Technical Help Desk

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.

- 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.

- 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 elevate 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.

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.

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

(Required)

• Advanced troubleshooting and root cause analysis capabilities to resolve complex technical problems and prevent recurrence.
• Log crawling and ability comb through large datasets.
• A fundamental understanding of SQL
• A basic understanding of scripting or programing with the ability to identify and follow syntax.

(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.