Intern Help Desk Technician

Watchfire Signs, LLC.; Danville (IL); On-site; USD 22,041 - 26,174; Full time

Job summary

Watchfire Signs, LLC. in Danville, IL seeks a technical support team member to provide exceptional service in a hands-on role that goes beyond traditional customer service. This position requires strong networking knowledge and previous helpdesk experience. Ideal candidates will be pursuing technical degrees and have excellent communication skills.

Responsibilities include maintaining customer records, improving support processes, and providing timely assistance to customers and end-users. Legal authorization to work in the US is required.

Qualifications

• Solid understanding of networking and previous hands-on experience with network installation/maintenance.
• 1+ years of IT/helpdesk phone support experience.
• Exceptional verbal communication skills and customer service abilities.

Responsibilities

• Provide world-class customer tech support with focus on first call resolution.
• Assist in the improvement of the Watchfire knowledge base.
• Maintain detailed customer records in the service database.
• Perform various software and engineering assignments as required.
• Occasional weekend duties for on-call support.

Skills

Networking basics

Basic understanding of electronics

Customer service skills

Verbal communication skills

Education

AA/AAS/AS degree in technical field

BS in EE, EET, CE, ECE, MIS or IT

Job description

• Pay or shift range: $16 USD to $19 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

Summary

Our true differentiator in the market is exceptional technical support/customer service. This position is based onsite at our Danville, IL facility, where our help desk teamis at thecore of this promise. These technologically savvy call center techs are key team members whoprovide our outside customers -- end users and sign technicians -- with installation, service, maintenance and software operation assistance and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical

Responsibilities

• Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to our customers, dealers, and end-users.
• Assist incontinual improvement/expansion ofthe Watchfire knowledgebase - a key web-based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
• Maintain detailed customer records inCustomer Servicedatabase regarding each service/support call, email, and chat.
• Perform other various special software and engineering assignments or duties as required.
• Occasional weekend duties, such as providing on-call or remote weekend helpdesksupport.
• Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.

Required Qualifications/Skills:

• Solid understanding of basics of networking (not simply computer operation) is required.
• Basic understanding of electronics - including college coursework
• NETWORKING: Previous hands-on network installation/maintenancecoursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
• Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computerphone support
• Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
• Must be able to work onsite at our Danville, IL facility

Required Education and Licensing

• Pursuing an AA/AAS/AS degree in technical field (or military equivalent) minimum
• Pursuing a BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred.
• Must have been enrolled full-time for the current semester, new graduates are still eligible for this position

Watchfire is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Legal authorization to work in the US required. We will not consider candidates who need sponsorship, now or in the future, to be legally employed in the US. No H1B, OPT, CPT or other “temporary work authorization” candidates will be considered

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.