IT Support Analyst I

• Serves as point of contact for users in acknowledging and recording problems with the systems, desktop, applications and network.
• Records end user calls for assistance to facilitate understanding in resolving customer problems.
• Diagnoses the cause of the problem using a variety of software tools including cloud applications; initiates corrective actions where appropriate.
• Performs desktop support tasks, such as installation, maintenance of user applications and troubleshooting including OS imaging and testing.
• Refers unresolved problems to appropriate technical personnel or immediate manager.
• Answers inquiries about network capabilities and resolves questions referred from more junior Help Desk Technicians.
• Performs preventative maintenance on equipment and workstations to extend their useful life.
• Provides vendor communications as needed.
• May provide advice, training, and guidance/documentation to other Help Desk technicians, as required.

• Possess a High School Diploma plus 2+ years of experience equivalent.
• Have some experience in customer service in the computing environment.
• Demonstrate knowledge with operating a tele-management workstation and an ability to use a variety of automated diagnostic tools for network troubleshooting.
• Have experience in Microsoft Operation System and application environment.

Preferred Qualifications:

• A+ certification/Helpdesk certification or equivalent
• Direct experience in IT department as a helpdesk technician

Why CTC?

• Our teams at CTC are passionate and thrive on collaboration in a team environment.

• When we encounter a difficult problem, we have a variety of talented and diverse employees that work together to solve the toughest challenges.

• Competitive salary and benefits package.

• Although our work at CTC is extremely important, we also recognize the need for our employees to maintain a proper mix of work and personal life.