Summary

This is an entry-level position responsible for handling direct communication and providing excellent partner-focused service to CNWR’s clients and partners. Our goal as a service provider is to provide secure and correct solutions to our partners as a team. While technical knowledge will be utilized and developed, a positive approach to partners and empathy is a requirement. This position will be part of CNWR’s NOC team so technicians must have the ability to thrive in a fast paced and high-pressure environment.

Responsibilities

• Monitor Service Desk for new tickets to be triaged by Help Desk team
• Perform escalation process of tickets unable to be triaged
• Split tickets that have several issues into their own approachable tickets
• Provide help desk support and resolve problems to partner satisfaction
• Perform onboarding and offboarding of client’s users
• Update configurations, utilities, software for workstations
• Perform, update, & document procedures
• Monitor and respond quickly and effectively to client-facing and internal communications
• Setup and deploy workstations for client’s users
• Perform moves, add, changes, & deletes of configurations in Active Directory

Metrics

As a technology company, we are very data driven. With that we find that tracking what we do can be measured and monitored. Help Desk Technician’s will be responsible for the following metrics:

• Customer Satisfaction
• First Touch Ticket Closures
• Utilized Time
• Documents Created/Utilized
• Ticket Re-Opens
• Story Points
• Other Intangible Metrics reviewed during 1-on-1’s

Qualifications

• Proficiency in Microsoft Office Suite
• Experience in IT Services (1 – 3 years of experience)
• Basic comprehension of computer networking
• Experience with ticketing platform

Alignment

• Align with CNWR Core Values:
  • Communication
    • We speak our truths, but we always do it with care for one another
    • We share information with one another whether it’s good or bad
    • We make it safe for others to communicate with us at all times and we are curious about others’ perspectives
  • Firefighter Mentality
    • We prepare ourselves so that problems may be prevented, and respond when things inevitably go wrong.
    • We maintain our skills so we are adept at responding to unforseeen issues.
    • We respond to issues and view them as an opportunity to solve a problem.
  • Customer Focused
    • We create value for our customers because without our customers our company does not exist.
    • We see our customers as humans, not corporations, and we treat them accordingly.
    • We partner with our customers and use their feedback to guide our product and our business.
  • Team Focused
    • We work and play together.
    • We care for each other, our families, our customers and our community.
    • We rely on each other to provide the skills we may personally be lacking.
  • Respect
    • We respect our lives and strive for balance.
    • We seek alternative viewpoints as a method of solving problems.
    • We believe in the process for conducting ourselves and our business.
  • Driven to Succeed
    • We value results over process.
    • We move with speed and direction.
    • We look for points of leverage and efficiency at every turn so that we can move faster while preserving quality.

Expectations

Help Desk Technician (Level 1) is considered a physical work environment. Technician should be able to move objects weighing 10 pounds on the regular with occasional scenarios where objects in the range of 20-50 pounds are required to be moved.

Must be able to:

• Stay active physically for an extended period of time up to to 10 hours. Including walking, lifting, standing, climbing, crouching to install, move, or troubleshoot equipment.
• Prepare and understand a wide variety of documentation such as reports, spreadsheets, maps, plans, records, correspondence in all languages required by the job
• Speak to partners and clients with professional poise and integrity
• Respond adequately to inquiries or complaints
• Write using standard convention in all languages required by the job
• Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions
• Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form
• Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone, et.al.)
• Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently
• Deal with people beyond giving and receiving instructions maintaining effective working relationships
• Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
• Be sensitive and empathetic to cultural differences among individuals and groups of persons
• Be empathetic to individuals issues
• Operate a motor vehicle safely
• Operate/use a variety of job specific office machines and other office equipment
• Manage multiple high priority initiatives in a fast paced, highly technical environment.
• Successfully perform the planning, directing, reporting and administrative responsibilities of this position

Disclaimer

The above description is intended to describe the general nature of the work being performed by the associated role. This description is not intended to be a list of all responsibilities and duties of the role.

Workplace Designations

By the nature of this position, certain onsite visits will be required when installing and managing workstations. However, this position is not a required full-time inhouse employee. Requirements of the workplace are designated in the company handbook and are subject to revision upon manager approval for unique cases.