CTC Technology & Energy is one of the nation’s preeminent communications and IT engineering consulting firms serving public sector and nonprofit clients throughout the US. To build our growing team, we are seeking a skilled IT Support Specialist to provide technical assistance and support to end users related to applications, computers, and peripherals.

The following factors matter to us:

• You have a positive outlook with a passion for customer service.
• You are a strong communicator that treats your coworkers with respect and kindness.
• You are self-directed, highly motivated, and excited to learn.
• You seek a challenging and exciting position within a company that is mission-oriented and values its employees and the important work that they do.
• You enjoy a fast-paced workday and a sense of accomplishment at the end of each day.

This job is ideal for someone who is:

• Detailed – enjoys focusing on specific tasks and activities.
• Flexible – enjoys tackling a variety of challenges and problems every day.
• Process-oriented – understands the importance of developing and following standard procedures to save time and promote quality.
• Autonomous/Independent -- enjoys working with little direction, as well as collaboratively.

Desired Expertise and Skills:

The following experience matters to us for this position (most or all of these is a plus):

• You have 2+ years of experience in technical support and customer service.
• Strong interpersonal skills, pleasant demeanor, and the ability to work harmoniously with users at all levels of experience and technical acumen.
• Strong customer service aptitude.
• Thorough understanding of computer hardware, software, peripherals, and current computer technology and trends.
• Experience working with Microsoft Windows and Apple MacOS operating systems.
• Experience supporting or administering Microsoft Office 365, Active Directory, Azure, and related systems preferred.
• General knowledge of network domains, VLANs, SAML and Single Sign-On, web browser settings, and other common IT support issues.
• Ability to analyze problems, develop alternatives, and take appropriate steps toward a solution.
• Excellent verbal and written communication skills are required.
• Capable of working with multiple systems in tandem and multitasking.
• Ability to work quickly and efficiently under pressure.
• Strong data management, accuracy, and eye for detail.

This position will include the following tasks:

• Provide end-user support for incoming queries and issues related to hardware, software, and networking.
• Deliver exceptional customer service to all CTC employees and contractors during the lifecycle of customer support and issue resolution.
• Prioritize and respond to requests in a timely manner.
• Maintain appropriate documentation in tickets and related systems.
• Develop and document solutions in the form of standard operating procedures (SOPs), as needed.
• Effectively communicate complicated issues supervisor and executive team.
• Coach computer users on topics associated with their computer problems.
• Install, configure, update, and maintain computers, laptops, peripherals, and software.
• Utilize software/hardware tools to diagnose problems.
• Diagnose and resolve network-related issues.
• Administer user accounts in Active Directory, Azure, and other systems.
• Support the IT system and hardware tasks associated with the onboarding and off-boarding of new or existing employees.

Education:

• Appropriate IT certification or four-year degree preferred

Additional Information:

• This is a remote position in the continental US, ideally in the Pacific or Mountain time zones

The Company

CTC is an established 30-year-old, woman-owned consulting firm that’s in the midst of experiencing massive growth as clients large and small seek our help to guide them through this seminal moment in the history of broadband deployment where Congress has appropriated tens of billions of dollars to deploy broadband and connect low-income households to the modern economy.

CTC delivers best-in-class business and engineering consulting services to state and local governments, federal government agencies, and nonprofit partners. We help research, design, implement, and manage the most innovative broadband policies and programs in the country. Our approach is mission-driven as we’re true believers in the power of broadband and technology to transform communities and improve lives. We’re not here to just stack up billable hours; rather, we do this work because we know that the more connected our nation is the stronger it is. And the more connected people are the more opportunities they’ll have to better their lives. That’s why we’re always willing to go the extra mile for our clients - because our job is to help them fulfill their mission.

This attitude has been the lynchpin of CTC’s success. We have grown over the years into one of the most respected voices in broadband policies, engineering, and advocacy. We never compromise on the quality of the services we deliver, and we always work to do the right thing. As a result, state broadband offices and local governments across the country entrust us with their mission critical work.

Job Type: Full-time

Remote, US

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Remote

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