Help Desk Support Technician I

About GeoLinks:

Founded in 2011, GeoLinks is the fastest growing internet service provider in the state of California. We offer high-speed internet access to businesses, non-profits, and anchor institutions throughout the state, and are committed to providing a positive customer experience. We are a fast-paced, tech-orientated, and customer-focused company that values collaboration and innovative ideas. At GeoLinks, we believe in a work-life balance and offer a positive and supportive company culture.

SUMMARY:

The Help Desk Support Technician 1 will have strong customer support orientation, upbeat, and positive phone

personality with excellent written/email communication skills. The Help Desk Support Technician 1 is

investigative and skilled in having conversations with end users to diagnose issues and determine quick

resolutions. The Help Desk Support Technician 1 must be able to independently work with software and

website navigation. Reports to Help Desk Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities include but are not limited too are:

 Basic/Tier 1 technical support by phone and email

 Monitor, review, and troubleshoot customer-facing network equipment and VoIP systems

 Analyze data and traffic to isolate issues and come up with scope of work to correct

 Daily review and follow-up of support tickets

 Work closely with our NOC and escalate for more technical troubleshooting as needed

 Work with Installation Technicians in the Field to turn up new service

 Program fixed wireless radios and networking switches to be used in the field

 Opportunities to grow and move up, progress

 Conduct other duties as assigned

PHYSICAL DEMANDS:

• Ability to sit for long periods of time

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

 Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing

style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

 Must type a minimum of 40 WPM

 Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others views;

Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own

interests; Able to build morale and group commitments to goals and objectives; Supports everyones efforts to

succeed.

 Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources;

Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

 Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect

and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through

on commitments.

 Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies

feedback to improve performance; Monitors own work to ensure quality.

 Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity;

Works quickly.

 Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines;

Reports potentially unsafe personnel behavior.

 Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or

method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

 Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when

absent; Arrives at meetings and appointments on time.

 Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions;

Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.

QUALIFICATIONS:

 High energy, being resourceful, and strong multi-tasking skills

 Strong customer service skills; friendly, approachable and motivated with a strong work ethic and high degree of

integrity.

 Basic computer skills; basic electronics and/or audio/video knowledge is helpful.

 Must possess a valid drivers license with a driving record that meets company minimum safety standard.

 Excellent oral and written communication skills

 Ability to be an effective team member and display initiative

EDUCATION AND/OR EXPERIENCE:

 High school diploma or GED preferred; college or technical/vocational school a plus.

BENFITS:

• Competitive salary
• PTO
• Health, Vision, and Dental Plans with no waiting period
• 401K with no waiting period
• Long-term Disability
• 100k Life Insurance
• Floating Holiday