Level 1 Help Desk Support Technician

Custom Computer Specialists is seeking an onsite Level 1 Help Desk Support Technician in Lebanon, CT. This role delivers on-site end-user IT troubleshooting for client sites across the northeast, including areas near Hampton, CT, as part of the Onsite Services Team. The position carries a salary of USD 40,000 to 48,000 per year.

Benefits

• Competitive salaries
• Medical and dental plans
• Company paid vision and short and long term disability plans
• Flexible spending programs including Healthcare, Dependent Care, Transit and Parking
• 401K with employer match
• Tuition reimbursement
• Onsite fitness center or gym membership reimbursement for client or satellite based employees
• Company paid life Insurance
• Paid holidays and vacation
• Technical certification gift card rewards program

Responsibilities

• Deliver premium deskside support to client end users on site
• Assist other CCS divisions, including Managed Services and Project Services, as needed
• Oversee and maintain the ticketing system to keep work organized and efficient
• Handle inbound tickets from start to resolution with timely, effective support
• Provide in-person support for end-user devices such as computers, printers, fax machines, and peripherals
• Offer end-user training when required
• Ensure reliable network access by diagnosing and resolving connectivity issues
• Troubleshoot and resolve problems with operating systems and applications
• Support A/V systems and Webex meeting technologies
• Manage Active Directory changes to maintain accurate user access and security configurations
• Stay current on IT technologies and trends
• Support client applications including Microsoft Office, web browsers, Google Apps, antivirus software, and other proprietary tools
• Support client-provided end-user mobile phone applications
• Perform additional duties as assigned to support business needs

Technologies

• Microsoft Office
• Google Apps
• Webex
• Active Directory
• Windows
• macOS
• Antivirus software
• Routers, Switches, Firewalls
• Web browsers
• A/V systems

Requirements

• Must be commutable to Pomfret, CT and Uncasville, CT
• Effective verbal and written communication with emphasis on timely responses
• Ability to explain technical information clearly to technical and non-technical users
• Strong customer service mindset with the ability to build positive user relationships
• Excellent organizational skills
• Relevant industry certifications preferred (e.g., CompTIA A+, CompTIA Network+, Microsoft certifications)
• Solid knowledge of desktop hardware components and peripherals
• Experience with multiple operating systems (Windows, macOS, etc.) and administration
• Experience with industry-standard applications including Microsoft Office, web browsers, antivirus software, and other essential tools
• Experience administering Active Directory
• Ability to diagnose and resolve complex hardware and software issues, including networking, OS, and applications
• Knowledge of network protocols, configurations, and troubleshooting
• Experience with network devices such as routers, switches, and firewalls
• Understanding of basic security concepts and practices
• Professional demeanor in challenging situations; able to work independently and as part of a team
• Effective time management in a multitasking environment
• Strong attention to detail
• Preferred: 1-2 years of in-person end-user hardware, OS, and application support
• Ability to lift and move equipment up to 50 lbs
• Capability to transport equipment between floors and to remote buildings as needed
• Reliable transportation to support on-site duties and client needs
• Willingness to provide on-site support during client working hours (8:00 AM – 4:30 PM), five days a week
• Willingness to provide after-hours technical assistance for critical services and meetings
• Commitment to representing the CCS brand through professional dress, hygiene, and workplace etiquette