Support Desk

Cadence Technology Services; Chesterfield (MO); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Medical and Dental insurance

401k with company matching

Paid vacation, holidays, and sick days

Collaborative and supportive work env.

Autonomy in defining processes /...

Job summary

Cadence Technology Services, a nationwide telecommunications firm, is seeking a Help Desk Agent to support customers with troubleshooting, order processing, and liaison work when sales are unavailable. This onsite role is based in Town and Country, MO, with a focus on delivering reliable telecom services and top-notch customer care.

You'll handle tickets, communicate progress, and collaborate with internal teams to resolve issues quickly.

Qualifications

• 1+ year of experience in a help desk or support role.
• Strong customer service and communication skills.
• Proficient with Microsoft 365 suite.
• Familiar with Windows OS and Teams.
• Basic mobile device setup knowledge (Android/iPhone).
• CompTIA A+ is a plus.
• Able to work after hours as needed.
• Team-oriented and eager to learn.

Responsibilities

• Troubleshoot reported issues and document progress.
• Process orders and provisioning.
• Liaise with sales when needed.
• Provide timely customer updates.
• Maintain help desk ticketing records.
• Collaborate with teammates for issue resolution.
• Support after-hours on-call rotation.
• Educate customers on available technology.

Skills

Customer service

Communication

PC literacy

Problem solving

Team player

On-call

Learning ability

Mobile device setup

Education

High school diploma

Tools

Microsoft Office 365

Windows OS

Microsoft Teams

Android devices

iPhone devices

Job description

Cadence Technology Services is a nationwide telecommunications firm specializing in voice and data infrastructure, hardware, and provisioning solutions. We're expanding and are seeking a dedicated Help Desk Agent to join our dynamic team and grow alongside us.

In this role, you'll be providing essential administrative support by troubleshooting issues, processing orders, and acting as a liaison when sales representatives are unavailable. Your efforts will directly contribute to delivering top-notch customer service and ensuring that our customers have a smooth telecommunications experience. With a diverse customer base spanning various industries, every day offers new challenges and opportunities. This position solves practical problems and deals with variables in situations where only limited standardization exists. A self-starter mentality is a must! This is an onsite position that will be based in our office which is located in Town and Country, MO.

If you're passionate about problem-solving and enjoy helping businesses optimize their technology, this may just be the role you have been seeking!

Primary Job Responsibilities

(The following statements are intended as general illustrations of the work for this position and are not all inclusive)

• Basic troubleshooting of reported issues; control, manage, track, document and record all reported issues into the help desk ticketing software
• Document troubleshooting progress and investigate issues before escalating tickets to the next level of support
• Work with ISPs and MSPs during network outages to escalation the support ticket and keep communication open
• Order processing and provisioning
• Educate and elevate: Help our customers understand the technology available to them and how to best leverage it for their needs
• Customer communication and updates
• Complete other duties as assigned

What You Bring To The Table

• Strong customer service and communication skills- both oral and written
• Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Teams)
• A basic knowledge of Android and iPhone device setup and troubleshooting - specific to the use of mobile phone applications
• Intermediate knowledge of Windows and Operating Systems
• Working knowledge of Microsoft Teams including Teams voice and video conferencing
• Technical aptitude with strong PC literacy skills
• Strong problem-solving skills and decision-making ability
• Ability to learn and apply technical information in a fast-paced work environment where priorities may constantly change
• Flexibility to accommodate helpdesk's hours of operation, including participating in after hours on-call schedule
• Enthusiasm and desire to learn
• Work well in a team environment
• At least one year experience in a support/help desk role
• CompTIA A+ Certified IT Technician is a plus, but certainly not required

Education

High school diploma or equivalent

Pay, Perks And Such

• Competitive salary
• Medical and Dental insurance
• 401k with company matching
• Paid vacation, holidays, and sick days
• Collaborative and supportive work environment
• Autonomy in defining processes / procedures
• Access to paid professional development and training opportunities
• Internal growth opportunities: we promote from within!

Schedule

Monday - Friday 8 am - 4:30 pm

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

It is the policy of Cadence Technology Services to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, Cadence Technology Services complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training.