IT Support Technician

Why Guide Star?

Guide Star is a managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for medium to large size businesses, MDU, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc., which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employees’ hard work and determination and REWARD results all while having fun! Our mission is to make life better by connecting people through innovative communication systems.

We are seeking

an IT Support Technician who plays a key role in supporting customers by managing device setup, software rollout, and troubleshooting hardware. They ensure every system meets required security standards and follows established protocols. This position uses a variety of cloud‑based tools to provide efficient support and maintain accurate documentation.

This is a high‑impact, customer‑facing role that blends relationship management, technical and product acumen, operational discipline, and strategic account planning.

Responsibilities

• Provide remote/onsite helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the Guide Star helpdesk, ensuring Service Level Agreements are met.
• Monitor service desk for tickets assigned to the queue, triage, and process first-in first-out based on priority.
• Utilize and understand customer security applications ensuring strong cybersecurity support for all customer devices.
• Document internal procedures and processes.
• Assist with the onboarding of new customers and employees.
• Install,