IT - Help Desk Technician

Job Description - IT
- Help Desk Technician (260669)

IT
- Help Desk Technician ( 260669 )

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.

All official communication from Consumer Cellular will come from a  email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacq

With a high degree of privacy, security and professionalism, provide necessary technical services and support in a consistent and timely manner to Consumer Cellular’s management staff, employees, and partners. Ensure Consumer Cellular Inc’s (CCI) mission critical infrastructure, systems, and applications maintain a high level of stability, availability, and performance to support CCI’s Contact Center Operations, and various 24/7/365 business functions.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

• Monitor and respond quickly, effectively, and professionally to requests and issues, partnering as needed with other IT team members.
• Work independently to stay on task, prioritize urgent issues, and send communications to the necessary parties.
• Utilize standard IT Request Management software to record, monitor, redirect, and elevate tickets assigned to the queue and process first-in first-out based on priority.
• Utilize standard IT Wiki software to document processes, procedures, systems, and services, to preserve and grow Help Desk knowledge, and maintain inventory of all equipment, software, and software licenses.
• Ensure that each workstation in the facility has a working computer, monitor, keyboard, mouse, phone, and any additional specialized equipment.
• Install, configure, maintain, and repair IT equipment following IT standard processes and procedures; assist remote users that are using company-issued equipment and telephony devices.
• Assist users across all levels of the organization with both onsite and remote work, troubleshoot technical issues, and collaborate with other team members when needed.
• Perform assigned activities and tasks on schedule following IT standard processes and procedures.
• Produce activity reports as needed.
• Periodically learn new technical skills on the job, and attend relevant training throughout the calendar year.

• Associates or Bachelor’s degree in Computer Science preferred.
• Microsoft Office (Word, Outlook, Excel) and/or Microsoft 365 experience.
• Ability to complete basic desktop and laptop PC/Mac troubleshooting, including new set up and swapping out cables, RAM, and peripherals.
• Basic knowledge of printer set up and troubleshooting.
• Familiarity with Microsoft Windows Command-Line, and task automation.
• Familiarity with JAMF, Macs and Power Shell is a plus
• Active Directory and Group Policy familiarity.
• Familiarity with Server and Network terminology.
• PC and/or Mac imaging, configuration, and repair experience.
• Ability to effectively communicate and troubleshoot with non-technical end users across all levels of the organization while maintaining both a sense of urgency, and a calm and professional demeanor.
• Maintain CCI Core Values when performing job functions and when interacting with CCI staff and partners.
• Ability to work remotely and onsite with equal effectiveness.
• Occasional after-hours work required.
• Shift Timings:
  Tuesday to Saturday (7:00 am to 4:00 PM) 4…