What are the responsibilities and job description for the Help Desk Technician position at ALLO Fiber?
We are looking for a Help Desk Technician to provide technical assistance to our clients. You will diagnose and troubleshoot software and hardware problems, act as a point of internal escalation for other Help Desk Techs and assist in identifying knowledge areas where further training may be needed for the Help Desk team.
RESPONSIBILITIES:
- Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.
- Communicate with clients via email, chat, and phone.
- Provide timely and accurate solutions to customers’ technical problems and ensure prompt and accurate responses to increase client satisfaction.
- Prioritize tickets based on various factors including business impact, age of ticket, and scope of impact.
- Offer feedback and training to less experienced technicians on the team.
- Be a point of escalation for complex Tier 2 issues and work with the Sys Admin team to resolve.
- Participate and assist in the remediation of cybersecurity incidents.
EDUCATION/EXPERIENCE:
- A degree or equivalent in a relevant field, like Computer Science, IT or Software Engineering. Microsoft or similar certification is a plus.
- MS-900: Microsoft 365 Fundamentals Certification
- Relevant job experience is described as: job experience with similar essential duties and/or in similar industry
SKILLS / KNOWLEDGE / ABILITIES:
- Strong analytical skills and ability to convey that information succinctly and clearly.
- Strong interpersonal, teamwork, conflict resolution, and negotiation skills.
- Strong time management, organizational, and prioritization capabilities.
- Excellent oral and written communications skills internally and customer-facing with a focus on training.
- Well-versed in communicating at both the technician as well as customer level.
- Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.
- Ability to remain approachable in a fast-paced environment.
REQUIREMENTS:
- Remain stationary for extended periods
- Ability to communicate information
- Ability to crouch and crawl
- Ability to bend, kneel, and stand
- Ability to operate a computer
- Ability to operate hand tools and equipment
- Possess/maintain a Valid Driver’s License
- Travel requirement
- Ability to pass a Fingerprint Based Background Check
ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.
Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.
Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at recruiting@allofiber.com.
ALLO is a Drug Free and Tobacco Free Workplace.