Help Desk Technician

Company Overview

We are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match.

Job Summary:

This position provides tier one technical support assisting end users with their day-to-day technical duties and issues.

Essential Functions:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Sets up all new hire devices, workstations, ships devices to other locations as necessary and assists in inventory tracking.
• Acts as initial contact for all technical support required for computer workstation software, telephone, network, operating system, printing, and Internet access problems.
• Duties include answering the help desk phone, effectively researching issues to find the root issue, first level corrective action, problem escalation to second level when necessary, and properly document each incident with detail.
• Performs installs, password resets, upgrades, moves, and changes for computer software, and printers.
• If issues were unable to be resolved within one business day, must be able to provide daily status updates until issue is resolved.
• May perform other duties outside of job description when needed

Skills:

• Strong technical knowledge of PCs, laptops, printers, and peripheral hardware devices.
• Strong working knowledge of Windows, Microsoft Office, MS-DOS, communications software, virus protection, and diagnostic software.
• Ability to diagnose and resolve onsite and remote PC related computing problems.
• Proficient with computer imaging.
• Setting up and configuring new computers and laptops.
• Must be able to troubleshoot network and internet connectivity issues.
• Problem Solving/Analysis.
• Basic computer and operating system knowledge
• Strong customer service and customer relationship skills.
• Communication Proficiency through email, phone, and on paper with internal team.
• Time Management.
• Willingness to develop professionally
• Printer installation, configuration and troubleshooting.

Education and Experience:

• High School diploma or equivalent
• Experience using Active Directory, creating, deleting, modifying user accounts.
• Experience with Microsoft Office 365, Creating e-mail and assigning licenses.
• Experience troubleshooting and resolving computer hardware issues
• Experience troubleshooting and configuring web browsers application issues

Job Classification:

• IT
• Non-Exempt

Work Environment/Hazards:

• Working conditions primarily inside an office environment
• The noise level in the work environment is usually moderate
• High level of interaction with external/internal clients

Physical Demands:

• Stationary position for 8-10 hours a day
• Repeating motions that may include the wrists, hands and/or fingers.
• Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment.
• To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment and moving about the office. The employee must be able to communicate via email and verbally via telephone.

Working Hours/Days:

• Full Time
• Monday through Friday
• 8:00 AM - 6:00 PM
• Some overtime may be necessary

Travel Requirements:

• 0-20% travel required

Affirmative Action (AAP/EEO Statement):

Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.