Level 1 Help Desk Support Technician

Custom Computer Specialists (CCS) is hiring a Level I Help Desk Support Technician to deliver full-time, onsite end user support near Uncasville, Connecticut. This role focuses on deskside assistance, ticket ownership from intake through resolution, and practical troubleshooting across devices, applications, and network connectivity.

Working on-site (Uncasville, CT), you will support client workstations and peripherals, help users navigate technology with clear communication, and help keep the ticketing environment organized for efficient support across the organization.

What you’ll do

• Provide premium, white-glove deskside support to client end users.
• Support other CCS divisions, including Managed Services and Project Services, as needed.
• Oversee and maintain the ticketing system to ensure efficiency and organization.
• Manage inbound tickets from initiation to resolution, delivering timely and effective support.
• Provide in-person support for end-user devices, including computers, printers, fax machines, and other peripherals.
• Provide end-user training as needed.
• Troubleshoot connectivity issues to help ensure reliable network access and connectivity.
• Troubleshoot and resolve issues involving operating systems and applications.
• Support A/V systems and Webex meeting technologies.
• Manage and implement Active Directory changes, ensuring 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 applications and systems.
• Support client-provided end-user mobile phone applications to ensure functionality and usability.
• Perform additional job-related duties as assigned, demonstrating flexibility to support business needs.

Required skills and qualifications

• MUST be commutable to Uncasville, CT.
• Effective communication skills, both verbal and written, with an emphasis on timely response.
• Ability to communicate technical information clearly and concisely to technical and non-technical users.
• Strong customer service approach with the ability to build positive relationships.
• Strong organizational skills.
• In-depth knowledge of desktop hardware components and peripherals.
• Experience with operating systems such as Windows and macOS and their administration.
• Experience supporting industry-standard applications including Microsoft Office Suite, web browsers, antivirus software, and other essential tools.
• Experience administering Active Directory.
• Ability to diagnose and resolve complex hardware and software issues, including networking, operating systems, and applications.
• Knowledge of network protocols, configurations, and troubleshooting.
• Experience with network devices including routers, switches, and firewalls.
• Understanding of basic security concepts and practices.
• Ability to manage difficult situations professionally.
• Ability to work independently and collaboratively as part of a team.
• Ability to manage time and handle multitasking while staying efficient and productive.
• Strong attention to detail to maintain accuracy and precision.
• Preferred: 1-2 years of experience providing in-person support for end-user hardware, operating systems, and applications.
• Ability to lift and move equipment weighing up to 50 lbs independently.
• Capability to transport equipment between floors and outlying buildings as needed.
• MUST have reliable transportation to support on-site duties and client needs.
• Ability to provide on-site support during client working hours (8:00 AM – 4:30 PM), 2-3 days a week.
• Ability and willingness to provide after-hours technical assistance for critical services.
• Ability and willingness to provide after-hours technical assistance to support meetings.
• Ability and willingness to represent the CCS brand in line with the company handbook, maintaining professional dress, hygiene, and workplace etiquette.
• Relevant industry certifications (for example, CompTIA A+, CompTIA Network+, and Microsoft certifications) are preferred.

Tools and technologies

• CompTIA A+, CompTIA Network+
• Microsoft certifications
• Windows, macOS
• Microsoft Office, web browsers, Google Apps
• Antivirus software
• Active Directory
• A/V systems, Webex meeting technologies
• Routers, switches, firewalls

Compensation and schedule

• Pay: $20–$24 per hour.
• Role type: full-time, onsite.
• On-site coverage: 2-3 days a week during 8:00 AM – 4:30 PM.

Benefits

• 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