ISP Help Desk Support Tech

Centre WISP is a wireless and fiber optic internet service provider in Centre Hall, PA. We provide internet service throughout Central Pennsylvania, including Centre, Mifflin, Juniata, and Perry counties. We work closely with residents and regional governments to offer broadband internet to previously underserved areas.

We are looking for a Help Desk Technician to join our help desk department. The ideal candidate is a problem-solver with ISP or technology help desk experience. This role provides technical support and assistance to customers on the phone or in person. They will identify and resolve problems, research answers, and guide customers through corrective steps.

This position requires an individual with exceptional customer service skills, and the ability to work as part of a team to resolve issues timely.

Primary Responsibilities:

• Responsible for managing tickets in our service queue and assisting customers by troubleshooting issues with their internet service.
• Debug network issues and monitor and respond to events.
• Provide white-glove support to customers who need assistance with technology, such as streaming TV and VOIP telephones.
• Provide professional, friendly technical support.
• Respond to, diagnose, and resolve requests for assistance.
• Follow-up on end-user issues to ensure customer satisfaction.
• Create timely and accurate documentation of end-user interactions and issue escalations.
• Perform basic upgrades of customer equipment.
• Assist with the planning of new network expansions.
• Assist with the coordination of tasks for onboarding new customers.
• Create customer-facing knowledge base articles that assist with common issues.

Required Skills and Qualifications:

• Ability to build rapport with customers.
• Enjoy communicating with people about internet service.
• Strong written and verbal communication skills.
• Strong troubleshooting and critical thinking skills.
• Possess the ability to communicate technical concepts to a wide variety of clients with an array of different technical skill levels.
• Positive attitude.
• Experience working with customers over the telephone is a benefit.
• At least one year of experience with technical support in an ISP or IT role.

Hours: 7am to noon (part-time) or 7am to 3:30pm (full-time) weekdays.

Benefits included in full-time option.

Job Types: Full-time, Part-time

Pay: $18.00 - $23.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Experience:

• Help desk: 1 year (Preferred)
• ISP or IT: 1 year (Required)

Work Location: In person

Salary : $18 - $23