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IT Support Technician

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Cloud5 Communications connects hotel guests and staff using fast, reliable, user-friendly data and voice communications. The unique combination of hospitality expertise and a holistic technology platform is what sets us apart. And our obsession to deliver excellence at every step in the client relationship is what fuels our growth, allowing us to serve more than 4,000 hotels and touch over 1,000,000 users each day. As the pioneer of high speed internet for travel and hospitality clients, we’re leading innovation in the areas of cloud-based PBX/VOIP as well as WAN/LAN management with the goal of delivering guests a “just like home” connectivity experience that boosts guest satisfaction and loyalty for our clients.

The IT Support Technician provides support solutions for all Cloud5 technology needs.  The IT Support Technician oversees and executes on internal Help Desk activity, equipment provisioning, and system maintenance and security.  Thorough yet concise documentation and communication is necessary to succeed in this role.

PRIMARY RESPONSIBILITIES INCLUDE, but are not limited to:

  • Administer the day-to-day operations of the help desk
  • Follow escalation procedures and ensure service levels are maintained
  • Perform technical research, confer with users, or conduct computer diagnostics to investigate user inquiries and resolve problems
  • Install and perform minor repairs to hardware, software, or peripheral equipment, to resolve trouble tickets
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Ensure maximum issue resolutions in minimum time
  • Specify, purchase, provision and deliver computer & telephony equipment for employee use; performs/ensures proper installation of cables, operating systems, and appropriate software
  • Tracks the utilization, and manages reclamation of, application licenses
  • Creates application accounts and distributes security credentials to new users
  • Develops training materials and procedures or trains users in the proper use of hardware or software
  • Ensures physical inventory levels are monitored and replenished as needed
  • Oversee the work of vendors or maintenance staff to ensure that all hardware installations are completed on time, within budget, and to standard specifications
  • Recommend equipment and software standards
  • Maintain end-of-life schedule for all hardware and applications deployed to end users
  • Ensure that all software, hardware, and Operating Systems are updated with regular cadence
  • Adheres to information security policies and best practices by limiting user system/application access as based on business requirements
  • Where applicable, ensure that deployed hardware is protected by firewall and antivirus software
  • Immediately reports any potential security concerns to team leader
  • Utilize trouble-ticket system to keep detailed transactional records of communication, problems, action taken, and installation activities
  • Design and implement improved process or operational policies
  • Track and monitor all outstanding issues to ensure resolution by the appropriate domain administrator
  • Develop job aids, knowledge base articles and foundational excellence documents for all key and common processes and procedures
  • Maintain accurate and current list of deployed hardware and software assets
  • Maintain and support conference room A/V systems (video projecting, conference bridges)
  • Support office local area network (LAN) and wireless network infrastructure and maintain supporting systems
  • Assist users and customers both on-site and remote with their support needs
  • Work collaboratively with other domains as necessary to resolve outstanding issues

 

REQUIRED EDUCATION AND EXPERIENCE:

  • Hands on experience supporting Microsoft Windows 7 and 10, as well as Windows Server 2003+, SCCM, Office 365, Active Directory, Android, and iOS
  • Automation tools or scripting experience such as PowerShell
  • Knowledge of basic computer and networking hardware and maintenance procedures
  • Strong diagnostic and problem-solving skills
  • Detail-oriented and dedicated to excellence in customer satisfaction
  • Excellent written and verbal communication skills; ability to translate complex technology concepts into user-friendly terms
  • Exceptional organizational and time management skills; able to manage multiple priorities in a fast-paced environment
  • Capable of self-directed learning and independent work prioritization

 

PREFERRED QUALIFICATIONS:

  • Associate’s Degree in computer science or a related field from an accredited college

BENEFITS AND PERKS:

  • We are in the vibrant West Loop neighborhood with easy accessibility to mass transit as well as food/drink options
  • Building access to rooftop deck for summer meetings, lunches, and company get togethers
  • Multiple medical/dental/vision health benefit options offered
  • 401(K) savings plan
  • Competitive PTO
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • D3JSLibraries
    • jQueryLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases

Location

Convenient West Loop location, close to the CTA, Metra, Divvy, and major freeways.

What are Cloud5 Communications Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer medical and dependent care flexible spending accounts that helps employees cover out-of pocket expenses with pre-tax contributions.
Disability Insurance
Disability insurance covers 60% of annual salary up to $1500 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Cloud5 provides employees with a 401(k) matching plan managed by Principal. We match 50% of contributions up to 6% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees and subsidized Divvy bike membership.
Company Outings
Cloud5 hosts company outings Semi-annually.
Happy Hours
Professional Development Benefits
Lunch and learns
Cloud5 hosts lunch and learn meetings on occasion.
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