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CBE Companies · 9 hours ago

Help Desk Technician

Cedar Falls

Full-time

Onsite

Entry Level

$43K/yr - $52K/yr

1+ years exp

CBE Companies, a global provider of contact center services, is seeking a Help Desk Technician to join their team. The role involves providing first response technical support, resolving user issues, and maintaining hardware and software systems to ensure operational efficiency.

Call CenterInformation TechnologyOutsourcingService IndustrySoftware

Responsibilities

Responsible for interfacing with customers to analyze, identify, research, troubleshoot and resolve system related issues, documenting all activity in the problem management database

Responsible for providing Tier 1 support

Responsible for hardware setup, installation and maintenance including desktop appliances, phones, printers and associated equipment and consulting with users for troubleshooting

Responsible for testing software so that it is provisioned correctly to users

Responsible for maintaining accurate desktop hardware and software inventory records

Assist with Mobile Device Management, distribution and training of company owned devices

Monitors and troubleshoots all aspects of computer systems operations

Responsible for developing and maintaining Tech Support SOP’s and documentation for systems and processes in responsibility

Implements information security policies and procedures for the organization

Provide user support related to accessing network/application accounts by resetting passwords and/or re-activating accounts in applications

When required, performs the functions of the Technical Support Operations group Handle quality control checks for file processing

On call rotation for weekend support and file processing

Possess proven technical troubleshooting skills

Possess excellent communication and attention to detail skills

Ability to write clearly and express technical problems and solutions so that the average end user can understand them while at the same time communicate at a technical level with knowledge and understanding so escalated problems are clearly defined

Excellent listening skills

Excellent phone skills and etiquette

Knowledge of a variety of hardware platforms (Dell and Apple) and OS/software applications including but not limited to Microsoft OS and Office applications

Displays a positive, professional character in the work environment

Must be able to manage change effectively and productively in a fast-paced environment

Adhere to all company security policies

The Company reserves the right to change or assign other duties to this position as appropriate

Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities

Must be able to remain in a stationary seated position up to 85% of the work shift

Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings

Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine

Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries

Must be able to lift 50 pounds

The Company reserves the right to change or assign other duties to this position as appropriate

Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities

Qualification

Technical troubleshootingHelp desk supportHardware installationITIL CertificationCompTIA A+ CertificationPositive professional characterListening skillsPhone skillsEtiquetteCommunicationAttention to detail

Required

One year help desk or related experience and/or training; or equivalent combination of education and experience

Possess proven technical troubleshooting skills

Possess excellent communication and attention to detail skills

Excellent listening skills

Excellent phone skills and etiquette

Knowledge of a variety of hardware platforms (Dell and Apple) and OS/software applications including but not limited to Microsoft OS and Office applications

Displays a positive, professional character in the work environment

Must be able to manage change effectively and productively in a fast-paced environment

Adhere to all company security policies

Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities

Must be able to remain in a stationary seated position up to 85% of the work shift

Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings

Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine

Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries

Must be able to lift 50 pounds