Support Technician Intern (Cybersecurity)

Curious how things work and how they break?

Love figuring things out?

Want hands-on IT and Sec experience that actually counts?

How We Measure Success:

• As a technology company, we're very data driven. Your work on the help desk will be measured on:
  
  
  
  • Primary (Direct Ownership)
    
    
    
    
    • % First Touch Ticket Resolution
    
    
    • % Tickets w/ KB Used
      
    
    
    • Total Tickets Closed (Past 14 Days)
    
    
    
    
  
  
  • Secondary (Team-Contributed)
    
    
    
    • Customer Satisfaction (Current Quarter) - Target ≥ 95
    
    
    • Average SLA Adherence (TTR%) - Target ≥ 85%
    
    
    • Documents Created/Utilized
    
    
    • Utilized Time
    
    
    • Ticket Re-Opens
    
    
    • Other intangible metrics reviewed during 1-on-1s
    
    
    
    
  
  
  
  

How You'll Fit In:

This role only works if you line up with how we operate. Our core values aren't a poster in the break room, they're how we actually run the desk.

• Have a Firefighter Mentality
  Espousing a firefighter mentality is a key core value at CNWR. While nearly all companies have a rapid response team and SLAs for response, at CNWR we take responding to trouble seriously.


• Do What's Right
  Doing what is right is not always the quickest or easiest path in business. But here at CNWR, we've embraced the ideology of doing the right thing to protect a company, even when it's a complicated and challenging path. We always have the customer's best interest in mind.


• Be the Rising Tide
  Being the rising tide is one of CNWR's core values. We believe that when we work together to better ourselves and one another, everyone benefits. This extends beyond our company to how we treat our partners, vendors, and competition.


• Be Human
  Being human is a simple concept. As humans, we crave social interaction and belonging — we're naturally social creatures. We believe that if you treat people well and remember they're human, things will be better.


• Own the Problem. Drive the Solution - Together
  We take full ownership of problems, use documented processes and available resources first, and escalate appropriately so the best solution is delivered by the team.


• Always Seek Improvement
  We believe in continuous improvement. We learn from our mistakes in a blameless fashion.

The Fine Print

The above description is intended to describe the general nature of the work being performed by the associated role. This description is not intended to be a list of all responsibilities and duties of the role.

By the nature of this position, certain onsite visits will be required when installing and managing workstations. However, this position is not a required full-time inhouse employee. Requirements of the workplace are designated in the company handbook and are subject to revision upon manager approval for unique cases.