Job Description

Help Desk Technician II

Job Summary

The Help Desk Technician II will be essential for the overall success of the service department. Our service department strives to provide a streamlined and painless service experience for our clients. Help Desk Technician II 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:

  • Manage Help Desk tickets promptly
  • Respond to customer issues via phone, email, or computer chat (not yet operational)
  • Use systems to identify projects at the beginning of a service ticket
  • Provide customer assistance through basic troubleshooting steps
  • Document customer interactions and troubleshooting steps in the service log/system
  • Escalate issues to the next Tier with the next level of difficulty
  • Learn basic levels of service diagnostics for both hardware and software LED Displays: Resending Configuration Files, Resending upgrading firmware, Diagnosing electronic hardware failures, Diagnosing basic content failures (wrong EDID, wrong refresh rate)
  • 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
  • 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 service quotes for parts and labor as required based on displays that require service but are out of warranty
  • Participate in product training to maintain a technical level of expertise (Travel may be required for training)
  • Complete Non-conformance documentation for all service hardware component failures

Qualifications:

  • 2+ years of experience working in a customer experience/service environment
  • Highly detail-oriented and analytical individual
  • Flexibility to work a variety of shifts with some notice (some overtime may be required)
  • Authorization to work in the United States and the ability to pass a background/drug test
  • Proficiency with internet, Teamviewer, email
  • Ability to operate a Windows-based computer

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

Salary:
$21-22.00 an hour, full-time position at 40 hours a week (remote)

Benefits:
401K
Medical
Dental



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Details

Location
Peachtree Corners GA
Date Posted
8/03/2022