Job Description

Job Description

Job Description

Salary: $13 + Commission

In-Store Repair Technician

Ideal for a candidate passionate about IT and eager to grow in a dynamic field.

Schedule: 40 hours per week, M-F 9:00 AM – 6:00 PM. Occasional Saturday shifts from 10:00 AM – 2:00 PM.*

*Saturday shifts are rotational, typically 2 Saturdays on, 4 Saturdays off. If you work on a Saturday, you will be given a half-day off during the week.

Compensation: $13/hour + Performance Bonus*

* Technicians who consistently meet performance goals typically earn an additional $3-$4 per hour.

Location: Jacksonville, NC

At Computer Warriors, we are dedicated to providing exceptional residential and small office IT support. Our committed team of professionals strives for continuous improvement, operating repair centers in Jacksonville and Wilmington. Our mission is to alleviate our clients' technical difficulties through innovative solutions and education on technology usage, keeping them seamlessly connected to their world.

We firmly believe in growth and advancement. From a modest staff, we have grown into a multi-location enterprise with over 12 full-time employees. We continuously seek to collaborate with the best talent in the area, driving constant company improvement.

Computer Warriors Core Values:

1. Extreme Ownership: We take ownership up and down the chain of command, accepting responsibility for our actions (or lack of action), and avoiding blaming others, making excuses, or living in denial. 
2. Constant & Never-Ending Improvement And Development: We strive to continually improve ourselves, both personally and professionally. We believe if you aren’t growing, you are dying. We must continue to improve in all that we do and become better every day.
3. Outstanding Customer Service: We focus on proactive communication, meet our deadlines, and have an exceptional follow-up. We work with integrity and do what we say we are going to do. When we fail to deliver, we go above and beyond to make it right.
4. Create And Add More Value Than Anyone Else In Our Industry: We focus on value delivered, and find ways to continually improve our offerings, delivering service at competitive prices, and ensuring that our clients are better protected and better served than they can get anywhere else. This also means we never stop finding ways to improve the quality of our client’s systems and lives.
5. Growth And Profitability For The Sake Of Our Employees, Their Families, Our Community, And The World: Without profit, there is no life in a business. Revenue is vanity, profit is sanity. With profit, we can change lives, improve, grow, and fulfill our mission. Without it, it doesn’t matter how good we are, we will not survive to help anyone.

Growth Opportunities – Where could You Be in the next year or two (or Three!)

As an Entry-Level Repair Technician, you will join our team with limited or no experience. Over the course of a year, you will undergo comprehensive training and complete the company-sponsored A+ certification. Following this, we will provide training for additional certifications, including Network+, Microsoft certifications, and more.

With 2-3 years of experience and the above certifications, you can advance to either an Advanced Repair Technician role or an Onsite Support Technician role. These positions involve working as a senior technician in-store or supporting residential and small business clients in the field.

Upon reaching the Advanced Repair Technician or Onsite Support Technician level, your focus will shift to obtaining certifications like Security+ to providing well-rounded skills around various platforms from PBX systems to Cloud environments. With certifications in A+, Network+, Basic fundamental Microsoft Certifications, and Security+, along with three years of experience, you will be well-prepared to transition to our sister company, CW IT Support.

Joining CW IT Support opens up even greater opportunities, allowing you to collaborate with enterprise-level organizations as an MSP Technician. In this role, you will work on complex projects and gain valuable experience managing large-scale IT infrastructures.

Ideal Candidate Characteristics

• High Emotional Intelligence:  Ability to understand and manage your own emotions and recognize and influence the emotions of others.
• Team Player:  Humility and a collaborative spirit, thriving in a team environment.
• Educational Requirement:  High School Diploma or GED.
• Valid Driver’s License:  Ensuring reliable transportation to and from work.
• Goal-Oriented:  Ability to achieve goals and exceed expectations consistently.
• Customer Service Experience:  Minimum of 1 year, demonstrating strong interpersonal skills.
• Self-Motivated:  A knack for problem-solving and a proactive approach to tasks.
• Passionate About Technology:  Enthusiasm for working with smartphones and on computers.
• Community Focused:  Dedicated to making a positive impact on the community.
• Independent and Effective Worker:  Self-driven with the ability to work effectively without constant supervision.

As a Repair Technician, you'll be responsible for:

• Diagnosing and Repairing Issues: Diagnose and repair software and hardware issues for computers, smartphones, tablets, and game consoles, recommending suitable solutions.
• Software and System Management: Install, update, and configure software, operating systems, and applications on client devices.
• System Security: Install and maintain security software, monitor systems for threats, and educate clients on safe online practices.
• Record Keeping: Maintain detailed records of all repairs, updates, and installations.
• Client Interaction and Upselling: Provide excellent customer service, facilitate client check-in and check-out, identify client needs, and upsell appropriate solutions (e.g., protection plans, hardware upgrades).
• Customer Experience Management: Ensure a superior customer experience from initial contact through to the completion of repairs, maintaining consistent service delivery.
• Remote Support and Device Prep: Perform simple remote support requests and assist with device prep work for small office/home office projects as needed.

Benefits

• 401(k) plan with employer match

• 7 paid holidays annually
• 10 vacation/personal leave days annually (15 days after 3 years)
• Regular team-building activities
• Employee discounts on our products and services
• Opportunity for growth and advancement 

Application Process

1. Apply online
2. Reply to our initial email within 24 hours. (You'll need to answer four questions)
3. Phone Screening interview (approximately 15 minutes)
4. Skills test (approximately 25-30 minutes to complete)
5. Deep Dive interview (approximately 1.5 hours)
6. Team Shadow Day “Experience a Day in the Life with Us” (3 hours paid)

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