OVERVIEW

Custom Computer Specialists is looking to hire a Helpdesk Support Technician – Level I to be an integral part of our Onsite Services Team whose function is to provide full time, on-site, end user support for client near Hampton Connecticut.  Custom is looking for an individual who will contribute to Custom’s overall success by providing exceptional client support with high levels of satisfaction in a technically diverse environment. 

Salary: $40,000- $48,000

RESPONSIBILITIES

• Providing premium, white-glove deskside support to client end users.
• Providing support to other Custom Computer divisions, including Managed Services and Project Services, as needed.
• Oversee and maintain the ticketing system to ensure efficiency and organization.
• Manage inbound tickets from initiation to resolution, ensuring timely and effective support.
• Provide in-person support for end-user devices, including computers, printers, fax machines, and other peripherals.
• Provide end-user training as needed.
• Ensure reliable network access and connectivity by providing support and troubleshooting as needed.
• Troubleshoot and resolve issues with faulty operating systems and applications.
• Provide support for A/V systems and Webex meeting technologies.
• Manage and implement Active Directory changes, ensuring accurate user access and security configurations.
• Maintaining knowledge of current IT technologies and trends.
• Provide support for client applications, including Microsoft Office, web browsers, Google Apps, antivirus software, and other proprietary applications and systems.
• Provide support for client-provided end-user mobile phone applications, ensuring functionality and usability.
• Perform additional job-related duties as assigned, demonstrating flexibility and adaptability to support business needs.

QUALIFICATIONS

• Effective communication skills, both verbal and written with emphasis on timely response.
• Ability to communicate technical information clearly and concisely to both technical and non-technical users.
• Ability to provide excellent customer service and build positive relationships with users.
• Possession of strong organizational skills.
• Possession of relevant industry certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft certifications) preferred.
• In-depth knowledge of desktop hardware components and peripherals.
• Experience with various operating systems (Windows, macOS, etc.) and their administration.
• Possess experience with industry-standard applications, including Microsoft Office Suite, various web browsers, antivirus software, and other essential tools.
• Experience with administering Active Directory.
• Ability to diagnose and resolve complex hardware and software issues, including those involving networking, operating systems, and applications.
• Knowledge of network protocols, configurations, and troubleshooting.
• Experience with network devices (routers, switches, firewalls).
• Understanding basic security concepts and practices.
• Ability to manage difficult situations professionally.
• Ability to work both independently and collaboratively as part of a team.
• Ability to effectively manage time in a multitasking environment, ensuring efficiency and productivity.
• Strong attention to detail, ensuring accuracy and precision in all tasks.
• Preferred: 1-2 years of experience providing in-person support for end-user hardware, operating systems, and applications.
• Ability to lift and move equipment weighing up to 50 lbs. independently.
• Capability to transport equipment between floors and outlying buildings as needed.
• Must have reliable transportation to support on-site duties and client needs.
• Ability to provide on-site support during the client’s working hours (8:00 AM – 4:30 PM), five days a week.
• Ability and willingness to provide after-hours technical assistance to support critical services.
• Ability and willingness to provide after-hours technical assistance to support meetings.
• Ability and willingness to represent the Custom Computer brand as outlined in the company handbook by maintaining professional dress, hygiene, and workplace etiquette.

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.