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. A CTSi Technician plays an important role in making sure this happens.

Position Summary

The L1/L2 Technician Provides technical support, management, and implementation services for customers and internal technology in a way that fully reflects CTSi core values and focus, provides an ongoing, positive, and consistent experience for the client, and results in high-level customer satisfaction and retention.

CTSi embraces a very human and relational approach to how we work and support each other as a team and how we interact with our customers. Any role at CTSi is based on this foundation. This is not a position for someone who prefers to work alone with the reduced team and customer interaction. Instead, the customer experience is the number one focus of a technician, and that involves knowing when and how to communicate with customers and team members. A technician at CTSi must understand how to both engage with technical resources to fully communicate and arrive at solutions while sensitively (without “geek-speak”) communicating with understanding and confidence to address a customer’s technical needs.

General Responsibilities

At a high level, a L1/L2 Technician’s role is to assist in the following:

• Respond to requests for technical assistance via email, phone, remote system connection, or in-person. May include handling initial, 1st tier helpdesk support requests, creating tickets, and dispatching CTSi technical resources (occasionally share Helpdesk Admin role).
• Troubleshoot, diagnose, and resolve technical hardware and software issues.
• Limited hardware repair work may be required. Includes documentation of issue resolution.
• Handling requests for setting up new or terminating existing Users, systems, mobile devices, or printing/scanning devices.
• Implement new and/or upgrade existing technology via assigned projects (i.e., installing workstations, peripherals, and mobile devices. Assisting with installation of servers, networks, structured cabling, etc.).
• Assist with customer learning of CTSi implemented technology solutions.
• Research technical solutions that match provided specifications and requirements.
• Log time, details, and interactions with clients in the CTSi ticketing system in real-time.
• Document and maintain documentation on client’s and CTSi’s technology via appropriate CTSi documentation tools and systems.
• Work with CTSi management on ongoing technical knowledge growth, learning, and certifications (per personal growth plan).
• Participate in staff and department meetings.
• Support and maintain the core principles of the organization.

Reports To

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

Job Requirements

• A deep desire to deliver an amazing customer experience.
• Self-driven and able to work both independently (with strong accountability) and proactively in a team environment.
• Ability to speak both “Geek” AND human — and tailor to the appropriate contacts.
• Ability to be a calming and polite presence with customers, teammates, and vendors in frustrating, tense, and stressful situations.
• Excellent people, customer service, and communication skills (verbal and written).
• Results mindset and big-picture oriented amid details (able to see the forest for the trees). Able to prioritize (and re-prioritize) to meet deadlines and expectations.
• Detail-oriented and able to follow documented procedures with discipline and consistency.
• Excellent analytical, troubleshooting, and technical research skills.
• Natural interest, inclination, and desire to keep knowledge current in related technical areas and learn new technologies.
• IT-related Associates degree and/or 1-3 years in direct end-user support or related technical role.
• Proficiency in Windows and macOS desktop and Microsoft Office app suite.
• Working experience with installing, upgrading, and supporting/ troubleshooting computer hardware (workstations, POS, printers, etc.), mobility (smartphones and tablets), software, cloud solutions, IP telephony, and network devices (routers/firewalls, switches, wireless access points).
• Flexibility and willingness to assist with emergency technical support issues after normal daytime business hours and share in weekend and/or holiday on-call status and support. Occasionally scheduled project work may be required for weekday evenings and weekends.
• Must have active driver’s license, insurance, reliable vehicle, and be able to travel onsite to customer locations.
• Must be physically able to lift/move equipment (reasonable accommodations may be made for individuals with disabilities).

Good to Have

• Working experience with structured cabling and basic mechanical construction knowledge.
• Basic Windows server, NAS device, and network understanding and experience.
• Active Directory. Azure and Directory Services understanding and experience.
• General infrastructure (domain, TCP/IP, DHCP, DNS) understanding and experience.
• Email server, Exchange Server, Office 365 Admin, Google G Suite Admin understanding and experience.
• Working knowledge/experience with industry PSA/Ticketing systems and RMM tools.
• Technical certifications.

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.