IT Support Tech I

CTI III LLC • Folsom, CA

21h • $50,000 - $73,000 • 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. This role 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. The IT Support Technician I will respond to and complete IT support requests in a timely manner. This role will 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. This role will setup and administer building access badges, alarm codes, workstations, Apple iPhones, and other cellular devices. The IT Support Technician I will triage basic security incidents. This role will document end user and internal KBs. The IT Support Technician I will travel to other local company facilities, as needed, to provide on-site IT support and assist with technology-related needs. This role 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.
• Strong customer service skills, including patience, empathy, and an appropriate sense of urgency with internal/external stakeholders.
• Strong problem-solving, troubleshooting, and analytical skills.
• 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 a comprehensive benefits package, including medical, dental, vision, life insurance, critical illness, identity protection, cancer coverage, short-term disability, pet insurance, and a 401(k) retirement plan.
• 3 weeks of paid vacation.
• 8 paid holidays, plus the week between December 25 and January 1 off with pay.
• 12 weeks of paid maternity and disability leave / 2 weeks of paid paternity leave.

What This Job Offers

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