IT Help Desk Support Tech

Job Description

(1) FT IT Help Desk Support Technician
Hours: 4/10’s consisting of 9:30a-8p Friday-Monday
Note: Individual needs to be capable of working in an office setting alone on Saturday and Sunday.

Overview:
As a Tier 1 Support Specialist for South Slope, you will focus on being a customer advocate and providing a unique balance of customer focus along with technical support. Your attention to detail is impeccable, you learn quickly, and you have excellent communication skills. You have a great sense of pride in your work and strive to contribute to the overall success of the team at all times. You are comfortable being held accountable in a team-oriented environment. You see opportunities to improve processes and confidently bring your ideas to the table. You are driven to face challenges head on with a sense of urgency and follow through to reach resolutions.
You will receive the training necessary to become proficient within the technical support team! Your training will provide opportunities to learn about a wide variety of technologies. You will learn through in-house sessions, simulations, and hands-on experience.

In your first month, you will:
• Be exposed to a wide variety of products ranging from voice services such as Plain Old Telephone Service (POTS), video services, and Internet services such as Broadband, private data services and more
• Learn internal systems and processes
• Learn basic functions of external vendor and partner portals to resolve customer issues
• Make connections with South Slope staff with whom you will be interacting most frequently
• Follow up on existing customer issues and take the lead on lower priority issues (ex. POTS and DSL) to get a feel for the resolution process
• Generate customer service notifications for maintenance events and proactive service alerts

In your first 3 months, you will:
• Continue to become familiar with higher priority and more complex outage scenarios
• Follow up via outbound phone calls, email, and internal tools within in our service guidelines to maximize customer satisfaction
• Handle inbound customer phone calls and provide support on product suite
• Be familiar with basic troubleshooting techniques and requirements for carrier tickets on a subset of products

In your first 6 months, you will:
• Meet or exceed department standards for the Tier I Support Specialist role
• Be fully comfortable in all aspects of the role and able to work independently
• Identify opportunities to streamline work process and increase efficiency
• Continue to build rapport and be fully established as a go-to resource for South Slope’s customers

What you will do:
• Critically think through and troubleshoot business networks
• Accurately answer a variety of technical questions about South Slope’s services
• Provide each customer with outstanding experience by answering phones before the 2nd ring, resolving concerns with minimal hold time

What you’ll bring:
• College degree, technical certification, or 2+ years of related work experience in telecommunication industry
• Minimum 1 year of customer service or technical help desk background, preferably in a call center environment
• Knowledge of access DSLAMs, modems, set top boxes, routers, wireless devices, remote controls, video equipment provisioning
• Network+ certification required; Candidates hired for this position without certification will be required to acquire it within six months of accepting position
• Excellent computer skills, including MS Office
• Ability to grasp technical concepts quickly and explain them to others
• Professional demeanor with a commitment to providing stellar customer experiences and productive teamwork
• Must have a commitment to supporting customers’ success with South Slope’s services
• Ability to prioritize issues and work at an efficient pace, which may include multi-tasking
• Strong work ethic and an extraordinary attention to detail
• Ability to work independently and effectively with a team
• Ability to communicate effectively with customers and all levels of the organization
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills
• Self-motivated, with high learning aptitude, and initiative
• Ability to cope with stressful situations and maintain a calm and professional demeanor
It’s also helpful if you have:
• Prior experience working at a help desk
• Telecom experience
• VoIP experience
• Experience troubleshooting layers of OSI model, layers 1-3, physical, MAC addressing and network TCP/IP
• Ability and eagerness to learn new systems, tools and processes
• Technical certifications, such as Comp TIA A+, Net+, and/or others

South Slope requires all applicants to:
• Possess a valid driver’s license and good driving record
• Successfully pass a criminal background check and pre-employment drug screen

Starting Wage:
$15-$18/hour + $1.50/hr shift differential

Job Location (City, State)
North Liberty, IA
Company Name
South Slope
Company Email Address
jenny.gunderson@southslope.com