Help Desk Technical Support

Description

Responsibilities:
-Provide world-class customer support promptly, with a focus on quality and on first call resolution.
-Assist in continual improvement/expansion of technical knowledge database of answers to customer questions.
-Maintain detailed customer records in CSR database regarding each service/support call.
-Perform other various special software and engineering assignments or duties as required.
-Occasional travel to job sites to provide hands-on assistance with installation, training or service.
-Occasional weekend duties, including travel to job sites or providing on-call or remote weekend helpdesk support.
-Interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training. 

Qualifications

Must have full authorization to work in the US without requiring sponsorship now or in the future (no H1B, CPT, OPT, etc);
-AA/AAS/AS degree in technical field (or military equivalent) minimum,
-BS in EE, EET, CE, MIS or IT or similar technical field strongly preferred.
-Previous telephone support experience (at least 1 year) is preferred;
-Previous hands-on network installation/maintenance experience (network setup, cabling, PC setup, etc) strongly preferred;
-Some physical ability such as moderate lifting, working on ladders and in bucket trucks at heights, etc. required;
-Occasional travel to customer sites, (may vary from rare to 25% travel), willingness to travel by air,
-Must possess a valid driver’s license, insurable driving record, and ability to rent vehicles.
-Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills preferred.
-Occasional overtime and weekend hours required.