IT Help Desk Specialist

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Who are we?

Computer Transition Services, Inc. (CTSI) has been dedicated to improving the lives and business success of our clients for over 39 years. We provide integrated solutions and professional services to meet technological and organizational needs, specializing in IT Solutions, Support, and Cybersecurity services across Texas and Eastern New Mexico.

We are seeking a dedicated, tech-savvy, and self-driven IT Desktop Specialist to join our dynamic Services Group. This role is crucial in providing comprehensive software and hardware support to clients, ensuring their technology goals are achieved efficiently and effectively. The IT Desktop Specialist will be responsible for maintaining positive client relations and upholding the company's values and ethics. 

Location: This role will work onsite at our Midland or Lubbock office and involve regular travel to local client sites.

Training Schedule: Initial training for the role will require regular travel to our headquarters in Lubbock over the first 90 days.

Responsibilities: 

• Respond to support calls and assist clients both remotely in-office and on-site. 
• Work schedules include a bi-weekly rotation of in-office phone and ticket support, and onsite client projects.
• Track and ensure timely response to on-site support calls. 
• Accurately maintain records and expense accounts, using systems like Connectwise.
• Collaborate with other departments as needed. 
• Foster positive client relations and uphold professional dress and grooming standards. 
• Identify, research, and implement solutions to client problems. 
• Provide internal systems support and configure, deliver, install, and implement client systems. 
• Offer on-site client support and hardware maintenance. 
• Solve problems using original thinking and clear communication. 
• Learn and implement new technologies or methods. 
• Maintain a standard 40-hour work week, with flexibility for after-hours project completion. 
• Handle physical and mental endurance challenges, including eye strain, weather extremes, and public contact. 
• Must be able to pass a CJIS background check

Skill and Ability Requirements: 

• Basic technical background with hands-on experience, preferably in any of the following: Active Directory, networking and security hardware and systems, and ticketing systems. 
• Strong customer service and end-user support skills, with a focus on resolving issues efficiently and effectively. 
• Ability to monitor and resolve tickets involving failing patches, hardware issues, and complete network outages. Escalate issues as needed. 
• 2-4 years of IT triage/help desk experience, with previous experience in a technical support role. 
• Experience handling call queues, ideally in a support role. 
• Strong verbal and written communication skills to interact with end-users and team members effectively. 
• Ability and willingness to adapt to changing environments and work schedules, including alternating weekly between phone support and field work. 
• Experience working with a Managed Service Provider (MSP) is a huge plus. 

Educational Requirements: 

• High School Diploma - required 
• Technical/College Degree (2 year) in Applied Science or Computer Technology - required 
• Technology/Computer related degree (4 year) - preferred 
• Possession of relevant IT certifications such as MS900, AZ900, and CompTIA A+ is a plus 

Compensation:

• The anticipated hourly rate begins at $20.00 per hour, with the potential for a higher rate based on experience and skills. In addition, this position is eligible for a 20% TAE pay incentive, paid quarterly, after 90 days of employment.

What You'll Love About Us: 

We offer a rich benefit package including the following: 

• Health Care Plan (Medical, Dental & Vision) 
• Flex Spending Account 
• 401k Matching 
• Life Insurance 
• RTO (Responsible Time Off, Vacation, Sick, & 8 Paid Holidays) 
• Training & Development 
• Wellness Resources 
• Financial Training Reimbursement 
• Cell Phone Reimbursement 
• Paid Certifications 
• Performance Based Incentive Program 
• Family-first mentality. (We believe family comes first. We want you to have a life outside of work & we understand that family time doesn’t just happen on the weekends.) 

We provide a fast, energetic work environment for those seeking technology careers. We’re a top technology services provider in the Permian Basin and all of West Texas with a solid national reputation. But more than that, we’re a tight-knit group of professionals who work collaboratively to provide the highest possible levels of customer service and support.