Help Desk Specialist at VISIONARY COMMUNICATIONS LLC

Help Desk Specialist

Location: Gillette, WY

Compensation: $27.20 - $33.45 Hourly

ABOUT VISIONARY BROADBAND:

Visionary is a regional internet provider tackling tough broadband obstacles in Colorado, Montana, and Wyoming. We're a hardworking crew with the creativity to get it done and the determination to say YES. We go the extra mile on making it happen for our customers - with "turn it up and twist the knob off" service.

POSITION SUMMARY:

The Helpdesk Specialist will provide technical support to users in an efficient and accurate manner. This position will solve basic and advanced technical problems and provide support for all departments and employees within the company. The goal is to make sure that customer value is maintained to the standards set forth by the company.

RESPONSIBILITIES:

Determine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of supportProvide accurate information on IT products or servicesRecord events, problems, and their resolutionIdentify and suggest possible improvements on proceduresRespond to requests for technical assistance in person, via phone, chat or emailDiagnose and resolve technical hardware and software issuesFollow standard help desk proceduresAdministrate help desk softwareFollow up with customers and users to ensure complete resolution of issuesAnalyze recurring problems and solutionsStay current with system information, changes and updatesTrain computer users as necessaryClean up computers physically and digitallyUse AIDET and other Customer management skillsAssist the IS Team Members and Management is other assigned tasksMaintain an accurate list of all company owned IT Assets and which users are assigned to themKeep company devices up-to-date / in-compliance using MDM, MAM, and prescribed security practicesDocument any system changes related to procedures and credentialsMonitor and report on users not complying with IS policiesMake sure new hires have the appropriate devices and accounts by their start dateComply with company IT Policy, IRPs, and RPOs as necessaryWork as directed by IS Management

DESIRED ATTRIBUTES:

Tech savvy with working knowledge of Microsoft products including Windows and OfficeGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and resolve basic technical issuesCustomer-oriented with customer service and conflict resolution skillsProblem solving and organization skills; Project management a plusExcellent communication skillsPrevious helpdesk or customer service experience preferred

Visionary is often on the cutting edge of new technology deployments and works in a multitude of different situations with many different entities. A successful candidate will be a critical thinker, willing to both come up with new solutions and work with existing team members to collaborate on a best way forward in unique situations.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, marital status, parental status, Pregnancy or maternity status, genetic information, sexual orientation, gender identity or expression, transgender status or reassignment, veteran's status, political affiliation, age or disability. Or any other status protected by applicable Federal, State or local law. Visionary Communications, Inc. is an EEO Employer- Minorities/Women/Disabled/Veterans.

Compensation details: 27.2-33.45 Hourly Wage

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