Technical Help Desk

Position: Technical Help Desk 3
Job Title:
Technical Help Desk 3

Location:

Tucson, AZ 85745 (On-Site)
Duration: 24 Months
Daily

Schedule:

Wednesday-Sunday First Shift 7am-3:30pm; 4 - 6 months training;
Mon-Fri sched of training

Position s Contributions to Work Group:
- This role is critical to maintaining consistent and responsive support for DSS-related issues, especially during non-standard hours. By adding weekend hotline coverage and acting as a dedicated DSS resource, the position ensures that technical issues are triaged and resolved promptly. The role supports continuity of service and reduces backlog, contributing directly to the efficiency and reliability of the help desk team.

Reason/motivation for request:
- Backfill

Typical task breakdown:
- The primary responsibility of this role is to serve as a dedicated DSS resource, handling incoming cases with urgency and precision. Tasks include weekend hotline coverage from 7:00 AM to 3:30 PM, DSS password resets, ECM allocations, and blackbox conversions. The role demands a proactive approach to case management and a strong understanding of DSS systems to ensure timely resolutions.

Interaction with team:
- The role involves regular collaboration with team members both virtually and in person. Communication will occur through Microsoft Teams for remote coordination and face-to-face interactions within the Tucson Mining Center Service Center. This hybrid engagement model fosters teamwork, knowledge sharing, and quick problem-solving across the help desk group.

Team Structure
- The call center operates within a structured, multi-tiered support model designed to ensure responsiveness and efficiency across global operations. At the core, frontline agents handle routine inquiries and escalate complex issues to Level 3 (L3) support teams, which include specialized service engineers and technical leads. Supervisors play a pivotal role in guiding team success by setting clear goals, fostering collaboration, and ensuring customer-centric practices are embedded in daily operations.

Leadership oversight is maintained through regular Call Center Leader Meeting organized by the product support manager, and daily scrums by the regional manager.

Work environment:
- The position is based in an office setting at the Tucson Mining Center, providing a structured and professional, yet business casual workspace. The environment supports focused technical work and facilitates direct access to team resources and systems. With on-site full-time presence, the role benefits from immediate collaboration and hands-on support capabilities.

Education & Experience

Required:

- Associates in technology or equivalent
- 5 years technical experience with troubleshooting and root cause analysis

Top 3 Skills
1. Networking Strong understanding of network protocols, configurations, and troubleshooting techniques.
2. Windows Administration Proficiency in managing Windows environments including user accounts, permissions, and system updates.
3. Troubleshooting Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.

Additional Technical Skills
(Required)
- Advanced troubleshooting and root cause analysis capabilities to resolve complex technical problems and prevent recurrence.
- Log crawling and ability comb though large datasets.
- A fundamental understanding of SQL
- A basic understanding of scripting or programing with the ability to identify and follow syntax.

Soft Skills
(Required)
- Excellent customer service orientation, with a focus on clear communication, empathy, and responsiveness to user needs.
- Ability to work collaboratively in a team environment and maintain professionalism under pressure.
- Strong organizational and time management skills to handle multiple tasks effectively.