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Support Desk Administrator (Desktop/Client Support)

Company: CTI Technology
Location: Elgin
Posted on: October 18, 2020

Job Description:

Local Work-From-HomeTelecommuting available Must be able to drive to client sites 1-2 days per wk The Support Desk Administrator role is a customer facing critical operations role. The individual must possess CTI core values of Integrity, Loyalty, Work Ethic, Progressive, Positivity, as well as a high technical skill. This day to day role will include assisting end users in all areas of need, while identifying areas of improvement, risks, and problematic issues. They will work one on one with our clients to deliver state of the art world class service. Basic Functions Install, configure, and migrate client line of business applications and hardware. Install, configure, and troubleshoot all Microsoft related technologies Windows Operating Systems, Office, etc. Provide detailed resolution notes and accurate time reporting in PSA (ConnectWise or AutoTask). Follow up with users to ensure the problem has been resolved and verify the quality of work meets CTI standards Contact software and hardware vendors to request service regarding defective products, to get software patches, or resolve user issues Install and configure disaster recovery solutions Deployment of NOC-provided RMM tools and solutions Document maintenance for all computer systems and network infrastructure post installation Train customers on use of any new technologies introduced Communication with customers as required keeping them informed of incident progress, notifying them of impending changes or agreed outages Additional Duties and Responsibilities Escalate project issues that cannot be completed within agreed timeframes Continuous progression throughout career to remain up-to-date with current and emerging technologies. Including but not limited to The review of IT publications and online materials Attend regular training courses Obtain industry-recognized certifications Document internal processes and procedures related to duties and responsibilities. Responsible for entering time, highly detailed notes, and expenses in the PSA tool as they occur Understand processes in the PSA tool by completing assigned training materials Enter work as charge codes, activities or service tickets in the PSA tool Attend staff meetings as required Knowledge, Skills andor Abilities Required Professional IT Certifications, such as A+, Security+, Microsoft MCP, and similar are highly desired Advanced understanding of Windows 10, including registry, security, and stack operations. Base understanding of Ubuntu, Mac OSX operating systems Advanced understanding of LOB business applications, including ERP, CRM, SQL, and Financials Basic Scripting knowledge including PowerShell Python is highly beneficial Diagnostic and problem-solving skills Business awareness specific knowledge of the customer and how IT relates to their business strategy and goals Service awareness of all organizationrsquos key IT services for which support is being provided Understanding of MSPMSSP support tools, techniques and how technology is used to provide IT services Proficient with general office applications Strong organizational, presentational and customer service skills. Strong in preparing written communications and materials Interpersonal skills such as telephony skills, communication skills, active listening and customer care Ability to multi-task and adapt to changes quickly Ability to work in a team and communicate effectively Ability to cable and punch effectively, and orderly Typing skills to ensure quick and accurate data entry Self-motivated with the ability to work in a fast-moving environment Always displays CTI core values, as a representative of the company Special Requirements Position requires occasionally working outside of business hours (i.e. requires some late nights and weekends for the maintenance) Travel to different client sites may be required (Chicago and suburbs) Must have and maintain a valid driverrsquos license, with accessible vehicle during working hours Must have Smart Phone with sufficient cellular service, and be able to rotate on call Ability to lift up to 50 pounds unassisted Ability to kneel, bend, and twist in tight spaces (i.e. under desks) Ability to use a ladder safely Ability to type and work with computer equipment Ability to be on feet, for up to eight hours. Abide by the CTI Remote Work Policy EducationalVocationalPrevious Experience Recommendations 4+ years of IT experience BSBA in computer related field or 6 years of equivalent experience with certifications Professional IT Certification A+ or equivalent certification is required The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Benefits include 100 Paid Health Insurance WHO WE ARE Founded in 2004, CTI Technology is an experienced and trusted Managed IT Service Provider located in Elgin, Illinois. We build and maintain relationships with businesses ranging from 10 to 250 employees for over 1,500 headquarters, satellite offices, and locations across North America. We manage many different organizations while specializing in Healthcare, Legal, and Manufacturing. We have obtained our Health Insurance Portability and Accountability Act (HIPAA) Compliance Certification. This allows us to efficiently process security measures and educate our Healthcare clients on the proper regulations to protect health information (PHI). We focus on managing businesses IT Infrastructure and Cyber Security to protect their computers, servers, networks, and phone systems from any potential external unauthorized access or attacks. Cyber-attacks are becoming more sophisticated, and hackers are finding creative ways to access and steal data. We are continuously providing honest, educated, and thorough network assessments for all new and existing clients that will implement a proactive and strategic plan to protect data and is also designed to suitably reach each clientsrsquo specifications and budget. We also offer a 247 Help-Support Desk with highly trained technicians that take pride in delivering the best results to our clients. We have received many positive comments from our current clients expressing their appreciation and gratitude on the services they receive. We believe that educating clients on how to avoid a breach is one of the most critical factors in preventing unauthorized access from occurring and enforcing businesses to stay safe from intrusion. As trusted IT advisors, we provide excellent services to our clients by managing and maintaining all security measures and technology related to their operation. Our goal is to assist businesses in having a successful long-term outcome with the proper education and equipment for a smooth workflow that will increase their profitability while easing their minds knowing their systems are safely secured.SDL2017

Keywords: CTI Technology, Elgin , Support Desk Administrator (Desktop/Client Support), Other , Elgin, Illinois

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