Address
Form of workDescription
Tier 1/ Tier 2 Help Desk Technician
Baltimore, MD Managed Services & Network Operations
Job Type
Full-time
Description
POSITION TITLE: Network Operations Help Desk Technician
TEAM: Managed Services & Help Desk
REPORTS TO: Director - Managed Services
FLSA Classification: Hourly, Non-Exempt
OBJECTIVE
As the Tier 1/ Tier 2 Help Desk Technician, under the supervision of the Director - Managed Services, you will assist in first-level troubleshooting and monitoring of AV technology, PC's, LED displays and related technology. Candidate will field services request and perform applicable remote diagnostics to pinpoint and resolve service issues involving LED displays interactive kiosks, PC's, Media Players, etc. Candidate will document progress and communicate updates to the client through clear and concise communications. You are responsible for resolving customer complaints involving both software and hardware. You will work with and coordinate technical support within our team as well as 3rd party vendors. On an ongoing basis, you are responsible for maintaining client satisfaction and building ongoing relationships through superior support and communications.
KEY PERFORMANCE AREAS
Maintain assigned tickets and manage progress and resolutions across multiple clients and assets.
Diagnose, analyze, and resolve issues in a timely manner.
Develop a strong relationship with software vendors and outside service/repair vendors.
Utilize Gables asset management portal to document progress and provide client updates.
Possess the ability to learn quickly and interact smoothly with senior technicians for guidance.
Essential Functions:
- Communicate effectively to both the client and internal and external Gable team.
- Translate technical knowledge into actionable solutions.
- Demonstrate problem-solving skills, researching and finding solutions when faced with unfamiliar issues.
- Collaborate with the team for expertise and to develop new strategies and improvements.
- Monitor clients' equipment to proactively address any emerging or recurring issues.
- Uphold a high level of customer service for all support queries, adhering to service management principles.
- Create and disseminate support documentation to assist staff with administration and invoicing.
- Support any client training requirements as necessary.
- Generate statistics for weekly Service Desk reports, tracking support trends.
- Support Network Operations by using remote access and management tools and application to remotely resolve client software and hardware problems.
- Be prepared for occasional travel on short notice, which may include local, out-of-state, and international travel depending on service locations and the need to work outside regular hours.
- Ability to pivot and shift focus upon support requests from supervisors or management.
- Physically verify warehouse inventory for required parts to be shipped to a client site.
Qualifications:
- Strong knowledge of software and technical systems.
- Proficiency in AV systems and networking technologies.
- Proficiency with computer hardware, functions, and troubleshooting.
- Proficiency with Window OS.
- Excellent communication skills and a customer service driven attitude.
- Ability to resolve client issues promptly while prioritizing the interests of Gable.
- Ability to multitask while staying organized and focused.
- Ability and willingness to learn and adapt to new software and hardware technologies.
- Proficiency in using Network Operations software to manage and respond swiftly to all cases.
Requirements
Requirements
OTHER DUTIES
The duties and responsibilities of this position are not limited to those listed in this job description. This job description is subject to revision and will change over time. At times, this position may also perform other duties and responsibilities as assigned. Team members covered under this job description will be notified of any changes.
ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS
PHYSICAL REQUIREMENTS
The physical demands described here are representatives of those needed to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the team member is regularly required to talk or hear. Ability to perform sedentary work which involves sitting for extended period of the time but may also involve walking or standing for brief period. The team member is frequently required to use hands to type, handle, or feel and reach with hands and arms. The team member is occasionally required to stoop, kneel and crouch. The team member may also be required to lift and/or move items.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those a team member may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job team members are occasionally exposed to moving mechanical parts and high, precarious places. The noise level in the environment is moderate. Occasionally job site noise will be very loud and protective ear covers may be needed. Periodic exposure to factory environment and conditions such as fumes, dust and mist.
ADDITIONAL REQUIREMENTS
All prospective team members must pass a criminal background check and drug test. Candidates must also meet the requirements for an I-9, e-Verify.
