Help Desk Agent

at  Federated Service Solutions

ABOUT FSS:

Founded in 2004, Federated Service Solutions (FSS) is passionate about helping businesses do business better. Our focus is end-to-end technology equipment and infrastructure solutions which include, but are not limited to, infrastructure cabling, skilled engineering services, and equipment setup, activation, testing and tear outs. Basically we are responsible for any of the technology in a building that doesn’t zap you. This includes devices such as computers, cash registers, phones, CCTV, kiosks, digital signage, and the entire network that connects and supports it. About the role:
FSS is looking for a fun, smart Help Desk Support person who loves to troubleshoot and is well known for their ability to make things work. This job is dynamic and no day is the same. Our customers, many of whom are Fortune 100 Retailers, have very complex environments and you would be supporting our technicians in the field on a successful visit. This role requires basic knowledge of network infrastructure and a desire to always learn more. This is not your typical help desk job, you will not be troubleshooting computer boot issues you will be supporting a limitless number of tasks we are performing in the field. In this position, you will work closely with the Project Management team as well as our Resource Deployment team. Besides strong technical ability and inclination, you will also need soft skills in communication and the ability to work through challenging situations calmly.

• Supporting Technicians and Customers as needed throughout the day by phone
• Ensuring technicians are on site, on time and that all deliverables are received after the site is done
• Maintaining our online Project Portal to ensure the most accurate information about the sites is available to the entire company
• Responsible for creating project manuals and further defining scopes of work to ensure successful delivery on site
• Completing Predictive Site Surveys as a customer deliverable which are used to design and analyze wireless infrastructure needed to cover a facility
• Participating in weekly Level 10 meetings to review metrics, quarterly goals, and open issues
• Become the Subject Matter Expert for various products/functionality used by customers
• Role can be based out of Plymouth, MI or may be remote