Tier 1 Help Desk Tech Support Specialist

Schurz Communications; Winona (MN); On-site; USD 46,276,000 - 62,609,000; Full time

Benefits offered by this job

A+ certification

Familiarity with Macs (bonus)

Family medical plans

Dental and Vision

Company funded HSA

Short Term Disability

Long Term Disability

Parental Leave

Life insurance

401(k) with company match

Paid Time Off

Paid Holidays

Job summary

Hiawatha Broadband Communications (HBC) in Wabasha, MN is hiring a Technical Support Representative Tier 1 to provide quality customer support and resolve tickets. You will respond to calls, troubleshoot issues, track cases, and escalate as needed.

The role requires a high school diploma or GED, a valid driver's license, and PC familiarity. A+ certification and experience with networking are a plus. HBC offers a robust benefits package and opportunities for advancement.

Qualifications

• High school diploma or GED is required.
• Valid and clean driver's license.
• Familiarity with PCs is important.
• Ability to analyze, identify, prioritize and solve problems.
• Experience troubleshooting hardware, network problems, digital phones, wireless networks, email clients, and connectivity.
• Understanding of networking terms.
• Good customer relations and communication skills.
• Able to troubleshoot and repair customer products/services using knowledge of plant distribution and customer equipment operation.

Responsibilities

• Answer Help Desk phones courteously and follow procedures.
• Monitor and respond to support emails.
• Enter calls in Help Desk tracking software with detailed information.
• Routinely check voicemail and respond to tickets and emails.
• Provide support for cable modem or digital phone issues.
• Maintain professional image of the company in interactions with customers.
• Comply with company policies and specifications.
• Perform other duties as assigned.

Skills

Analytical thinking

Customer communication

PC familiarity

Networking terminology

Troubleshooting hardware

Email clients

Education

High school diploma or GED

Tools

Help Desk software

Job description

Hiawatha Broadband Communications (HBC) in Wabasha, MN is hiring a Technical Support Representative Tier 1 to provide quality customer support and resolve tickets. You will respond to calls, troubleshoot issues, track cases, and escalate as needed.

The role requires a high school diploma or GED, a valid driver's license, and PC familiarity. A+ certification and experience with networking are a plus. HBC offers a robust benefits package and opportunities for advancement.