It Helpdesk Technician

CTI and Associates, Inc. (CTI) is a provider of environmental consulting, engineering, remediation, and construction services to federal, state, municipal and commercial clients across the United States. Our over forty-five years of proven performance is a testament to CTI’s ability to understand the complex issues facing our clients – and to hire and retain some of the finest talent in the industry. We pride ourselves on delivering high-quality, innovative, and sustainable solutions to our clients, with a focus on safety, quality, environmental stewardship, and operational excellence.

Position Overview:

CTI and Associates are currently looking to fill an IT Support Technician – Level 1 position at a branch office in Oak Ridge, TN. The IT Support Technician provides basic support and troubleshooting, such as password resets, printer configurations, problem resolution instructions, ticket routing, and escalation. The right candidate will gather and analyze information about users’ issues and determine the best way to resolve and implement the solution. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Works on IT projects as assigned by the IT Manager. The qualified candidate will complete tasks with a positive, customer-service-oriented attitude.
Additional Job Tasks and Responsibilities:

• Serves as the first point of contact for an employee seeking technical assistance on company-supported applications and platforms over the phone, email, chat, and face-to-face.
• Working knowledge of the Microsoft Office application suite including MS Outlook preferred
• Active Directory, SharePoint, and Exchange experience would be nice to have but not mandatory
• Logs service requests as open tickets, maintaining status and providing follow-up to end-users and senior technology team members.
• Provide support for PCs, laptops, printers, cell phones, tablets, etc.
• Support end-users in their use of applications such as Microsoft Office, VPN, Deltek Vision, and MDM (mobile device management)
• Walks the employee through the problem-solving process.
• Directs unresolved issues to the next level of support personnel.
• Schedules and installs new hardware and software applications.
• Keeps track of inventory and maintains IT equipment (Desktops, laptops, printers, scanners, facsimile machines, monitors, desk phones).
• Stays current with system information, changes, and updates.
• Identifies and escalates situations requiring urgent attention.
• Install, upgrade, support, and troubleshoot for printers, and computer hardware.
• Research questions using available information resources.
• Follows all standard help desk procedures and shows initiative in finding solutions for commonly found technical issues.
• Forwards any feedback or suggestions by an employee to the appropriate internal team.
• Identifies and suggests possible improvements in procedures.
• Additional duties as required by supervisor.

Requirements:

• One or two years of related work experience is required depending on the education qualification.
• Must be tech-savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, and Helpdesk ticketing systems.
• Ability to diagnose and resolve technical hardware and software issues.
• Ability to perform preventative maintenance on computer equipment.
• Must have good oral and written communication skills.
• Excellent customer service skills are a must.
• Problem-solving and analytical skills are required.
• Must be adaptable and open-minded.
• Planning and organizing skills are required.
• Thorough attention to detail is required.
• Willing to travel to remote sites (less than 10% required).
• Willing to work overtime when necessary.

Additional Requirements:

• CTI is a Drug-Free Workplace - Must pass a pre-hire drug screen.
• Must possess a valid driver's license.
• Must be able to physically navigate construction sites.
• Must be able to lift and carry up to 40 pounds.

CTI is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.