Entry-Level Support Desk Representative

Ultimate Staffing; Chanhassen (MN); On-site; USD 30,307 - 33,062; Part time

Job summary

Ultimate Staffing in Chanhassen, MN seeks an on-site Support Field Technician assistant for a contract role. You will support technicians during installations, manage on-site communications, and document visit details.

The position requires English proficiency, reliability, and the ability to work 7am–4pm, Monday through Friday, 100% in-office. Qualifications include a High School diploma and at least 1 year in customer service or related work, with strong multitasking and problem-solving

Qualifications

• Minimum 1 year of experience in customer service, technical support, or project coordination related work.
• Strong ability to multi-task and prioritize multiple projects.
• Clear written and verbal communication with diverse audiences.
• Willingness to learn new technologies and troubleshoot issues.

Responsibilities

• Support Field Technicians in achieving successful installations by offering technical assistance.
• Act as the primary contact for on-site technicians, taking incoming phone calls and providing prompt support.
• Accurately document all relevant installation information including check-in/out times, issue calls, resolutions, escalation steps, and follow-up notes.
• Resolve installation issues and assess their impact on scheduled work.
• Provide escalation support to Field Technicians, escalating issues as needed.
• Monitor site progress, conduct follow-up calls, and elevate as necessary if installation progress is at risk.
• Utilize installation manuals and knowledge bases to assist technicians with troubleshooting.
• Document hardware/software issues, causes, and resolutions for future reference.
• Ensure accurate documentation of check-ins/outs, visit statuses, and incident tickets with appropriate details.

Skills

Customer service

Multi-tasking

Communication

Problem solving

Reading/writing English

Excel

Education

High School diploma

Tools

Microsoft Office

Job description

• Support Field Technicians in achieving successful installations by offering technical assistance.
• Act as the primary contact for on-site technicians, taking incoming phone calls and providing prompt support.
• Accurately document all relevant installation information, including check-in/out times, issue calls, resolutions, escalation steps, follow-up calls, status updates, check-out scripts, and equipment verification.
• Resolve installation issues and assess their impact on scheduled work.
• Provide escalation support to Field Technicians, escalating issues as needed within the organization.
• Monitor site progress, conduct follow-up calls, and elevate as necessary if installation progress is at risk.
• Utilize installation manuals and knowledge bases to assist technicians with troubleshooting.
• Document hardware/software issues, their causes, and resolutions in the knowledge base for future reference.
• Ensure accurate documentation of check-ins/outs, visit statuses, and incident tickets with appropriate details, categories, and delays.
• Regular and punctual attendance is a crucial requirement for this role.

Requirements:

• High School diploma or equivalent.
• Minimum 1 year of experience in customer service, technical support, or project coordination related work
• 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.

Additional Info:

• Pay range: $22-24/hr.
• Schedule: Mon - Fri, 7am - 4pm
• Location: 100% in office - Chanhassen
• Type: Contract

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.