IT Help Desk Technician
Consumer Cellular, Inc. is a wireless provider focused on serving Americans aged 50 and older. The IT Help Desk Technician will provide technical support and services to ensure the stability and performance of the company's infrastructure and systems, assisting users both onsite and remotely.
Responsibilities
- Monitor and respond quickly, effectively, and professionally to requests and issues, partnering as needed with other IT team members
- Work independently to stay on task, prioritize urgent issues, and send communications to the necessary parties
- 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
- 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
- Ensure that each workstation in the facility has a working computer, monitor, keyboard, mouse, phone, and any additional specialized equipment
- 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
- Perform assigned activities and tasks on schedule following IT standard processes and procedures
- Produce activity reports as needed
- Periodically learn new technical skills on the job, and attend relevant training throughout the calendar year
Skills
- Associates or Bachelor's degree in Computer Science preferred
- Microsoft Office (Word, Outlook, Excel) and/or Microsoft 365 experience
- Ability to complete basic desktop and laptop PC/Mac troubleshooting, including new set up and swapping out cables, RAM, and peripherals
- Basic knowledge of printer set up and troubleshooting
- Familiarity with JAMF, Macs and PowerShell is a plus
- Familiarity with Microsoft Windows Command-Line, and task automation
- Active Directory and Group Policy familiarity
- Web Browser Configuration Experience: Internet Explorer, Edge, Chrome, Firefox, Safari, etc
- Familiarity with Server and Network terminology
- PC and/or Mac imaging, configuration, and repair experience
- 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
- Maintain CCI Core Values when performing job functions and when interacting with CCI staff and partners
- Ability to work remotely and onsite with equal effectiveness
- Occasional after-hours work required
Benefits
- Competitive base pay with potential for shift differential, overtime and bonus pay
- Medical insurance (98% company-paid for full-time employee only coverage)
- Dental and Vision insurance (100% company-paid for full-time employee only coverage)
- 401(k) company match of 100% up to 6% of your pay
- Discounted Consumer Cellular wireless phone plan for employees
- Paid Time Off (PTO) available following a 30-day waiting period*
- 6 company-paid holidays plus 16 hours of floating holiday accrual per year
- Flexible Spending Accounts (FSA) for health care and dependent care expenses
- Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
- Long-Term Disability insurance (100% company-paid)
- Employee Assistance Program (100% company-paid)
- Education reimbursement
- Employee rewards program
Company Overview