Help Desk Technician (Tier 1)

Have a Home Lab?  

Love Helping People? 

Summary

Do you get a little thrill when you turn a frustrated client into a happy one? Do you stay calm when the tickets are stacking up and three people need you at once? Are you the one friends and family call when their tech breaks?

Perfect! You might be a Help Desk Technician.

If you are looking to work for a fast-growing company with an enticing culture, CNWR may be the right place for you. We at CNWR are a tight-knit work community that specializes in Network Configuration, Cyber Security, Virtualization, Automation, IT Support, and Consulting.

We are currently looking for a Help Desk Technician to be the first point of contact for our partners and clients. This is an entry-level role on CNWR's team, where you'll triage and resolve tickets, support users, and keep communication flowing in a fast-paced, high-pressure environment. While you'll build real technical skills here, what matters most is a partner-first attitude and genuine empathy. This role is ideal for someone who wants to launch and grow an IT career on a team that has their back.

Responsibilities

• Monitor the Service Desk for new tickets and triage them for the Help Desk team.
• Resolve issues to partner satisfaction, and run the escalation process for tickets that can't be triaged.
• Split multi-issue tickets into clear, approachable individual tickets.
  
• Set up, deploy, and update configurations, utilities, and software for workstations.
• Perform moves, adds, changes, and deletes in Active Directory and Microsoft365.
• Monitor and respond quickly and effectively to client-facing and internal communications.
• Perform, update, and document procedures in CNWR systems.
• Stay current on CNWR tools, processes, and modern technology standards.
  

Metrics

As a technology company, we are very data driven. With that we find that tracking what we do can be measured and monitored. Help Desk Technician’s will be responsible for the following metrics:

• Customer Satisfaction
• First Touch Ticket Closures
• Utilized Time
• Documents Created/Utilized
• Ticket Re-Opens
• Other Intangible Metrics reviewed during 1-on-1’s

Qualifications

• Proficiency in Microsoft Office Suite
• 1–3 years of experience in IT services
• Basic comprehension of computer networking
• Experience with a ticketing platform

Alignment

Align with CNWR Core Values:

• Have a Firefighter Mentality
  Espousing a firefighter mentality is a key core value at CNWR. While nearly all companies have a rapid response team and SLAs for response, at CNWR we take responding to trouble seriously.
• Do What's Right
  Doing what is right is not always the quickest or easiest path in business. But here at CNWR, we've embraced the ideology of doing the right thing to protect a company, even when it's a complicated and challenging path. We always have the customer's best interest in mind.
• Be the Rising Tide
  Being the rising tide is one of CNWR's core values. We believe that when we work together to better ourselves and one another, everyone benefits. This extends beyond our company to how we treat our partners, vendors, and competition.
• Be Human
  Being human is a simple concept. As humans, we crave social interaction and belonging — we're naturally social creatures. We believe that if you treat people well and remember they're human, things will be better.
• Own the Problem. Drive the Solution - Together
  We take full ownership of problems, use documented processes and available resources first, and escalate appropriately so the best solution is delivered by the team.
• Always Seek Improvement
  We believe in continuous improvement. We learn from our mistakes in a blameless fashion.

Metrics

• As a technology company, we're very data driven. Help Desk Technicians will be measured on:
  • Primary (Direct Ownership)
    
    • % First Touch Ticket Resolution
    • % Tickets w/ KB Used
      
    • Total Tickets Closed (Past 14 Days)
  • Secondary (Team-Contributed)
    • Customer Satisfaction (Current Quarter) - Target ≥ 95
    • Average SLA Adherence (TTR%) - Target ≥ 85%
    • Documents Created/Utilized
    • Utilized Time
    • Ticket Re-Opens
    • Other intangible metrics reviewed during 1-on-1s
      

Disclaimer

The above description is intended to describe the general nature of the work being performed by the associated role. This description is not intended to be a list of all responsibilities and duties of the role.

Workplace Designations

By the nature of this position, certain onsite visits will be required when installing and managing workstations. However, this position is not a required full-time inhouse employee. Requirements of the workplace are designated in the company handbook and are subject to revision upon manager approval for unique cases.