IT Helpdesk Specialist

We’re looking for a Helpdesk / IT Support Specialist I (Level 1) whose attitude, skills, and work ethic embody our mission: to provide a fantastic customer experience. You’ll be the first point of contact for internal IT support-answering calls, responding to tickets, and helping employees quickly resolve common day-to-day technology issues. When issues require deeper expertise, you’ll triage and escalate with clear documentation so the next team member can take it from there. We’ll provide training, support, and a work environment to help you succeed. CTI employees are known as customer-focused problem-solvers who can get the job done-and do it with a great attitude.

What you’ll do (Responsibilities) These responsibilities give an idea-not a full picture-of what you’ll do, as we work to embrace and capitalize on our employees’ strengths:

• Deliver a fantastic support experience: Be friendly, professional, and responsive-keep users informed and follow through to closure.
• Triage & ticket management: Log, prioritize, update, and resolve tickets; route/escalate issues appropriately with strong notes and troubleshooting steps.
• Phone & walk-up support: Answer helpdesk calls, ask the right questions, and guide employees through solutions in a calm, clear way.
• Troubleshoot common end-user issues: Windows/macOS basics, Microsoft 365 apps, email/Teams, password/login issues, Wi-Fi connectivity, and general “something isn’t working” problems.
• Hardware & peripherals support: Printers, monitors/docks, webcams/headsets, keyboard/mouse, mobile devices, and conference room basics as needed.
• User onboarding support (as needed): Assist with new-hire setup and equipment handoff during large onboarding events.
• Documentation: Create/update quick guides and knowledge articles so common issues are solved faster next time.
• Other tasks as assigned

At CTI, our biggest asset is our people, and we know that sometimes the most awesome employees don’t fit the typical mold. If you are hardworking, friendly, and know the importance of fantastic customer service, you could be a good fit at CTI. We have developed a collaborative and lively working environment, where the best and the brightest technology experts show up to work each day ready to have fun and employ their passion for and knowledge of technology in everything they do. This creative atmosphere helps us apply and share our skills with our clients, who seek quality, high-end AV and Conference Solutions., * You are willing to fearlessly embrace company culture.

• You can work independently with minimal guidance (and aren’t afraid to ask the right questions when you need help).
• You have strong verbal and written communication skills and can be the face of our company to our clients and internal teams., * 1+ year of experience in an IT helpdesk or customer-facing technical support role (or equivalent experience)
• High school diploma or equivalent
• Ability to pass background checks
• Able to travel 10-15% of the time (as needed)
• Strong customer service mindset with excellent communication skills

At CTI, we know our company’s success is directly correlated to the success of our employees. So it is fitting that we thrive on and encourage employee growth, both professionally and personally. Our competitive compensation package includes:

• A competitive base salary (DOE)
• Employer-matched medical and dental insurance (available after 60 days of employment)
• Employer-matched 401K up to 3% (after 6 months of employment)
• Bonus eligibility based on a results-oriented incentive plan (after 6 months of employment)
• A graduated PTO program, all major holidays off, and three floating holidays available upon the first day of employment
• Special gifts for significant life events, such as marriage, the birth of a child, and buying a home
• Cell phone reimbursement plan
• Long and short term disability 100% paid by CTI

CTI has been a leading AV provider for over 30 years. Since we began in 1988, our mission has been simple: to provide a fantastic customer experience.