Job Title: Desktop Support Technician Business Unit: CHC, a Congruex Company Reports To: Service Desk Manager Employment Status: Non-Exempt, Hourly Primary Location: San Clemente, CA Compensation: We will determine salary based on skills and experience in relation to the function of the role, as well as equity to any other employees in the same or similar role. Congruex Congruex was formed in 2017 to take advantage of historic demand for digital connectivity. The digital networks we design and build for our clients enable everything in the modern world to operate, from healthcare and energy to transportation and social interactions. Few companies in our industry can operate at scale and self-perform services like our multinational team. Our clients choose Congruex to deliver turn-key digital networks under a single platform. Our unified vision is to become the best end-to-end provider of network design and build services in the U.S. We are the One Congruex Family. We are building tomorrow, together. Why Work AtCongruex Opportunities We offer opportunities at all levels across the nation – from students to industry veterans – in areas of engineering, construction, and professional services. Wellbeing We value the wellbeing of our people and offer competitive compensation, health benefits, wellness resources, 401(k) retirement planning, and employee recognition and leadership development programs. Options may vary by geographic location. Culture The pillars of Congruex culture are GRIT, safety, inclusion, and family.
GRIT: Our GRIT values are part of our company DNA and the touchstone for our multinational workforce.
Guts - having the guts to do the right thing
Reliability - being reliable to deliver what we promise
Innovation - innovating every day
Teamwork - embracing teamwork together as One Congruex
Safety: We are committed to 24/7 safety practices on our jobsites, within our offices, and all the places our team exists in between.
Inclusion:Congruex embraces our team’s diversity and promotes an inclusive workplace for all.
Family: We are a family-oriented company committed to the long-term health and development of our people.
CHC, a Congruex Company CHC Consulting and CHC Asia-Pacific joined the Congruex family in 2017. This partnership brought expertise in full-service, telecommunications infrastructure engineering and permitting. The Congruex services footprint emerged in the West, Midwest, and Southwest Regions.
Job Summary: Responsible for maintaining high caliber of customer service regarding troubleshooting, maintenance, and training customers on tools/hardware.
Job Responsibilities (Including, but not limited to):
Respond to all user requests via emails, phone calls and walk-ins
Create, manage, and work all ticket requests in the IT ticket management system
Resolve all level one and some low level two IT related issues
Escalate unresolved issues to senior IT support
Coordinate and follow-up on all tickets for all levels of support
Provide detailed information regarding the solution of all tickets
Add resolutions of recurring issues to the IT knowledge base
Install, maintain, and troubleshoot all software and application related issues
Microsoft Windows (10, 2012 and newer)
Microsoft Office 365
Adobe (Reader, Acrobat)
Web browsers (Internet Explorer, Firefox, Chrome, Safari)
All other applicable applications deemed necessary
Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers
Create, deploy, and manage desktop and laptop images
Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login)
Coordinate the creation of all new user accounts
Assist users with managing all user accounts
Inventory all hardware and software for all CHC locations
Physically inventory all hardware annually
Weekly inventory all software
Assist with special projects as deemed necessary
Worksite location may vary depending on the business needs (onsite vs. remote)
Role will start in San Diego area, relocating to San Clemente at end of 2022
High school diploma or GED equivalent.
Accustomed to working in a fast paced and changing environment
Deadline driven, self-motivated, and technically savvy.
Excellent verbal and written communication skills.
Superior time management skills.
Strong attention to detail.
Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities.
Critical thinking skills: make assessments and provide solutions to problems.
Superior customer service. Dedication to providing customers “White Glove Service”.
Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones)
General networking (TCP/IP, DNS, and WINS)
Windows 10 and Linux/Unix experience (preferred but not necessary)
Android and iOS experience (preferred but not necessary)
MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications
Experience performing virus removal in applications such as malware
Desired Skills & Qualifications:
Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred.
ITIL training preferred
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.
Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.