IT Support Tech I

CTI; Folsom (CA); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k) retirement plan

Paid holidays

Remote work day after 90 days

Career development

Discretionary incentive

Job summary

CTI is seeking an IT Support Technician I to join our team. You will provide first-level IT support and customer service, installing, testing, upgrading, troubleshooting, and repairing computer systems and peripherals.

As part of CTI, you will utilize our proprietary tax software and support a diverse client base across industries. This role offers a path for growth within a fast-paced, collaborative environment.

Qualifications

• 2+ years' technical support experience preferred.
• Associate’s degree in IT or related field preferred.
• Certifications (A+, Microsoft) a plus.

Responsibilities

• Provide first level hardware and software support to users.
• Troubleshoot PC, network, and mobile device issues.
• Respond to IT support requests promptly.
• Assist with onboarding/termination per policy.
• Follow IT policies and ISMS procedures.
• Set up badges, devices, and access controls.
• Document end-user solutions and KB entries.
• Travel to local sites for on-site support as needed.
• Coordinate with facilities and vendors as required.
• Escalate incidents when necessary.

Skills

Customer service

Troubleshooting

Teamwork

Communication

Detail oriented

MS Office

Hybrid work experience

Education

Associate's degree in IT or related field

Tools

Microsoft Outlook

Word

Excel

PowerPoint

Job description

At Corporate Tax Incentives (CTI), we specialize in helping our clients take full advantage of tax credits and incentives which provide direct financial savings, so their businesses can thrive. Since 2001 we've earned a reputation as the top provider in maximizing tax incentives and credits, as well as providing unsurpassed customer service to our clients.

As a IT Support Tech I at CTI, you will join a team that leverages the Company's proprietary tax software to provide an accurate and efficient tax study with superior quality which maximizes business boosting benefits. Our roster of clients includes companies of all industries and sizes such as engineering, manufacturing, software, architecture, restaurants, wineries, and breweries.

At CTI, we foster a culture built on collaboration, continuous development, open communication, and professional growth. We value individuals who are proactive, driven, and excited to contribute to a fast-paced and evolving organization.

WE TAKE CARE OF OUR PEOPLE:

• Competitive compensation and benefit packages including medical, dental, vision, life insurance, short term disability, identity protection and 401(k) retirement plan.
• This position is also eligible for performance based sales incentive compensation.
• 8 paid holidays and week between 12/25-1/1 off with pay.
• 12 weeks paid maternity and disability leave / 2 weeks paid paternity leave.
• Position may be eligible for one remote workday per week following successful completion of the 90-day introductory period, based on business needs and subject to manager approval.
• Our supportive team will work with you to develop and support your career goals.
• Be part of a knowledgeable, growing, high-achieving and fun team.

CTI is an Equal Opportunity Employer and believes diversity and inclusion among our teammates is above all the right thing to do and critical to our success. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All employment decisions will be based on merit, competence, performance, and business needs.

Requirements

WHAT YOU WILL DO

The IT Support Technician I is responsible for providing first level IT support and customer service in a timely manner. This role will install, test, upgrade, troubleshoot, and repair computer systems, software, and peripherals.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Provide first level hardware and software support to local and remote users using documented procedures and available tools.
• Troubleshoot basic PC, PC peripheral problems, network connectivity issues, telephony equipment, perform voicemail password resets, voicemail mailbox resets, cabling, and name changes, Teams, Zoom, etc.
• Respond to and complete IT support requests in a timely manner.
• Process onboarding and termination requests according to ISMS policy.
• Responsible for understanding and complying with all IT policies, procedures, and processes relating to job duties.
• Setup and administer building access badges, alarm codes, workstations, Apple iPhones, and other cellular devices.
• Triage basic security incidents.
• Document end user and internal KBs.
• Travel to other local company facilities, as needed, to provide on-site IT support and assist with technology-related needs.
• Serve as a point of contact for facilities-related matters, proactively identifying maintenance or operational needs and coordinating with internal stakeholders, property management, and outside vendors as appropriate.
• Additional duties and responsibilities as assigned.

WHAT YOU WILL NEED:

• Ability to work both independently and collaboratively within a team.
• Proven ability to thrive in a fast-paced, entrepreneurial environment, working effectively with minimal supervision, whether onsite, in a hybrid setting or fully remote.
• Excellent written and verbal communication skills.
• Highly organized and detail oriented with the ability to prioritize, plan, and organize activities.
• Proficient in Microsoft Outlook, Word, Excel, and PowerPoint.
• Ability to provide excellent customer service, including patience, a friendly attitude, empathy towards internal/external stakeholders, and with the appropriate sense of urgency.
• Strong problem solving and troubleshooting skills.
• Strong analytical skills and reasoning abilities.
• Flexible and adaptable, willing to evolve and meet changing organizational needs.
• Capable of handling sensitive data with confidentiality and discretion.
• Ability to recognize when an incident needs to be escalated.
• This role has access to sensitive information and is expected to adhere to all CTI, ISO 27001 and SOC2 policies.
• A willingness to learn and adapt to CTI's study process, quality control requirements, and management expectations.

EDUCATION AND EXPERIENCE:

• Associate's degree in an IT related field preferred, but not required.
• 2+ years' technical support experience preferred.
• Relevant technical training and/or certifications (e.g., Microsoft, A+, etc.) a plus.