Level 1 Help Desk Support Technician

Custom Computer Specialists is hiring a Level I Help Desk Support Technician for full-time onsite end-user support for clients near Hampton, CT.

Responsibilities

• Deliver premium, white-glove deskside support to client end users
• Support other CCS divisions (Managed Services and Project Services) as needed
• Oversee and maintain the ticketing system to keep workflows efficient and organized
• Manage inbound tickets from initiation through resolution with timely, effective assistance
• Provide in-person troubleshooting and support for end-user devices, including computers, printers, fax machines, and other peripherals
• Support reliable network access and connectivity through troubleshooting and issue resolution
• Troubleshoot and resolve issues involving faulty operating systems and applications
• Support A/V systems and Webex meeting technologies
• Manage and implement Active Directory changes to ensure accurate access and security configurations
• Provide end-user training as needed
• 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
• Maintain current knowledge of IT technologies and industry trends
• Perform additional job-related duties as assigned, demonstrating flexibility to support business needs

Requirements

• MUST be commutable to Pomfret, CT
• Effective communication skills (verbal and written) with emphasis on timely response
• Ability to clearly and concisely explain technical information to both technical and non-technical users
• Strong customer service skills and ability to build positive relationships with users
• Strong organizational skills
• Industry certifications preferred (e.g., CompTIA A+, CompTIA Network+, Microsoft certifications)
• In-depth knowledge of desktop hardware components and peripherals
• Experience with operating systems and administration (Windows, macOS, etc.)
• 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 working with network devices (routers, switches, firewalls)
• Understanding of basic security concepts and practices
• Ability to handle difficult situations professionally
• Ability to work independently and collaboratively in a team environment
• Ability to manage time and multitask effectively to ensure efficiency and productivity
• Strong attention to detail and accuracy
• Preferred: 1-2 years of in-person support experience for end-user hardware, operating systems, and applications
• Ability to lift and move equipment up to 50 lbs. independently
• Ability to transport equipment between floors and outlying buildings as needed
• Must have reliable transportation for onsite duties and client needs
• Ability to provide onsite support during client working hours: 8:00 AM – 4:30 PM, five days per week
• Ability and willingness to provide after-hours technical assistance to support critical services
• Ability and willingness to provide after-hours technical assistance for meetings
• Ability and willingness to represent the CCS brand per the company handbook (professional dress, hygiene, and workplace etiquette)

Technologies

• Active Directory
• Windows
• macOS
• Microsoft Office
• Microsoft Office Suite
• Web browsers
• Google Apps
• Antivirus software
• A/V systems
• Webex meeting technologies

Compensation

• USD 20 - 24 per hour

Benefits

• Competitive salaries
• Medical and dental plans
• Company paid vision
• Short and long term disability plans (company paid)
• 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

EEO Statement

• Custom Computer Specialists is an Affirmative Action and Equal Opportunity Employer
• All qualified applicants receive consideration without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information
• To request a reasonable accommodation to apply for this position or to enable qualified individuals with disabilities to perform essential job functions, contact [email protected]