IT Support Technician

Job Description

Job Description

Why Guide Star?  Guide Star is a managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for medium to large size businesses, MDU, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc., which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employees’ hard work and determination and REWARD results all while having fun! Our mission is to make life better by connecting people through innovative communication systems.

We are seeking   an IT Support Technician who plays a key role in supporting customers by managing device setup, software rollout, and troubleshooting hardware. They ensure every system meets required security standards and follows established protocols. This position uses a variety of cloud‑based tools to provide efficient support and maintain accurate documentation. 

This is a high‑impact, customer‑facing role that blends relationship management, technical and product acumen, operational discipline, and strategic account planning.

Responsibilities

• Provide remote/onsite helpdesk support and resolve problems to the end user’s satisfaction. 
• Monitor and respond quickly and effectively to requests received through the Guide Star helpdesk, ensuring Service Level Agreements are met. 
• Monitor service desk for tickets assigned to the queue, triage, and process first-in first-out based on priority. 
• Utilize and understand customer security applications ensuring strong cybersecurity support for all customer devices. 
• Document internal procedures and processes. 
• Assist with the onboarding of new customers and employees. 
• Install, upgrade, test, or configure workstations, peripheral equipment, and software to support customer needs. 
• Maintain inventory and monitor health of managed equipment and software, with remote management software. 
• Manage software deployment for customers using the best practices and/or customer standards. 
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. 
• Perform timely workstation hardware and software upgrades as required. 
• Participate in SCRUM project planning for project-based support. 
• Build on your personal knowledge base through continued education and training. 
• Ensure confidentiality of company and customer information. 
• Perform other duties as assigned by the management. 

Skills

• 1-2+ years of IT Helpdesk or equivalent experience. 
• Associate or bachelor’s degree in IT or Computer Science preferred.
• Experience utilizing and troubleshooting Microsoft Office desktop and Microsoft 365 web-based applications. 
• Must have experience with MS Windows Desktop and Server environments. 
• Knowledge of security applications such as data backup, malware protection, virtual private network (VPN) applications, and host-based firewalls. 
• Experience troubleshooting and maintaining standard office applications, mapping, troubleshooting of printers, and other basic office automation issues. 
• Experience with data backup solutions and software. 
• Ability to research and learn about unfamiliar hardware, applications, or platforms to provide service and support for customer needs. 
• Must have excellent customer service skills and the ability to exercise judgment, initiative, and tact in dealing with executives, department/branch supervisors, staff, and outside vendors and maintain a high satisfaction rate. 
• Strong written and verbal communications skills. 
• Self-motivated and able to excel in a collaborative structured environment. 
• Adept at managing unexpected changes in priorities, seamlessly transitioning between tasks without productivity gaps, all while maintaining a flexible and understanding demeanor.    
• Ability to work independently as required. 
• The ability to embrace corporate values, understand the company's mission, and exemplify CCI leadership behaviors. 

Shift is flexible, Monday-Friday between the hours of 8:00 am to 5:00 pm CST but must be able to work outside normal business hours when required.

Additional Information

• Must be willing to be part of an on-call rotation for 24-hour support.