Help Desk Technician

Company Description

AWP is North America's leading traffic control specialist. Our team of 6,500 professionals helps secure 2,000 work zones every day - ensuring customer crews, drivers, and our own teams get home safely. We protect those who operate, maintain, and upgrade infrastructure in the energy, broadband, and transportation sectors and provide traffic control for major events like the Boston Marathon.

Since our founding in 1981, we have served customers through the talent of extraordinary team members committed to customer focus, growth, valuing each other, safety and quality, and a sense of urgency

Job Description

As a Help desk technician, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to drive resolutions are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

What you will be doing

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications

What you bring to AWP

• Proven experience as a help desk technician or other customer support role
• Experience using Jira Service Desk
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Customer-oriented and cool-tempered

Additional Information

Required Skills/Abilities:

• Self-Accountability
• A positive attitude
• Coachability
• Excellent interpersonal and customer service skills
• A strong work ethic
• A desire to learn
• Excellent verbal and written communication skills
• Ability to function well in a high-paced environment
• Excellent organizational skills and attention to detail
• Proficient with Microsoft Office Suite or related software

Salary Range: $58,000 - $63,000

All your information will be kept confidential according to EEO guidelines.

AWP Safety is an Equal Opportunity Employer (EOE). Women, minorities, veterans, and individuals with disabilities are encouraged to apply. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.