Overview

AT CTSi, we believe we are a team. A “band of brothers” where together we are better and stronger. The number one goal for every CTSi team member, beyond our demonstrated respect and care for each other, is to deliver premier-level IT solutions and experiences for our clients. Client satisfaction is paramount. The Helpdesk Administrator plays an important role in making sure this happens.

Position Summary

The Helpdesk Administrator supports the customers of CTSi by capturing the technical issues experienced by users, communicating those with the team, dispatching appropriate resources to address the concerns, and following up with technicians and end users to ensure all problems are resolved.

The Helpdesk Administrator will work to

• Ensure CTSi resources are maximized for effective and efficient support.
• Act as the primary point of contact for all CTSi client support requests and
  tier 1 support/issue resolution for those requests.
• Act as the primary administrator and Subject Matter Expert (SME) for
  designated CTSi applications.
• Managing and performing receiving processes for CTSi systems.
• Monitor and manage CTSi technical documentation and licensing across
  all platforms.

General Responsibilities

• Manage incoming phone calls and emails requesting technical support.
• Plan and coordinate CTSi technical resources.
• Tier 1 technical support.
• Help with client projects as requested.
• Act as SME for designated CTSi application toolsets.
• Ensure customer satisfaction with helpdesk results.
• Perform receiving process of equipment.
• Manage CTSi documentation.
• Provide general office coverage in cooperation with the CTSi team.
• Participate in staff and department meetings.
• Support and maintain the core principles of the organization.

Reports To

CTSi functions as a team, believing we are “better together.” This position will report to the President / CEO and Manager of IT Services and is expected to participate in the growth of the company by providing feedback and ideas to move into strategic opportunities.

Job Requirements

• Ability to plan, organize, lead, and direct resources.
• Ability to use metrics and intuition to gain maximum resource efficiency.
• Ability to prioritize tasks without getting lost in the details.
• Strong interpersonal skills such as telephony skills, communication skills,
  active listening, and customer care.
• Adept at learning new applications.
• Ability to follow defined processes while seeing how they fit into a larger
  picture and looking for opportunities for improvement.
• Ability to organize and arrange folder structures and data organization.
• Ability to work in a fast-paced environment and demonstrate
  extraordinary attention to detail.
• A quick, self-motivated learner who wants to work for a company that will
  invest in their development.
• General technical competency and a desire to understand how technology
  works.

This is a customer-facing position with opportunities to participate and gain knowledge in several areas of IT for those interested in a career in IT OR simply those with IT inclinations but enjoy supporting customers.

NOTE: This is not a remote work position. Most work will predominantly be performed at a CTSi office and/or onsite at a client location. Limited remote work is available for approved situations at CTSi management’s discretion.

Pay & Benefits

• Pay will vary based on experience.
• Benefits are offered after 90 days for approved employees.
• Included benefits:
  • Health Insurance
  • Fourteen(14) Paid Holidays
  • Ten(10) Paid Vacation Days (starting off)
  • Five(5) Paid Health/Sick Days
  • You get your birthday off!
  • Company provided Laptop and Smartphone
  • CTSI Attire (i.e., shirts, jackets, etc., as determined by CTSi)
  • Training & Certification (per mutually agreed on curriculum/schedule)
• Ancillary benefits may be offered Including:
  • Dental
  • Vision
  • Life Insurance
  • 401K
• Great team experience and culture in a strongly collaborative environment.
• A proactive approach to ongoing training to help the development of life-long skills.

COVID-19 Related

• At CTSi it’s important that team members value their own health, the health of their teammates, and CTSi customers. This includes being willing to be vaccinated and maintaining updated vaccinations for viruses including but not limited to COVID-19, influenza, etc.
• In addition to vaccinations, we follow the direction of the CDC and local health organizations in recommendations surrounding any national and local health situations. This includes but is not limited to wearing masks if/when it is recommended to contain the spread of a virus or disease.