Help Desk Specialist III

Help Desk Specialist

ABOUT VISIONARY BROADBAND:

Visionary is a regional internet provider tackling tough broadband obstacles in Colorado, Montana, and Wyoming. We’re a hardworking crew with the creativity to get it done and the determination to say YES. We go the extra mile on making it happen for our customers – with “turn it up and twist the knob off” service.

Position Summary:

The Helpdesk Specialist will provide technical support to users in an efficient and accurate manner. This position will solve basic and advanced technical problems and provide support for all departments and employees within the company. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities:

• 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
• Provide accurate information on IT products or services
• Record events, problems, and their resolution
• Identify and suggest possible improvements on procedures
• Respond to requests for technical assistance in person, via phone, chat or email
• Diagnose and resolve technical hardware and software issues
• Follow standard help desk procedures
• Administrate help desk software
• Follow up with customers and users to ensure complete resolution of issues
• Analyze recurring problems and solutions
• Stay current with system information, changes and updates
• Train computer users as necessary
• Clean up computers physically and digitally
• Use AIDET and other Customer management skills
• Assist the IS Team Members and Management is other assigned tasks
• Maintain an accurate list of all company owned IT Assets and which users are assigned to them
• Keep company devices up-to-date / in-compliance using MDM, MAM, and prescribed security practices
• Document any system changes related to procedures and credentials
• Monitor and report on users not complying with IS policies
• Make sure new hires have the appropriate devices and accounts by their start date
• Comply with company IT Policy, IRPs, and RPOs as necessary
• Work as directed by IS Management

DESIRED ATTRIBUTES:

• Tech savvy with working knowledge of Microsoft products including Windows and Office
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Customer-oriented with customer service and conflict resolution skills
• Problem solving and organization skills; Project management a plus
• Excellent communication skills
• Previous helpdesk or customer service experience preferred

Visionary is often on the cutting edge of new technology deployments and works in a multitude of different situations with many different entities. A successful candidate will be a critical thinker, willing to both come up with new solutions and work with existing team members to collaborate on a best way forward in unique situations.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, marital status, parental status, Pregnancy or maternity status, genetic information, sexual orientation, gender identity or expression, transgender status or reassignment, veteran's status, political affiliation, age or disability. Or any other status protected by applicable Federal, State or local law.

Visionary Communications, Inc. is an EEO Employer- Minorities/Women/Disabled/Veterans.