Job Description

Help Desk Technician III

Job Summary

The Help Desk Technician III will be essential for the overall success of the field service department. Our service department strives to provide a streamlined and painless service experience for our clients. Help Desk Technician III will play an essential role in creating a positive client experience by maintaining day-to-day operations within the Service department and collaborating with key personnel within our manufacturing facility, engineering, and repair departments.

Essential Duties and Responsibilities:

  • Be the subject matter expert on troubleshooting and service ticket resolution
  • Provide technical support to the field Installation team as overlap for the Tier IV Field Engineer
  • Manage Help Desk tickets promptly
  • Respond to customer issues via phone, email, or computer chat (chat not yet operational)
  • Use systems to identify projects at the beginning of a service ticket
  • Provide customer assistance through both basic and advanced troubleshooting steps
  • Document customer interactions and troubleshooting steps in the service log/system
  • Learn advanced levels of service diagnostics for both hardware and software of LED Displays
  • Coordinate with 3rd party vendors to support client ticket resolution: Media Players such as BrightSign, Crestron, Datapath, tvOne-Coriomaster, Content Managers such as PixelFire and Radiant, Display Interface Units – MegaPixel and Novastar
  • Learn and operate remote monitoring systems: Aware, NUC PCs (Teamviewer), and Ominous
  • Research and answer complex customer questions about product features and recommends appropriate solutions
  • Proactively follow up with clients to ensure issues are resolved
  • Issue Return Merchandise Authorization (RMA) to client’s as needed and complete required inventory requests to fulfill service tickets
  • Complete Non-conformance documentation for all service hardware component failures, repair components, and comprehensive root cause analysis in coordination with the engineering department and quality assurance representative
  • Full-service quotes for parts and labor as required based on displays that require service but are out of warranty
  • Maintain and increase technical proficiency as products are developed and upgraded

Qualifications:

  • 2+ years of experience working in a customer experience/service environment
  • Electrical Engineering degree preferred
  • CTS Certified is a plus but not a requirement
  • Highly detail-oriented and analytical individual
  • Flexibility to perform a variety of shifts with notice (some overtime may be required based on time zones)
  • Authorization to work in the United States and the ability to pass a background/drug test

Job Skills and Abilities:

  • Highly detail-oriented and analytical individual
  • Aptitude for learning technical areas
  • Work Independently without much oversite and collaborate with others
  • Organization and planning skills
  • Ability to prioritize work and time management skills
  • Data management
  • Proficiency with internet, Teamviewer, email
  • Ability to operate a Windows-based computer

Salary:
$60,000 – 65,000 annually, full-time position at 40 hours a week (remote)

Benefits:
401K
Medical
Dental


Click here to apply online

Details

Location
Peachtree Corners GA
Date Posted
8/03/2022