Help Desk Level 1

Company Overview: 

CW Resources is a national non-profit organization dedicated to creating an inclusive society where individuals with disabilities and those facing economic challenges have access to meaningful vocational training and are empowered as valued employees. We are committed to providing exceptional employment opportunities with flexible hours, comprehensive benefits, and a mission-driven focus.

• Provide prompt support to end-users by handling incoming Help Desk tickets and attempting to resolve issues on first contact. Escalate complex problems to appropriate team members if necessary.
• Provide first-line technical support to end-users regarding Office 365 products, hardware, software, and network-related issues.
• Diagnose and resolve technical issues by utilizing available resources, troubleshooting techniques, and expert knowledge.
• Prioritize and manage support tickets through the Help Desk ticketing system, ensuring timely resolution within established SLAs.
• Collaborate with cross-functional teams to escalate and resolve complex technical problems that require specialized expertise.
• Document detailed information about issues and their resolutions accurately and comprehensively.
• Assist in creating and maintaining knowledge base articles to facilitate self-service troubleshooting for users.
• Participate in onboarding and training initiatives to ensure users are equipped to utilize Office 365 products effectively.
• Keep up-to-date with industry trends, best practices, and new features of Office 365 products to provide proactive support and recommendations.
• Contribute to process improvements within the IT support function to enhance efficiency and user satisfaction
• Provide exceptional customer service to end-users, addressing their issues and concerns promptly. 
• Strive to enhance the overall user experience and satisfaction.
• Adhere to company policies, security standards, and industry regulations related to day-to-day operations.
• Foster a collaborative working environment by establishing good working relationships with team members, customers, and other IT professionals.
• Effective communication is crucial for successful team work and support.
• Stay updated on industry trends, advancements in networking technologies, and relevant certifications. 
• Be proactive in suggesting improvements to enhance System performance and security.
• Efficiently manage time, prioritize tasks, and meet required deadlines.  

Required Skills:

• Network Troubleshooting: Strong problem-solving skills to assist, diagnose and resolve complex network issues, ensuring minimal downtime and disruptions. 
• Network Security: Knowledge of network security principles and hands-on experience implementing security measures to protect against unauthorized access and cyber threats. 
• Technical Documentation: Skill in maintaining accurate and detailed network documentation, including diagrams, configurations, and policies. 
• Help Desk Support: Capability to provide prompt and effective support to end-users, addressing network-related queries and issues. 
• System Configurations: Ability to work with IT teams to configure and maintain computer systems, applications, and network devices.
• Networking Protocols: In-depth understanding of networking protocols, including TCP/IP, DNS, DHCP, VPN, and others. 
• Network Equipment: Knowledge of routers, switches, firewalls, access points, and load balancers, and their functionalities. 
• Network Security Technologies: Understanding of VPN, SSL/TLS, IPsec, and other encryption methods for secure data transmission. 
• Network Operating Systems: Familiarity with network operating systems like Cisco IOS, Fortinet, HP, or others. 
• Network Backup and Disaster Recovery: Knowledge of network backup solutions and disaster recovery planning to ensure data continuity. 
• Virtualization and Cloud Networking: Understanding of virtualization technologies and cloud networking concepts. 
• Network Access Control: Knowledge of Network Access Control (NAC) technologies to regulate network access. 
• Problem Solving: Capacity to troubleshoot and resolve network issues promptly and efficiently. 
• Adaptability: Ability to adapt to evolving technology trends and learn new tools and techniques. 
• Collaboration: Skill in working collaboratively with IT teams and stakeholders to achieve common goals. 
• Time Management: Ability to manage time effectively and prioritize tasks to meet deadlines. 
• Attention to Detail: A meticulous approach to network configurations, security settings, and documentation. 
• Customer Service: Focus on providing exceptional support and service to end-users. 
• Analytical Thinking: Ability to analyze network data and performance metrics to identify areas for improvement. 

Educational Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field is preferred. 
• An equivalent combination of relevant certifications and work experience may also be considered.
• Relevant certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent, are a plus.

Experience Requirements: 

• A minimum of four (4) years of experience in IT Help Desk, Office 365 product support
• Proven experience in providing technical support in an IT Help Desk environment.
• Proficiency in troubleshooting Office 365 products including Microsoft Word, Excel, Outlook, SharePoint, Teams, Forms, PowerPoint, and OneDrive.
• Working knowledge of systems hardware, printers, scanners, Mobile devices with MDM, and other peripheral devices
• Exchange / Office 365 Support and understanding of Active Directory to create or properly remove end-users.
• Familiarity with Help Desk ticketing systems (i.e. HelpSpot ticketing system) and experience in managing support requests according to SLAs.
• Strong communication skills, both written and verbal, with an ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills and a methodical approach to diagnosing and resolving technical issues.
• Ability to work effectively in a team and collaborate with colleagues from various departments.
• Exceptional customer service skills with a dedication to ensuring positive user experiences.

What are the Physical and Environmental Demands? 

• Sitting and Standing: The job often requires prolonged periods of sitting in front of computers, working at desks, and standing while attending to servers or network equipment.

• Lifting and Carrying: IT Help Desk Support Technician may need to lift and carry computer equipment, servers, or other hardware components, which can vary in weight. The ability to lift and move equipment safely is essential.
• Dexterity and Mobility: The job may involve fine motor skills and manual dexterity to connect cables, configure hardware, and perform other technical tasks.
• Vision and Hearing: Good vision is crucial for reading technical documentation, configuring systems, and troubleshooting issues. Adequate hearing is necessary to communicate effectively with colleagues and users.
• Temperature: In server rooms, the temperature can be cooler due to the need to maintain optimal conditions for equipment. In contrast, office environments typically have controlled temperatures.
• Noise: Server rooms can be noisy due to cooling systems, fans, and other equipment. Office environments are generally quieter but may still have some ambient noise.
• Electrical Hazards: IT Help Desk Support Tech may work with electrical equipment and devices. Knowledge of electrical safety practices is essential to minimize the risk of accidents or injuries.
• Limited Physical Activity: While there may be occasional tasks that require physical activity, much of the work involves using computers, managing systems, and troubleshooting, which do not involve extensive physical exertion.

 

                                    Equal Opportunity Employer–minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. CW Resources, Inc. is proud to be an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and ensuring a workplace free from all forms of discrimination or harassment. We strongly encourage women, people of color, people with disabilities, people who are veterans, people who identify as LGBTQ, and members of ethnic minorities to apply! 

EEO: Click here for the posters  English | Spanish | Chinese 
EEO (Supplemental): Click here for the posters English | Spanish | Chinese 
Pay Transparency Nondiscrimination: Click here for the posters English| Spanish| Chinese 
Please E-mail CWHumanResources@cwresources.org to submit a request for accommodation with the application process 
Please E-mail CWHumanResources@cwresources.org to submit a request for our Affirmative Action Plan Narrative 
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