IT Support - Ops Center Representative

Employment Type

: Full-Time


: Miscellaneous


CRI has been the past recipient of the Department of Energy, Small Business of the Year, for its successful delivery of IT managed services.



  • Microsoft Windows operating systems and products (required)
  • Linux platforms (desired)
  • Experience supporting Macintosh hardware and software (desired)
  • Duties

    General Duties

  • Operates computers to assist customers in resolving common software and hardware operating problems by either resolving or referring to other technical contributors.
  • Uses standard written procedures, scripts, and knowledgebase articles to resolve.
  • Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives.
  • Knowledge Management

    Reports issues that are not in Knowledge Base Articles (KBA’s), documents solutions, and drafts new KBA’s for approval.


    Direct supervision

    Supervisor provides daily supervision, monitors incident status and performance, reviews and coaches weekly.

    Technical supervision

    Technical supervision provided by senior level team members.

    Additional monitoring

    Shadows senior level team members.

    Mentor assigned to advise and assist with policy, procedure, and technical requirements.

    Tickets and resolutions are reviewed by senior member and/or Supervisor Lead frequently.


    Great things happen when you have the CRI Advantage!

    Our corporate mission from the very beginning has been to make a positive difference in people’s lives * Provide freedom of choice in benefits packages.

    CRI employees have access to a variety of different plans under United Healthcare Medical and Dental* including low to high deductible options. There is no waiting period for the UHC plans.

    Paid Time Off (PTO)

  • Year one, 1.54 hours awarded per pay period (40 hours for first year)
  • On one-year work anniversary, lump sum of 40 hours
  • Two to five years of service, 80 hours are awarded each year as a lump sum, based on anniversary date.
  • Five to fifteen years of service 120 hours are awarded each year based on anniversary date.
  • After fifteen years of service 160 hours are awarded each year based on anniversary date.
  • Up to 56 hours of sick pay

  • Holiday

  • Ten (10) paid holidays are awarded per year.
  • These include New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
  • Four (4) other holidays are provided during curtailment between Christmas and New Year’s Day. (CRI may substitute for any of the named holidays another day off with pay.)
  • Retirement

  • VOYA 401(k) Retirement Savings Plan
  • No Waiting Period
  • Invest pre-tax dollars and ROTH after-tax dollars, up to IRS-regulated annual maximum allowable.
  • CRI pays all administrative costs except the Mutual Fund charges that reduce the investments Net Asset Value, recordkeeping fees, and individual fees related to distribution requests.
  • Company matching of .5% up to 1%
  • Voluntary Benefits

  • Health and Dependent Care Flexible Spending Account (FSA)
  • Maximum deferral of $2700 for Healthcare reimbursement
  • Health Savings Account (HSA) CRI Contributions at the 1500, 3000, and 5000 HDHP Level
  • Supplemental Life & Personal Accident Insurance buy-up option
  • Short Term / Long Term Disability
  • Extras

  • Education – free 24x7 access to online training.
  • Employee Assistance Program
  • Corporate Discount Rewards Portal
  • Cornerstone Learning Management System with 24x7 access to online training
  • (This is a reference guide to CRI Advantage benefits. Benefit levels are subject to change.)

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