Key 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
Maintain and update existing Microsoft Entra ID user accounts, group memberships, and assigned access, and configure hardware as part of new-hire onboarding and ongoing support processes
Provision, configure, troubleshoot, and support end-user hardware, including Windows PCs, Macs, iPads, and related peripherals
Support iPad enrollment, application access, connectivity, updates, and common mobile-device issues using approved device-management tools and processes
Troubleshoot Microsoft Entra ID sign-in, multifactor authentication, password, group membership, and access issues; escalate identity and security concerns according to established procedures
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
Requirements
Proven working experience in providing help desk support, Live phone troubleshooting required.
Ability to learn and pick up concepts quickly
Working knowledge of Windows 11, macOS, iPadOS, and Microsoft 365
Experience maintaining and updating existing Microsoft Entra ID and Active Directory user accounts, group memberships, authentication settings, and access preferred
Experience supporting Mac and PC hardware, iPads and other mobile devices, printers, scanners, and computer peripherals
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
2+ years experience working in a Windows/Mac/environment
Interview Policy & Privacy Notice
A video interview is required for this position. Video interviews are transcribed. Transcriptions are retained and may be reviewed by CCC and our recruiters. Candidates are not permitted to use generative AI or automated assistance during the interviews unless explicitly allowed by the interview team for a specific exercise. Our Job Applicant Privacy Notice is available HERE.
About CCC's Commitment to Employees
CCC Intelligent Solutions understands that our employees play an integral role in our vision to shape a world where life just works. Our team is defined by our values of Integrity, Customer-Focus, Innovation, Inclusion & Diversity, Tenacity, and Connection. Through diverse perspectives, purposeful innovation, and the strength of connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most.
At CCC, together everyone can thrive as we innovate and collaborate, creating employee experiences that just work. We are committed to providing opportunities for our people to make real-life impacts, advance in their careers, and contribute to CCC’s success.
CCC offers competitive compensation and benefits to support you and your families, including:
401K Match
Paid time off
Annual Incentive Plan Performance Bonus
Comprehensive health insurance
Adoption Assistance
Tuition Reimbursement
Wellness Programs
Stock Purchase Plan options
Employee Resource Groups
For more information about our benefits, please check out our careers site.
Here, you belong. You are seen, valued, and respected. We celebrate you for who you are and all you bring. Every voice is heard and is important to our success. You can hear what employees have to say about our culture here
If you require reasonable accommodation to complete a job application, please contact (800) 621-8070.
