About CCC

CCC Information Services Inc. is the technology platform for the underwritten assets economy. CCC technology, insights, and support connect industries – insurers, automotive manufacturers, collision repairers, parts suppliers, lenders, fleet operators and more – to advance decision-making, productivity, and customer experiences for thousands of clients worldwide. Clients leverage CCC’s network management, data management, AI, operational workflows and customer experience solutions to efficiently scale, interact, transact and achieve their unique business objectives. CCC was ranked a best mid-sized company to work for by Forbes (2019). BuiltIn Chicago, Austin and LA named CCC a top place to work in 2020. Diverse perspectives and experiences are core to CCC’s success and award-winning culture of more than 2,000 employees worldwide. We hold inclusion as a core value and are committed to celebrating and cultivating the diversity of our team. With a 40+ year track record of innovation, CCC’s tenacious spirit and growth mindset turn next generation technology into real world solutions and empower team members to expand their knowledge and potential. Headquartered in Chicago, CCC has 11 locations worldwide. CCC’s principal PE investors are Advent International, Technology Crossover Ventures, and Oak Hill Capital Find out more about CCC Information Services by visiting cccis.com.

Job Description Summary

IT Help Desk Technician I

Job Duties

The CCC IT Help Desk Technician provides internal local and remote support for employees and contractors. Candidates should have a mix of technical and customer service skills, and be passionate about technology and helping people. You will be considered as CCC’s front line, the face of IT and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by CCC. The CCC IT Help Desk supports Macs and PCs, video conferencing, printers and other common office equipment. 

Basic Function/Responsibilities: 

• Handle Tier 1+ help desk escalations through tickets, email, (phone- required).

• Tracking, routing and redirecting issues to correct resources 

• Follow up on outstanding requests and ensure timely resolution 

• Walk customers through problem solving process 

• Ensure proper recording, documentation, and closure utilizing Total Call Ownership 

• Recommended procedure modifications or improvements 

• Create accounts and configure hardware as part of new hire on-boarding process 

• Basic hardware troubleshooting and support 

• Setup and support of desktop applications 

• Provision and support of end user VOIP telephony equipment  

• Handle Tier 1+ help desk escalations through tickets, email, (phone- required).

• Tracking, routing and redirecting issues to correct resources 

• Follow up on outstanding requests and ensure timely resolution 

• Walk customers through problem solving process 

• Ensure proper recording, documentation, and closure utilizing Total Call Ownership 

• Recommended procedure modifications or improvements 

• Create accounts and configure hardware as part of new hire on-boarding process 

• Basic hardware troubleshooting and support 

• Setup and support of desktop applications 

• Provision and support of end user VOIP telephony equipment  

• Support wired and wireless  networks 

• Documenting and expanding the ticketing and internal knowledge base  

• Support audio, video, and telepresence equipment in conference rooms 

• Other duties may be added and/or assigned as needed 

Qualifications

• Proven working experience in providing help desk support, Live phone troubleshooting required. 

• Ability to learn and pick up concepts quickly 

• Windows 10, Mac OS X, and Office 365 

• Active Directory user maintenance preferred

• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices  

• Client PC connectivity - ethernet, TCP/IP

• Strong customer service and troubleshooting skills 

• Ability to communicate technical information, both verbal and written, to a wide range of end-users. 

• Experience working with virtual / remote staff members 

• One year experience working in a Windows/Mac environment 

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience