CCS is looking for a Level 1 Helpdesk Support Technician to join our onsite team at one of our clients in Oyster Bay, NY.  The right candidate should be customer-focused, a team player, and able to thrive in a busy environment.

The salary will be based on experience, $40,000 - $48,000 per year.

RESPONSIBILITIES

• Respond to and resolve support tickets related to hardware, software, and network problems.
• Provide support via phone, email, or remote desktop tools.
• Assist users with setting up accounts, passwords, and other software configurations.
• Diagnose and resolve basic network connectivity and system access issues.
• Guide users through troubleshooting steps for common issues like printers, email setup, and system performance.
• Document issues and solutions in a ticketing system for tracking and reporting purposes.
• Follow company procedures and guidelines for incident resolution and escalation.
• Escalate more complex issues to Level 2 or Level 3 support as needed.
• Perform routine maintenance tasks, such as system updates and backups.
• Ensure a positive and professional customer service experience for all end users.
• Assist with onboarding and offboarding of employees, including hardware and software setups.
• Maintain knowledge of current IT systems, tools, and troubleshooting methods.

QUALIFICATIONS

• 1–2 years of experience in IT support or customer service roles. Experience with help desk or technical support is a plus.
• Bachelor’s degree in information technology or related field preferred.
• Basic knowledge of computer hardware, software, and networking.
• Experience with Windows and/or Mac OS operating systems.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira).
• Basic knowledge of common office software (e.g., Microsoft Office, email clients).
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Strong communication skills, both verbal and written.
• Customer service-oriented with a patient and helpful attitude.
• Ability to troubleshoot and prioritize technical issues.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.

MEASUREMENTS

 Success in this role requires a strong work ethic, proactive initiative, and the necessary skills to provide outstanding end-user support to the client.  The ideal candidate should be dedicated to aligning with both company and client goals to deliver effective support across the client’s technological infrastructure.  The candidate must uphold a punctual routine while demonstrating flexibility to work offset or extended hours as needed to support critical services and provide after-hours assistance for client initiatives.

The evaluation criteria for this individual include, but are not limited to, the following Key Performance Indicators (KPIs):

Delivering exceptional end-user technical support, providing outstanding customer service, and fostering positive relationships with users while maintaining satisfaction ratings above 90%.

• Maintaining consistent punctuality and regular attendance as required by the client.
• Demonstrating professionalism through interactions, communication, and appearance.
• Demonstrating proficiency in creating and maintaining clear, comprehensive documentation for processes and procedures.
• Demonstrating the ability to prioritize tickets based on urgency, maintain a strong Average Resolution Time (ART), and ensure clear, consistent communication with the end user throughout the ticket resolution process.
• Demonstrating a willingness to learn and stay up to date with industry trends and advancements.