Specialist-Help Desk Technician in Hazelwood, MO at Windstream

Date Posted: 10/10/2018

Job Snapshot

Job Description

Job ID:18003603
General Summary:
Under the supervision of a designated Help Desk Manager, the Specialist-Help Desk Technician answers incoming calls from Hospitality Guests. This position will assist the guest by troubleshooting internet connectivity issues while the guest is staying at a supported property.
Job Responsibilities:
  • Provide customer service, through a central operations center, by answering calls in order to resolve internet connectivity issues; and, ensure the resolution of problem assessment, diagnosis, and repair
  • Maintain accurate and timely status reports of service events in the company’s ticketing system 
Desired Qualifications:
  • Working knowledge of cabling infrastructure and basic knowledge of data networking
  • Ability to perform general technology data “Remote Support” services
  • Capable of performing administrative tasks such as time reporting, material ordering, task tracking, and database management
  • Ability to articulate steps to non-technical customers
  • Ability to maintain and install peripheral equipment such as: modems, computers, printers, and fax machines
  • Knowledge of network equipment for video conferencing, data, or VOIP transmission
  • Proficient in at least one system manufacturer such as HP, Cisco
  • Competent in maintaining company tools for the purpose of ensuring company assets are kept in working condition.
  • Possess intermediate technical skill in internet connectivity and basic network infrastructure
  • Ability to accommodate a flexible schedule, including overtime when necessary
  • Ability to use diplomacy when working with challenging or demanding customers
  • Ability to quickly and successfully build rapport with a wide range of customers
  • Demonstrate organizational skills with the ability to multi-task, prioritize daily tasks, and perform successfully in a fast-paced environment
  • Excellent verbal and written communication skills, telephone voice, and telephone etiquette
  • Capacity for collaboration across the organization
  • AA/AS degree in technology related field is preferred; but not required
  • 1-2 years of telephone support experience is preferred; but not required
  • Certificates/ Licenses: CompTIA (A+, Network+)  is preferred; but not required

Job Requirements

Minimum Requirements:
High School diploma or equivalent and at least six months experience.  College hours; or, college degree; or, applicable military experience may be substituted for some experience as deemed appropriate.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.