Team Lead-Help Desk in Hazelwood, MO at Windstream

Date Posted: 5/8/2018

Job Snapshot

Job Description

Job ID:18001434
General Summary:
The Team Lead-Helpdesk primary responsibilities include day-to-day functional support including working queues, maintaining service levels, escalation work assignments, attendance adherence, scheduling, and answering staff questions. The role also entails answering incoming calls from Hospitality Guests and assisting them in basic troubleshooting of their internet connections as call volume dictates. Needs to have low to medium technical skill in internet connectivity and basic network infrastructure. Shift work is mandatory, as well as a high degree of customer service skills.
 
Job Responsibilities:

Sets a positive example of behavior and attitude for day-to-day service activity, maintains a professional demeanor. Timely attendance, and has proper follow up of work assignments and projects. Acts as a resource to staff in resolving difficult or unusual customer questions or operational procedures.
 
Technicians at this level have the ability to interact with customers and management  at a profession level. The technician works under the supervision of a designated Help Desk Manager. 


Required Skills/Experience:

  • Knowledge of cabling infrastructure and basic knowledge of data networking
  • Ability to speak clearly and articulate steps to technical employees
  • Proficient in at least one system manufacturer.
  • Ability to perform general technology data “Remote Support” services.
  • Capable in performing administrative tasks such as time reporting, material ordering, task tracking and database management.
  • Excellent customer contact skills. Good oral and written communication.
  • Maintain and install the peripheral equipment which runs off of system ports such as but not limited to: modems, computers, and printers, fax machines, etc.
  • Knowledge of network equipment for video conferencing, data, or VOIP transmission
  • Ability to interact well with all levels of management and co-workers
  • Competent in maintaining company tools for the purpose of ensuring company assets are kept in proper working condition.
  • Collaborates with colleagues and removes silos between support groups.
  • Demonstrates teamwork by supporting and assisting other Team Leads as necessary.
  • Communicates positive and negative feedback that is specific and constructive.
  • Documents and maintains customer service procedures and training materials.
  • Demonstrates quality communication skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfactions.
  • Initiates solutions to improve quality and productivity.
  • Performs special assignments as required. 
Preferred Experience/Training:

  • Associates Degree, vocational, or technical training in networking, data technology, VOIP, or a related technical field.
  • Two to five years of work experience in the installation and/or service of data networking, or VOIP equipment.
  • System Certification or proficiency
  • 1 to 2 years of telephone support

Job Requirements

Minimum Requirements:  High School diploma or equivalent and 2+ years experience with 1-2 years directly related to the job. College hours or a college degree 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. Windstream is a drug-free workplace.