Tier 2 Help Desk Technician

Clear Connection is the trusted technology partner that businesses have been relying on for 30+ years. Guided by a client-focused philosophy, we believe that technology transformation is the key to creating better customer experiences and unlocking new revenue opportunities. We collaborate closely with organizations to assess whether their existing storage, systems, networking, mobile, or collaboration infrastructures are equipped to support the demands of emerging applications.

Due to continued growth, we are looking for a Tier 2 Help Desk Technician to support our team in Beltsville, MD. In this role, you will be responsible for all aspects of customer satisfaction, and first all trouble resolution on minor phone issues, camera, computer and security issues. This includes timely and effective call handling of all phone calls through the CCI ACDD and effective and timely management of all service tickets.

This position will follow all procedures outlines in the Helpdesk roles and responsibilities.

Responsibilities:

• Handle all aspects of customer service at CCI as well as serving as the primary dispatcher for our service personnel. This position will also be responsible for ensuring tickets are current/closed with customer, work, time information and subsequent billing. This position will be heavily involved with assisting management on Tigerpaw (or any CRM package), GPS, ACD, and other system processes.
• Answer the customer service and help desk telephone lines with professional telephone etiquette.
• Perform Level 1 troubleshooting on all IT, camera, phone, and security issues. This includes, Mitel, NEC, Avaya, Brivo, and Hikvision.
• Upgrading & installing new workstations.
• Troubleshooting workstations, printer, or connection problems.
• Configuring profiles and other user specific requirements.
• Installing and configuring applications.
• Setting up new printers.
• Software patches.
• Modifying user accounts/email settings/profiles
• Maintain the accuracy of information within the CCI central data repository (i.e. Tiger Paw). Verify and update necessary customer account information such as account name, address, main telephone number, point of contact (POC ) name, POC email address, POC telephone number. Rep will follow outlined processes as defined e.g., Help Desk Roles and Responsibilities document.
• Advise management immediately of any callouts, customer escalations, and issues.
• Generate service order tickets based on the information given by the customer.
• Close and invoice service orders within two days of the completed work.
• Coordinate and assist the Customer Service Manager in the assignment, scheduling, and dispatching of all technical resources for service and installation related activities.
  • This includes coordinating technical resources for projects run by Project Managers.
    
    • Coordinate resources to support carrier services representatives and providers.
    
    • Coordinate subcontractors
    
    • Assist in the tracking and monitoring all technical resources throughout their daily activities including arriving on time to scheduled appointments, rescheduling missed appointments and collecting any daily time-reporting (DTR) when necessary.
    
    • Provide assistance to the Operations Department on an as needed basis.
    
    • Prepare Desi labels and other related duties for the pre-install work effort.
    
    • Backup the warehouse with all duties.
    
    • Create training documentation as necessary.
    
    • Assist with the implementation of technology to improve the ability of CCi’s Customer Service Center to provide better support and quality of services.
• Other duties and tasks as assigned.

Experience/Qualifications:

• Education:
  
  Minimum of a High school degree.
• Dell, HP, IBM, Lenovo knowledge preferred.
• Must be able to lift over 50lbs
• Must be able to install Operating Systems on Bare Bones Servers (Windows Server 2003, 2008, 2012), Windows Desktops XP, 7, 8, 10 Linux (Cent OS),
• Knowledge of HP Pro Curve Switches, Adtran Routers, Sonicwall Firewalls, Routing Protocols, VLANS
• Knowledge of VoIP environment.
• Must possess basic diagnostic skills. Desired candidate should be able to troubleshoot from beginning to end and provide detailed information on resolution.
• Desired candidate…