CTI has been a leading AV provider for over 30 years. Since we began in 1988, our mission has been simple: to provide a fantastic customer experience.
At CTI, our biggest asset is our people, and we know that sometimes the most awesome employees don’t fit the typical mold. If you are hardworking, friendly, and know the importance of fantastic customer service, you could be a good fit at CTI. We have developed a collaborative and lively working environment, where the best and the brightest technology experts show up to work each day ready to have fun and employ their passion for and knowledge of technology in everything they do. This creative atmosphere helps us apply and share our skills with our clients, who seek quality, high-end AV and Conference Solutions.
So, what are we looking for?
We are looking for an IT Helpdesk Specialist whose attitude, skills, and work ethic will embody our mission “to provide a fantastic customer experience.” In this role, you will lead the day‑to‑day helpdesk function and set the tone for how employees experience IT support: friendly, responsive, organized, and dependable. This is a working‑lead role where you will actively take tickets, answer calls, troubleshoot issues, and serve as the primary point of coordination for queue health, escalations, and service quality.
A key part of this role involves measuring and improving the support experience by tracking metrics such as Customer Experience Score (CES) and Mean Time to Resolution (MTTR). You will also lead cross‑department meetings to coordinate IT needs, align priorities, and improve communication between IT and the business.
We will provide the training, support, and work environment to help you succeed. CTI employees are known as customer‑focused problem‑solvers who can get the job done—and do it with a great attitude.
What are your responsibilities?
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Lead and reinforce a fantastic support experience through friendly communication, responsiveness, and strong follow‑through
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Provide hands‑on helpdesk support by taking tickets, answering calls, troubleshooting issues, and modeling excellent documentation
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Manage the ticket queue by prioritizing work, coordinating coverage, and ensuring escalations are handled and driven to completion
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Track and improve key performance metrics such as CES, MTTR, ticket aging, backlog, and recurring issues
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Lead cross‑department communication and meetings to gather needs, align priorities, and enhance the overall internal support experience
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Coach and mentor the team to improve troubleshooting skills, documentation habits, and customer communication
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Identify recurring issues and improve processes through documentation, training, and workflow adjustments
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Assist with onboarding support as needed, including coordinating with HR and operations for large onboarding days
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Other tasks as assigned
Will you fit in?
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Our employees fearlessly embrace the company culture, and applicants who merely want to punch in their timecards every day are not what we are looking for
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You lead by example with organization, calmness, responsiveness, and a solutions‑focused mindset
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You are comfortable being accountable to metrics and using data such as CES and MTTR to make improvements
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You communicate clearly and professionally and can facilitate productive meetings with other departments
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You can work independently with minimal guidance and aren’t afraid to ask the right questions when you need help
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You enjoy coaching others and helping raise the standard of support
Does experience count?
Basic Qualifications
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3+ years of experience in an IT helpdesk or customer‑facing technical support role (or equivalent experience)
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Experience owning ticket triage, prioritization, escalation, and resolution
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Experience tracking and improving support performance metrics such as CES and MTTR
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Strong verbal and written communication skills with the ability to lead meetings across departments
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High school diploma or equivalent
Preferred experience
- Prior experience as a helpdesk lead, senior technician, or service desk coordinator
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Experience building helpdesk documentation and onboarding playbooks
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Familiarity with IT service management concepts such as SLAs, CSAT/CES, and incident/problem management
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Experience with Microsoft 365 and Windows/macOS endpoint support
CTI is an equal opportunity employer. We do not and shall not discriminate on the basis of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, or military status in any of its activities or operations. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
