IT Support Tech I

Cti Iii • Folsom, CA

5d • Hybrid

About The Position

The IT Support Technician I is responsible for providing first level IT support and customer service in a timely manner. This role will install, test, upgrade, troubleshoot, and repair computer systems, software, and peripherals. The IT Support Technician I will provide first level hardware and software support to local and remote users using documented procedures and available tools. They will troubleshoot basic PC, PC peripheral problems, network connectivity issues, telephony equipment, perform voicemail password resets, voicemail mailbox resets, cabling, and name changes, Teams, Zoom, etc. This role will respond to and complete IT support requests in a timely manner, and process onboarding and termination requests according to ISMS policy. The IT Support Technician I is responsible for understanding and complying with all IT policies, procedures, and processes relating to job duties. They will set up and administer building access badges, alarm codes, workstations, Apple iPhones, and other cellular devices. This role will triage basic security incidents and document end user and internal KBs. The IT Support Technician I may travel to other local company facilities, as needed, to provide on-site IT support and assist with technology-related needs. They will serve as a point of contact for facilities-related matters, proactively identifying maintenance or operational needs and coordinating with internal stakeholders, property management, and outside vendors as appropriate. Additional duties and responsibilities as assigned.

Requirements

• Ability to work both independently and collaboratively within a team.
• Proven ability to thrive in a fast-paced, entrepreneurial environment, working effectively with minimal supervision, whether onsite, in a hybrid setting or fully remote.
• Excellent written and verbal communication skills.
• Highly organized and detail oriented with the ability to prioritize, plan, and organize activities.
• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.
• Ability to provide excellent customer service, including patience, a friendly attitude, empathy towards internal/external stakeholders, and with the appropriate sense of urgency.
• Strong problem solving and troubleshooting skills.
• Strong analytical skills and reasoning abilities.
• Flexible and adaptable, willing to evolve and meet changing organizational needs.
• Capable of handling sensitive data with confidentiality and discretion.
• Ability to recognize when an incident needs to be escalated.
• This role has access to sensitive information and is expected to adhere to all CTI, ISO 27001 and SOC2 policies.
• A willingness to learn and adapt to CTI’s study process, quality control requirements, and management expectations.

Nice To Haves

• Associate’s degree in an IT related field preferred, but not required.
• 2+ years’ technical support experience preferred.
• Relevant technical training and/or certifications (e.g., Microsoft, A+, etc.) a plus.

Responsibilities

• Provide first level hardware and software support to local and remote users using documented procedures and available tools.
• Troubleshoot basic PC, PC peripheral problems, network connectivity issues, telephony equipment, perform voicemail password resets, voicemail mailbox resets, cabling, and name changes, Teams, Zoom, etc.
• Respond to and complete IT support requests in a timely manner.
• Process onboarding and termination requests according to ISMS policy.
• Responsible for understanding and complying with all IT policies, procedures, and processes relating to job duties.
• Setup and administer building access badges, alarm codes, workstations, Apple iPhones, and other cellular devices.
• Triage basic security incidents.
• Document end user and internal KBs.
• Travel to other local company facilities, as needed, to provide on-site IT support and assist with technology-related needs.
• Serve as a point of contact for facilities-related matters, proactively identifying maintenance or operational needs and coordinating with internal stakeholders, property management, and outside vendors as appropriate.
• Additional duties and responsibilities as assigned.

Benefits

• Competitive compensation and benefit packages including medical, dental, vision, life insurance, short term disability, identity protection and 401(k) retirement plan.
• This position is also eligible for performance based sales incentive compensation.
• 3 weeks paid vacation.
• 8 paid holidays and week between 12/25-1/1 off with pay.
• 12 weeks paid maternity and disability leave / 2 weeks paid paternity leave.
• Position may be eligible for one remote workday per week following successful completion of the 90-day introductory period, based on business needs and subject to manager approval.
• Our supportive team will work with you to develop and support your career goals.
• Be part of a knowledgeable, growing, high-achieving and fun team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree