Help Desk Coordinator II

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Effectively address issues related to networks, devices (such as laptops, cell phones, tablets, TVs, and game consoles), and other equipment.

• Accurately determine whether Tier I support tickets need to be dispatched or escalated to Tier III for further assistance.

• Perform remote troubleshooting for problems related to networks.

• Identify access points and assess their functionality, including heartbeats and user counts.

• Assess if rebooting wireless access points is necessary to resolve connectivity issues.

• Use MAC addresses to verify the connection status of devices.

• Troubleshoot cable and video-related problems.

• Reboot POE injectors, wireless access points, receiver racks, and other devices managed through the remote power controller.

• Resolve video and programming issues on Dish Smart Boxes.

• Address concerns escalated by property staff.

• Carry out additional tasks as assigned.

⛳️ Requirements

• Must have a High School Diploma or GED.

• Expertise in network and wireless troubleshooting.

• Over 2 years of experience in customer service.

• More than 1 year of experience in technical support.

• Excellent written and verbal communication skills.

• Outstanding telephone etiquette.

• Strong documentation skills.

• Proficient technical troubleshooting abilities.

• Exceptional problem-solving skills.

• A genuine enthusiasm for assisting others.

• Effective communication capabilities.

• A strong desire to be a key member of a dynamic and supportive team.

🏝️ Benefits

• Health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Paid time off and holidays.

• Opportunities for professional development.

• Performance-based bonuses depending on the position.