Job Description
Description
We are seeking a reliable and proactive Help Desk Support Specialist to support our team of approximately 90 employees, including 20 in-office staff and 70 remote workers. This role is responsible for ensuring smooth IT operations by providing hands-on support in the office and remote assistance for distributed team members. Key responsibilities include maintaining the office network, supporting workstations and conference room technology, resolving day-to-day technical issues, and assisting in the implementation of security protocols and best practices.
- Functions and Responsibilities
- Act as the first point of contact for all IT support requests from both in-office and remote employees.
- Provide onsite technical support to in-office staff, including but not limited to troubleshooting issues with computers, printers, VoIP phones, and conference room A/V systems.
- Deliver remote technical support for offsite employees by resolving software, connectivity, and hardware-related issues.
- Monitor and maintain office networking infrastructure (Wi-Fi, switches, cabling) to ensure reliable connectivity.
- Set up and configure hardware and user accounts for new hires - onsite and remotely.
- Manage and document support tickets in a timely and organized manner.
- Assist with device inventory tracking, procurement, and asset lifecycle management.
- Ensure remote staff have secure, efficient access to necessary systems and tools.
- Collaborate with external vendors for specialized support or equipment servicing.
- Promote IT best practices and provide informal training or guidance to end users.
- Support the implementation of company security strategies, including:
- Enforcing multi-factor authentication (MFA) and strong password policies.
- Ensuring endpoint protection and security updates are properly deployed.
- Assisting with user access reviews and permission audits.
- Educating users on phishing risks and secure computing practices.
- Other duties may be added to support product and engineering teams as needed, for example, project management or software testing.
- Requirements
- 2+ years of experience in an IT support or help desk role, supporting both local and remote users.
- Experience with help desk ticketing systems (e.g., Zendesk) is preferred.
- Knowledge of remote desktop tools (e.g., TeamViewer, AnyDesk, or built-in OS tools) is preferred.
- Proficiency with Google Workspace, Microsoft 365, and collaboration tools such as Monday, Zoom, and Slack.
- Familiarity with networking concepts, including IP addressing, Wi-Fi setup, and VPNs.
- Familiarity with endpoint management tools (e.g., Intune, JAMF, or similar) is preferred.
- Strong troubleshooting skills for printers, workstations, and A/V conferencing systems.
- Excellent verbal and written communication skills.
- Highly organized and able to manage multiple priorities and support requests.
- Team-focused attitude with a strong sense of ownership and urgency.
- Awareness of cybersecurity practices, especially for remote work environments.
- Employment Details
- CT headquarters are located in Wheaton, Illinois
- Work Location: Onsite at our HQ office with hybrid flexibility
- Type: Full time, 37.5 hour workweek
- Classification: Salaried, Exempt FLSA status
- Benefits: CT offers a comprehensive benefits package - check out our careers page to learn more
Exact compensation may vary based on experience, skills, and location.
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