confidentiality.
Shift is full-time, Monday – Friday, between the hours of 7:00 am and 5:00 pm CST. On-call nights and weekends rotation for 24-hour support is mandatory.