Support Technician

Support Desk Technician

M-F onsite in Chanhassen, MN
Pay rate $20-22/hr
6 month contract

Ideal candidate is looking to grow skills in technical support field. Open to entry level. Great for a recent grad, or someone attending school or working on certification in field.Strong customer support is needed for the role.

The Support Desk Technician will work as a support system for on-site field technicians and be a liaison for the Deployment team. This position requires flexibility to change and adaptability to new responsibilities based on Company needs, client requests, changes in project requirements, and other project needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assists with new project support including pilots as budgeted, project specific needs, troubleshooting guides; trains new Support Desk team members and assists with scheduling needs as appropriate.
  
• Ensure tech check in/out, visit status and incident tickets are accurately documented with appropriate descriptions, categories, and delays.
  
• First point of escalation for on-site field technicians. Field Technicians may consist of technicians, independent contractors, or vendor partners.
  
• Provide technical assistance to the Field Technicians to aid in achieving successful site completion.
  
• Document clearly and accurately any information relevant to the installation, technician, or as outlined in project instructions. This may include but is not limited to check in/out times, issue calls, issue resolution, escalation paths followed, follow up calls, status calls, check out scripts, and/or equipment verification.
  
• Attempt to resolve issues that occur during installation and/or determine the impact of the issue on the scheduled work.
  
• Provide escalation assistance to the Field Technicians; including escalating issues to designated persons within Direct Source and/or designated client escalation paths.
  
• Escalate inventory, installations and/or staffing issues to the Project Manager as needed.
  
• Monitor site progress, conduct follow up calls, and follow appropriate escalation paths if installation progress is at risk.
  
• Refer to the installation manual and/or knowledge base and assist the installation technician/crew with troubleshooting techniques.
  
• Document hardware/software issues and the cause and resolution in knowledge base for future reference. Communicate the resolution/workarounds/strategies to the Project Tam and appropriate technicians.
  
• Assist the DSI Project team by monitoring, diagnosing, and developing suggestions for process change such as hardware, software, or general installation process improvements.
  
• Assist or review the documented process changes before distribution.
  
• Accept new and changing responsibilities associated with this position and projects as they develop.
  
• Learn and understand the technology and systems being installed in order to provide the best possible support.
  
• Regular and predictable attendance is an essential function of the job.

Secondary responsibilities will include, but are not limited to:

• Assist with projects, tasks, or in other areas as needed during downtime such as:
  
  • Complete pre-site calls to clients and/or scheduled field technicians.
    
  • Review deliverables for accuracy and completeness that are submitted by field technicians.
    
  • Assist with materials kitting and/or coordination for project materials.
    
  • Participate in local pilot installations to gain hands on experience of the project as well as better understand the installation process from a field technician point of view.
    
  • Project Support for Deployment.
    
  • Provide technical support, input to project resources, and develop or edit written instructions.

EDUCATION REQUIREMENTS

• High School diploma or equivalent.

MINIMUM EXPERIENCE, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS

• 1 - 3 years' help desk experience in a fast-paced environment preferred.
  
• Superior ability to multi-task, prioritize multiple projects, adjust to changing workflow and workload accordingly.
  
• Ability to take initiative, be self-motivated and an independent, accountable, dependable performer.
  
• Strong communication skills with demonstrated ability to express ideas and information (both in written and oral form) clearly and concisely in a manner appropriate to the audience, accurate and concise written documentation.
  
• Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations.
  
• Working knowledge and use of Microsoft Office products and databases; demonstrated proficiency in Excel.
  
• Proven ability to troubleshoot and resolve technical issues with willingness to learn new technologies.
  
• Able to work varying shifts and in varying roles to meet different project needs.
  
• Ability to maintain quality and safety standards.
  
• Must be able to read, write and speak effectively in English.

#P1



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