Service Desk Operator I

I. POSITION SUMMARY:

The Service Desk Operator is responsible for providing Second Level Support Help Desk functions for residential and business customer premise equipment, software, and services.

Service Desk functions include coordination and collaboration with First Level support, ISP, MSP (Tech Protect) and Information Systems (IT) departments to assist with accomplishing service support objectives and projects.

Schedule - 4/10, Wednesday-Saturday, In Office

II. JOB RESPONSIBILITIES:

A. Service Desk: Incident Management:

• Respond to incident reports and ticket escalations from First Level Support in a timely manner.
• Interface directly with customers to troubleshoot and resolve issues involving telephone, PC, LAN, Wi-Fi, VoIP, and/or PBX equipment.
• Coordinate ticket escalation to Third Level Support, Field Support (I&R), or third-party providers.
• Help develop, maintain, and adhere to troubleshooting procedures for supported services.
• Close incident records (trouble tickets): Correctly categorize incidents for problem identification and to check for completeness of information.

B. Service Desk: Change Management:

• Facilitate and document service transitions and qualification.
• Assist with the testing, configuration, and documentation of services and related customer premise equipment.
• Work with OSP & Engineering to maintain accurate facilities records in OSS.

C. Participate in Projects:

• Work with project teams under the supervision of the project manager.

D. Performs other related duties as assigned by management.

III. Distinction of Position Levels:

• Entry-Level/Level 1 (L1): – Learning departmental processes/procedures while handling basic troubleshooting, CPE management, and end user support with regular coaching or supervision.
• Mid-Level/Level 2 (L2): – Performs job duties at a satisfactory level, while handling more complex issues and assisting with outage management. Along with seeking internal and external training opportunities. Only requiring occasional coaching and supervision
• Advanced/Level 3 (L3): – Exhibits skill proficiency, being able to handle all aspects of their job duties. Utilizing and implementing practices from previously completed training and/or experience. Providing support to team members and other departments, while needing little to no coaching or supervision.

IV. EDUCATION, EXPERIENCE, AND SKILLS:

The required specifications (education, experience, and skills) are those that the employee must have to hold the position. Applicants applying for this position must possess the required specifications in order to be considered for the job. The desired specifications are those that are not required for the employee to hold the position, but the employee should try to obtain the desired education, experience, and/or skills to be effective and successful in the position.

Education:

• Required education: High school graduate or equivalent.
• Desired education: 2 year College degree in a technology related field, relevant certifications and/or training.

Experience:

• Required experience: 1 year experience with technical support
• Additional desired experience: Any mix of the following: LAN and ISP network fundamentals and protocols, Wi-Fi, PBX, telecommunications, call center experience.

Skills:

• Required Skills: Attention to detail, critical thinking, and analytical skills. Ability to work effectively with internal and external customers in a team environment. Proficient in use of Windows desktop operating systems and standard office applications. Basic home and small business LAN setup and troubleshooting. Diagnostic, troubleshooting, and problem-solving skills for typical user issues. Ability to solve common problems independently, quickly, and completely. Communicate clearly and effectively with customers, peers, supervisor, and other department members through verbal and non-verbal communication. Dexterity and familiarity with hand tools. 40 WPM.
• Aptitude for learning new material quickly. Able to take the initiative and to work with or without regular supervision. Process documentation and diagram skills.

V. PHYSICAL REQUIREMENTS:

• Seeing - Must be able to read reports and use computer: 75 - 100%
• Hearing - Must be able to hear well enough to communicate With employees and business contacts: 75 - 100%
• Standing/Walking: 0 - 24%
• Climbing/Stooping/Kneeling: 0-24%
• Lifting/Pulling/Pushing: Must be able to lift at least 40 lbs: 0 - 24%
• Fingering/Grasping/Feeling - Must be able to write, type, and use phone system: 75 -100%

VI. Additional Eligibility Qualifications:

• Must maintain valid Oklahoma driver’s license.
• May participate in on-call rotation with other department members.
• Must be able to switch between tasks frequently.
• Must be able to work under pressure and work professionally with users that may be difficult.

Working Conditions:

Typical office environment working conditions (climate controlled at a desk).

Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.