IT Support Desk Specialist
CTS is looking for a hard-working Information Technology Support Specialist to provide remote and onsite support to our clients in the central Illinois & Indiana region. The right candidate will be responsible for providing technical support related to computer systems, hardware, software, applications, and more. This person will respond to tickets via a ticketing system, analyze the issues, isolate the problems, and implement the solutions. This person will be comfortable talking on the phone, supporting customers, and have a good general understanding of business technology.
Responsibilities
- Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
- Manage ticket queue to ensure timely resolution
- Provide customer support using remote connection software or onsite service
- Provide thorough documentation on each customer interaction
- Prioritize ticketing system flow by following SOPs and KB articles for resolution
- Meet or exceed KPI goals
- Troubleshooting of the following, though not limited to:
- Advanced desktop issues
- VPN connectivity
- Mid-level server support
- Firewall support
- Hardware issues
- Line of business support
Requirements
- A+, Net+, and Sec+ certifications, or equivalent experience
- Experience with all modern operating systems
- Deep understanding of business networking
- Deep understanding of Active Directory, Group Policy, File Sharing, etc.
- General understanding of technology related to small-medium businesses
- Virtualization & Firewall experience is a plus!
Why choose CTS?
- CTS was built and operates as a family-owned company with the same values
- Flexible and easygoing environment
- We are a growing company
- Passionate individuals
- Open to hear new ideas and ways to improve
- Focused on improving our client's business to help them succeed
Benefits
- Health Insurance Contributions
- Aflac Supplemental Insurance
- Simple IRA Retirement
- Mileage Reimbursement