It Help Desk Technician

With a high degree of privacy, security and professionalism, provide necessary technical services and support in a consistent and timely manner to Consumer Cellular’s management staff, employees, and partners. Ensure Consumer Cellular Inc’s (CCI) mission critical infrastructure, systems, and applications maintain a high level of stability, availability, and performance to support CCI’s Contact Center Operations, and various 24/7/365 business functions.

Responsibilities:

• Utilize standard IT Wiki software to document processes, procedures, systems, and services, to preserve and grow Help Desk knowledge, and maintain inventory of all equipment, software, and software licenses
• Utilize standard IT Request Management software to record, monitor, redirect, and escalate tickets assigned to the queue and process first-in first-out based on priority
• Produce activity reports as needed
• Monitor and respond quickly, effectively, and professionally to requests and issues, partnering as needed with other IT team members
• Install, configure, maintain, and repair IT equipment following IT standard processes and procedures; assist remote users that are using company-issued equipment and telephony devices
• Assist users across all levels of the organization with both onsite and remote work, troubleshoot technical issues, and collaborate with other team members when needed
• Work independently to stay on task, prioritize urgent issues, and send communications to the necessary parties
• Ensure that each workstation in the facility has a working computer, monitor, keyboard, mouse, phone, and any additional specialized equipment
• Periodically learn new technical skills on the job, and attend relevant training throughout the calendar year
• Perform assigned activities and tasks on schedule following IT standard processes and procedures

Qualifications:

• PC and/or Mac imaging, configuration, and repair experience
• Occasional after-hours work required
• Ability to effectively communicate and troubleshoot with non-technical end users across all levels of the organization while maintaining both a sense of urgency, and a calm and professional demeanor
• Familiarity with Microsoft Windows Command-Line, Powershell, and task automation
• Maintain CCI Core Values when performing job functions and when interacting with CCI staff and partners
• Ability to complete basic desktop and laptop PC/Mac troubleshooting, including new set up and swapping out cables, RAM, and peripherals
• Familiarity with Server and Network terminology
• Ability to work remotely and onsite with equal effectiveness
• Basic knowledge of printer set up and troubleshooting
• Microsoft Office (Word, Outlook, Excel) and/or Microsoft 365 experience
• Active Directory and Group Policy familiarity
• Web Browser Configuration Experience: Internet Explorer, Edge, Chrome, Firefox, Safari, etc.
• Associates or Bachelor’s degree in Computer Science preferred