IT Help Desk Technician - Phoenix, AZ

Job Summary
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.

Responsibilities

• 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 escalate 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.

Qualifications

• 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, Powershell, and task automation.
• Active Directory and Group Policy familiarity.
• Web Browser Configuration Experience: Internet Explorer, Edge, Chrome, Firefox, Safari, etc.
• 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.

About Consumer Cellular
Consumer Cellular is the top-rated wireless provider that provides cellphones and no-contract service plans primarily to those 50 . Founded over 25 years ago on the belief that everyone should have affordable access to the safety and convenience of cellular service, they have become well known for their 100% U.S. based, award-winning customer support. Consumer Cellular has been honored by J.D. Power as #1 in Customer Service among Value MVNOs, 18 Times in a Row, making it the Most Awarded Brand for wireless customer service. In 2024, the company was also ranked #1 in network coverage and customer satisfaction among wireless carriers from ACSI. Additionally, the company has been ranked on the Inc. 5000 list 12 timesConsumerCellular.com, by phone at (888) 345-5509, or in person at any of our CCI retail locations. For J.D. Power 2022 Wireless Customer Care Mobile Virtual Network Operator Study award information, visit jdpower.com/awards. Based on 2024 ACSI® Survey of customers rating their own Wireless Service Provider. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC. Learn more at theacsi.org. For cellphone tutorials, features, applications, and company news, connect with Consumer Cellular on Facebook, Instagram, and Youtube.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

• Minimum Salary: $52,500
• Maximum Salary: $63,000

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

• Competitive base pay with potential for shift differential, overtime and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program

• Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.
  

Pre-employment background check and drug screen is required.