What are the responsibilities and job description for the IT Help Desk Specialist position at Hood Canal Communications?
IT Help Desk Specialist:
Since 1934, Hood Canal Communications (HCC) has been providing affordable and reliable communications services in Mason County, Washington. Now, more than ever, residential and commercial customers depend on high-speed internet service for their day-to-day needs and operations. HCC is expanding its fiber optic network to meet the needs of the community.
HCC is seeking a highly motivated, technologically diverse Help Desk Specialist. Must be a fast-learning, multi-tasking individual with excellent communication skills for troubleshooting, resolving, and documenting end user issues with various Internet Access Technologies including Fiber to the Premise, Cable Modem, in-home router setup, WiFi and small networks. Must have skills in PC Problem Solving, Troubleshooting, and Repair as well as being knowledgeable in-home router setup and small networks. Must be patient and customer-oriented.
Some responsibilities include:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Job duties may also include ISP equipment recycling, provisioning, and inventory maintenance. Hood Canal Communications is a drug free workplace and an equal opportunity employer. Salary is DOQ; great benefits package!
Benefits include:
- Medical Insurance
- Dental Insurance
- Vision Benefit
- Vacation Time (accrued at 7.5 hours per month upon eligibility)
- Sick Time (in compliance with Washington State requirements)
- Paid Holidays (nine plus one personal holiday)
- 401k Plan
Job Type: Full-time
Pay: $20.00 - $23.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Education:
- High school or equivalent (Preferred)
Work Location: In person
Salary : $20 - $23