HELP DESK SERVICES ASSISTANT
Job Description
POSITION DESCRIPTION
Reports to: Communications Account Manager FLSA Status: Non-Exempt
Pre-employment Testing: Drug and health screening prior to contingent offer
Position Testing: Problem solving, basic computer, DISC personality
DUTIES SUMMARY
Under general supervision, provides technical customer support service to CFU subscribers of commercial and residential communication products as well as wholesale internet service providers; and performs related duties as assigned.DISTINGUISHING CHARACTERISTICS
Some leeway is granted for the exercise of independent judgment and initiative.EXAMPLES OF ESSENTIAL DUTIES
Assists and troubleshoots residential and commercial CFU subscribers in resolving cable television related questions and issues as presented via telephone, live support and email tickets; researches problems and new developments.
Assists and troubleshoots residential and commercial CFU subscribers in resolving internet access and other data related questions and issues as presented via telephone, live support and email tickets; researches problems and new developments.
Processes customer email addresses and troubleshoots residential and business email problems and mail servers via telephone, live support and email tickets; researches problems and new developments.
Configures, troubleshoots and maintains web hosting for residential and business customers.
Processes cable boxes for installation; recycles and tests digital cable boxes from customer returns; troubleshoots digital cable boxes from service call returns. Provides support for the Communications Technicians Responsible for maintaining a positive work atmosphere by acting and communicating in a manner that promotes positive relations with customers, co-workers and management.
MINIMUM QUALIFICATIONS
Knowledge of: Operation and setup of personal computers, network protocols, all computer operating systems, Internet technology, Windows, new software releases and updates, JAVA, HTML, Ethernet cards, firewalls, modems, anti-virus software, routers, hubs, and switches.
Ability to: Provide friendly customer service; multi-task and communicate effectively dealing with internal and external customers; utilize critical thinking and problem solving techniques; effectively manage stress, carry out work assignments as instructed; utilize computer databases and software; maintain accurate records; establish and maintain cooperative work relationships with those contacted in the course of work.
Education: High School diploma or equivalent.
Experience: One year customer service or help desk experience or equivalent preferred.
Certifications/License: None
PHYSICAL TASKS AND ENVIRONMENTAL CONDITIONS –Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the course of the workday. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.
Job Details
Company Name: CEDAR FALLS UTILITIES
Address: PO Box 769
Zip Code: 50613
Location: Cedar Falls, IA
Date Added: 8/30/09
Job Expires On: 9/30/09
Job Type: Part-time
Year Group: All Current Students
Payrate:
Contact Information
First Name: Lisa
Last Name: Salmons
Email: lsalmons@cfunet.net
Phone: 0000000000