IT Support Technician

BUSINESS UNIT: Orbit

FUNCTION: Managed Services

REPORTS TO: Service Delivery Manager

CLASSIFICATION: Non-Exempt

LOCATION: Cedar Rapids, IA

EDUCATION: Industry-standard technology certifications

EXPERIENCE: 3-5 Years experience preferred

Who We Are Looking For

CCR builds and delivers innovative technology solutions and products for partners local and across the globe.

We are searching for a highly-motivated, dedicated, and experienced team member who understands the importance of business relationships to deliver our vision. Who has the ability to adjust quickly to changing conditions, relishes tackling challenges in a fast-paced environment, and delivers results with confidence, collaboration, and determination.

Our ideal candidate thrives in an innovative and agile environment, is a go-getter who works collaboratively and partners across matrixed teams to plan, implement and support our technology by developing strong relationships. This role will provide superior customer service by resolving technical issues through participating in a wide variety of technical support duties by identifying, troubleshooting, and resolving or escalating customer issues or requests.

What You’ll Accomplish and Experience

• Develop and maintain strong relationships with customers by making their needs a primary focus.
• Respond to telephone calls, emails and tickets with professionalism and courtesy within established response guidelines.
• Instruct users on appropriate action regarding solutions to problems and maintenance through excellent written and oral communication skills.
• Use and maintain tools and documentation (knowledge base, FAQs, WIKI, etc.).
• Diagnose and troubleshoot equipment, hardware, network, and software-related issues in a timely manner. 
• Research, document and resolve issues to meet SLA requirements and escalate if necessary.
• Maintain familiarity with all products and services offered.
• Remain current with changing technology as it relates to customer support.
• Follow appropriate workflow and time management while maintaining customer focus in all activities while providing high-quality customer service.
• Maintain ownership and follow through on all customer issues until those issues are resolved.
• Responsible for entering time and expenses in CCR systems as it occurs and submitting them for approval by the designated deadline.
• Provide additional shift coverage when required.
• Generate creative solutions and approaches to issues and organizational processes.
• Manage performance to achieve expected results.
• Exemplify and promote CCR values.
• Actively demonstrate reliability by maintaining a consistent work schedule.
• Required to carry on-call responsibilities on rotating basis which may include occasional holidays.
• Perform other duties as assigned.

Desirable Previous Experience

• CompTIA A and Security certifications or comparable operational skills preferred.
• CompTIA Network , Microsoft certification or comparable skills are required.
• Advanced experience in desktop support of complex issues.
• Advanced understanding of DNS, DHCP, TCP/IP, printers, drivers, network connectivity, etc.
• Advanced experience supporting and troubleshooting network infrastructure Firewalls, NTP, LDAP, SSL, VPN, etc.
• Advanced understanding of routing and switching.
• Advanced experience with Kaseya VSA or similar remote management, asset management, AV agents, monitoring status of managed servers or workstations.
• Advanced understanding of Microsoft Exchange, Active Directory, SQL, SharePoint, Microsoft .
• VMWare certifications, including VSphere, or comparable skills are preferred.
• Passion for helping people and creating a positive customer experience.
• Excellent written and verbal communication skills with professional demeanor.
• Strong diagnostic and problem solving skills.
• Dedicated customer service and support.
• Strong organizational and prioritizing skills in order to meet SLA’s and KPI’s.
• Strong troubleshooting capabilities with the ability to define problems, collect data, establish facts and solve practical problems in a timely manner.
• Ability to apply operational level of subject matter knowledge to solve a variety of common IT and business issues.
• Ability to work in a fast paced environment.
• Demonstrate leading support and enthusiasm for change and innovation.
• Ability to identify and understand issues, problems and opportunities even with limited information, and make appropriate and timely decisions.
• Thorough and resourceful in completing tasks independently.

Why CCR

CCR is a privately held corporation that was founded in 1986 that provides technology services to large and small businesses nation-wide from our location in Cedar Rapids, IA. Our achievements include:

• Top quartile revenue growth for each of the last 5 years as per the worldwide Service Leadership Index® precision benchmark.
• Nationally recognized as “Great Place to Work” – 6 years in a row
• 10-years consecutively listed on Inc. 5000 - Fastest Growing Privately Owned Companies in America
• 7-year consecutive top 100 listing on MSPMentor 501 internationally
• Nationally awarded Platinum HIRE Vets Medallion (2021 and 2020)
• Finalist or Winner from Technology Association of Iowa for the following:
  • IT Service Provider of the Year (2021, 2020, 2019, 2018, 2017, 2016, 2014, 2013)
  • Top Growth Company of the Year (2017)
  • Best User of Technology (2015)
  • Technology company of the year (2015, 2014, 2013)

Learn more about CCR and our values: https://ccr.net/about-us/

CCR offers a unique work-life balance and environment. Our competitive benefits package includes free daily lunch for employees, gym membership reimbursement, health, dental, and vision insurance, paid time off and paid holidays, a 401k program, quarterly profit sharing, short & long term disability and life insurance and lots of development opportunities to help you grow your professional career.

Learn about our culture: http://reviews.greatplacetowork.com/circle-computer-resources-inc.