Help Desk Technician

Helpdesk Technician

Job Summary

Responsible to provide excellent support and technical assistance to 702 Internet and IT customers. In this role, Technician will be the first line of support for technical issues. This is a customer-oriented position and requires a high level of motivation for working with both people and technology. This role is key in maintaining service quality and ensuring smooth day-to-day operations for 702 clients.

The primary role for this position is to manage incoming calls, email, chats, and service-related inquiries. Provide Tier 1 technical support by troubleshooting service issues, detailed ticket documentation and manage follow-up calls. It is the responsibility of this role to work all tickets as received for 702 Communications clients. Ensures all assigned tickets are accepted, handled, and closed within target SLAs. Ensure service calls are responded to in an efficient manner so that customer satisfaction and field productivity goals are met.

Job Criteria-Key Components and breakout of % of time

Customer Support -60’5

Project Management- 20%

Network Support -20%

Daily Operations -20%

Essential Job Functions (May include but are not limited to the following. Other duties may be assigned.)

• Provide first-level technical support via phone, email, and chat.

• Troubleshoot and resolve issues related to modems, routers, wiring, email and more.

• Document solutions and update internal knowledge bases.

• Collaborate with internal teams to escalate and resolve complex issues.

• Perform equipment set-up, testing, and maintenance.

• Participate in daily monitoring tasks and assist with audits and data collections.

• Maintains high level of customer confidentiality and professionalism.

Knowledge, Skills, and Abilities

• Knowledge of Windows OS and MS applications (MS Office, Windows 11, Windows Server 16+).

• Basic IP and networking knowledge to included TCP/IP, DNS, DHCP and Wi-Fi technologies.

• Familiarity with networking concepts and support tools.

• Strong problem-solving skills and mechanical/technical mindset.

• Excellent communication and interpersonal abilities

• Ability to work independently and as part of a team.

• Comfortable working in a hands-on environment.

• Documentation Skills, Data Entry Skills, Telephone Skills, Reporting Skills.

• Self-starter/self-motivated and driven for success.

• Maintains a high level of professionalism and a courteous demeanor.

• Able to work flexible hours.

• Ability to work from home with high speed Internet service if necessary, (on call or inclement weather)

• Experience working with diverse environments.

• Demonstrated positive and professional interpersonal skills and written and verbal communications skills;

keen sense of verbal and non-verbal cues to engage potential and existing clients in person, by phone or

through other means to assess and respond to users’ needs.

• Negotiation and conflict management skills.

• Exceptional client relations skills to engage and service clients effectively.

• Effective critical thinking, analytical, and problem-solving skills to obtain business solutions, such as to

detect changes in circumstances or events.

• Strong organizational, multi-tasking, detail-oriented, and time management skills.

• Adaptability to changing priorities, as needed.

• Positive teamwork skills.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education and Experience Desired

To perform this job successfully, an individual must be able to perform each item under “Essential Job Functions” satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preferred:

· Technical or Vocational school graduate

· 1 year experience in a helpdesk or managed service provider (MSP) environment

· Experience with Microsoft products and operating systems management

Work Schedule

· 8 hour shifts ( 8 am to 5 pm)

· Monday through Friday

· On call rotation every third week

· In-office is required

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person