IT Support Technician

Why Guide Star? Guide Star is an IT managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for small and medium size business, internet service providers, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc. which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Come join our team of engineers and experts that guide our customers toward the right choices to future-proof their network for years to come. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employee’s hard work and determination and REWARD results all while having fun!

Our mission is innovating tomorrow’s solutions today.

We are seeking an IT Support Technician to provide end-user support for customer devices and IT services. This includes managing PC setups, PC deployment, hardware inventory, software deployment, hardware troubleshooting, and ensuring all customer required security software is installed and protocols are followed. You will utilize a variety of cloud-based tools for support and documentation of work.

Responsibilities

• Represent Guide Star and provide exemplary customer services for Upper Michigan and Northeast Wisconsin.
• Travel, as necessary, to customer locations to complete IT support tasks.
• Provide remote and onsite helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the Guide Star helpdesk, ensuring Service Level Agreements are met.
• Monitor for tickets assigned to the queue, triage, and process first-in first-out based on priority.
• Utilize and understand customer security applications ensuring strong cyber security support for all customer devices.
• Document internal procedures and processes.
• Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs.
• Maintain inventory and monitor health of managed equipment and software with remote management software.
• Manage software deployment for customers using best practices and/or customer standards.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Perform timely workstation hardware and software upgrades as required.
• Participate in SCRUM project planning for project-based support.
• Ensure confidentiality of company and customer information.
• Perform other duties as assigned by management.

Qualifications

• Associate’s or bachelor’s degree in IT or Computer Science is preferred.
• 2+ years of IT Helpdesk or equivalent experience is required.
• Experience utilizing and troubleshooting Microsoft Office desktop and O365 web-based applications.
• Must have experience with MS Windows Desktop and Server environments.
• Knowledge of security applications such as data backup, malware protection, VPN applications, and host-based firewalls is required.
• Experience troubleshooting and maintaining standard office applications, mapping, troubleshooting of printers, and other basic office automation issues.
• Experience with data backup solutions and software.
• Ability to research and learn about unfamiliar hardware, applications, or platforms to provide service and support for customer needs.
• Must have excellent customer service skills and the ability to exercise judgment, initiative, and tact in dealing with executives, department/branch supervisors, staff and outside vendors and maintain a high satisfaction rate.
• Strong written and verbal communications skills.
• Self-motivated and able to excel in a collaborative structured environment.
• Must be extremely organized, can handle sudden priority shifts, switch tasks easily without gaps in productivity, and maintain an understanding attitude.
• Ability to work independently as required.
• Leadership with skills to positively influence others, collaborate with teammates, communicate on the level of others, listen, and understand people in circumstances common in the workplace.
• The ability to embrace corporate values, understands the company mission, and exemplifies CCI leadership behaviors.

Shift is full time Monday-Friday between the hours of 7:00 am-5:00 pm CST with some flexibility. Must be willing and able to work outside normal business hours as necessary.

Additional Information:

• Potential for growth within a 3-tier leveling system, and beyond!
• Performance-based quarterly bonuses offered!
• This position will service the Upper Peninsula and Northeast Wisconsin; must be local.
• Must have a valid driver's license and acceptable driving record.
• Approximately 75% local travel.
• Mileage reimbursement provided.