Help Desk Coordinator II

This Tier 2 Help Desk role supports end users by troubleshooting network, devices, and on-site equipment. The position includes remote diagnosis, accurate routing of issues, and escalation to Tier III when additional expertise is required.

Location

• Columbia, SC (onsite)

Schedule

• 12 pm to 11 pm EST Sunday–Wednesday (4 days on/3 days off)
• Training: 3 weeks, 10–7 EST Monday–Friday

Salary and Compensation

• Pay Range: USD $17.84 - USD $30.43 per hour

Responsibilities

• Troubleshoot and resolve network, device (including laptops, cell phones, tablets, TVs, and game consoles), and equipment issues.
• Review and assess Tier I support tickets to determine whether issues should be dispatched or escalated to Tier III.
• Perform remote troubleshooting for network-related problems.
• Identify wireless access points and evaluate functionality, including heartbeat behavior and the number of users.
• Determine when rebooting wireless access points is necessary to resolve connection issues.
• Use MAC addresses to confirm device connection status.
• Resolve cable and video related issues.
• Reboot devices managed by a remote power controller, including POE injectors, wireless access points, receiver racks, and other connected equipment.
• Fix video and programming problems on Dish Smart Boxes.
• Handle matters escalated from property staff.
• Perform other duties as assigned.

Required Qualifications

• High School Diploma or GED
• More than 2 years of experience in customer service
• Over 1 year of technical support experience
• Strong technical troubleshooting skills and problem-solving abilities
• Proficiency in network and wireless troubleshooting
• Strong written and oral communication skills and effective communication
• Exceptional telephone etiquette
• Ability to document issues in detail
• Demonstrated passion for helping others
• Interest in being part of a dynamic and supportive team
• Familiarity with Ruckus, Juniper, and Cambium Access Points
• Experience with Zendesk or another ticketing system
• Previous work experience with an Internet Service Provider (ISP)
• Ability to operate a personal computer and express or exchange ideas by means of spoken communication
• May be required to sit and/or stand for long periods
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• May be required to lift or move 10+ pounds

Technologies

• Ruckus
• Juniper
• Cambium Access Points
• Zendesk
• Ticketing system
• Dish Smart Boxes

Benefits

• Health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development opportunities
• Performance-based bonus based on position