Level 1 Help Desk Support Technician

What You'll Do

• Providing premium, white-glove deskside support to client end users.
• Providing support to 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, ensuring 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.
• Ensure reliable network access and connectivity by providing support and troubleshooting as needed.
• Troubleshoot and resolve issues with faulty operating systems and applications.
• Provide support for A/V systems and Webex meeting technologies.
• Manage and implement Active Directory changes, ensuring accurate user access and security configurations.
• Maintaining knowledge of current IT technologies and trends.
• Provide support for client applications, including Microsoft Office, web browsers, Google Apps, antivirus software, and other proprietary applications and systems.
• Provide support for client-provided end-user mobile phone applications, ensuring functionality and usability.
• Perform additional job-related duties as assigned, demonstrating flexibility and adaptability to support business needs.

What You Bring

• MUST be commutable to both Pomfret, CT and Uncasville, CT
• Effective communication skills, both verbal and written with emphasis on timely response.
• Ability to communicate technical information clearly and concisely to both technical and non-technical users.
• Ability to provide excellent customer service and build positive relationships with users.
• Possession of strong organizational skills.
• Possession of relevant industry certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft certifications) preferred.
• In-depth knowledge of desktop hardware components and peripherals.
• Experience with various operating systems (Windows, macOS, etc.) and their administration.
• Possess experience with industry-standard applications, including Microsoft Office Suite, various web browsers, antivirus software, and other essential tools.
• Experience with administering Active Directory.
• Ability to diagnose and resolve complex hardware and software issues, including those involving networking, operating systems, and applications.
• Knowledge of network protocols, configurations, and troubleshooting.
• Experience with network devices (routers, switches, firewalls).
• Understanding basic security concepts and practices.
• Ability to manage difficult situations professionally.
• Ability to work both independently and collaboratively as part of a team.
• Ability to effectively manage time in a multitasking environment, ensuring efficiency and productivity.
• Strong attention to detail, ensuring accuracy and precision in all tasks.
• 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 the client's working hours (8:00 AM - 4:30 PM), five days a week.
• Ability and willingness to provide after-hours technical assistance to support critical services.
• Ability and willingness to provide after-hours technical assistance to support meetings.
• Ability and willingness to represent the CCS brand as outlined in the company handbook by maintaining professional dress, hygiene, and workplace etiquette.

#IND

CCS Offers

• Competitive salaries
• Comprehensive benefits including:
• 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

Additional information

Come experience our unique culture and see how our "right people, right results" philosophy has led to our outstanding success! We are great place to start your IT career!