Customer Information Center (CIC) Engineer

This position is responsible for providing all aspects of day-to-day support to users in a Windows-based environment. Key responsibilities include, but are not limited to, help desk functions, maintenance of internal and external systems, databases, networking equipment, personal computer systems and peripherals.

Essential Duties & Responsibilities:

  • Provide excellent customer service by promptly responding to inbound help desk telephone calls, e-mails and service tickets
  • Provide proactive technical services by routinely conducting environment health checks
  • Possess excellent communication skills and the ability to work well in a team
  • Must possess multi-tasking abilities and the ability to prioritize workload
  • Identifies, researches and resolves technical issues that affect the following technologies: desktops & laptops, Internet & intranet connectivity, server infrastructure, telecommunications technology, local and network printers, wireless equipment, tablets & mobile devices
  • Provide support for Windows Server 2003/2008/2012 networks
  • Perform user maintenance through Active Directory
  • Maintain and create technical documentation
  • Support & maintain network equipment including but not limited to Cisco, Meraki, SonicWall, & HP
  • Possess basic networking knowledge to troubleshoot issues related to routing & switching
  • Support & maintain backup technologies utilizing tape and disk-disk architectures including but not limited to Acronis, BackupAssist, Barracuda Backup, CA ArcServ & Symantec Backup Exec
  • Remediate malware infections through the use of antivirus and anti-Malware applications
  • Contact software vendors and partners to resolve issues quickly and efficiently
  • Other duties as required


  • Bachelor’s Degree in Computer Science, Cyber Security, or a related field and a minimum of 2 years’ experience in Information Technologies.

Special Position Requirements:

  • Ability to pass background check
  • Participate in on-call rotation
  • Some travel required
  • Must be able to work flexible hours if necessary