Help Desk Technician

at  Hamilton Telecommunications

POSITION SUMMARY:

Provides professional customer service along with a wide range of technical support and troubleshooting for Internet connectivity and Cobalt TV support. The technician will work with customers on Fiber, DSL, and Wireless Internet; Managed Wi-Fi; modems, routers, PCs; business and home networking, and other activities pertaining to installing and maintaining Hamilton services. Will handle new customer orders and service requests regarding Internet, Telephone, and Cobalt TV services. Ensures each customer receives excellent customer service and proactively seeks opportunities to cross-sell Hamilton services. This position works in the Business Office located in Aurora, NE.

PHYSICAL REQUIREMENTS:

• Ability to lift and move a minimum of 25 pounds regularly and up to 50 pounds on occasion.
• Ability to manipulate and use hand tools, computer keyboards and other items requiring dexterity.
• Ability to travel to and from local customer sites on a regular basis.
• Ability to stand, crouch and kneel for long periods of time.
• Ability to climb stairs and ladders and work at heights above ground.
• Ability to hear and see auditory and visual commands and signals from computer, telephony and other electronic equipment.

PREFERRED EDUCATION, EXPERIENCE, AND SKILLS:

• High School graduate with additional related technical training or experience.
• Experience with internet connectivity and user configuration, related equipment, installation, diagnostics, troubleshooting and repair.
• Possess strong problem-solving skills.
• Ability to interpret an extensive variety of technical instructions in written or diagram form.
• Must possess excellent interpersonal and communication skills – verbal and written.
• Possess self-starting, self-motivated mindset with the ability to work issues through to completion, while seeking assistance from support staff as needed.
• Must possess a valid Nebraska Driver’s License.

ESSENTIAL FUNCTIONS:

• Professionally answers inbound calls for Business Office, Internet, Cobalt TV and Telephone service.
• Troubleshoots and handles help desk phone calls for Internet-connectivity issues and questions about hardware and software use to diagnose or repair systems. Will answer the initial call for support working to resolve each issue in a responsive and timely manner.
• Utilizes Hamilton systems to facilitate Internet service installations, troubleshooting resolution and complete resolution for issues in a responsive and timely manner.
• Effectively gathers and communicates relevant information and responds to questions to and from a variety of people possessing various levels of technical knowledge.
• Demonstrates and discusses services with customers and assists customers with purchasing equipment including computers, phones, routers and other products sold by Hamilton.
• Recognizes needs of customers and shares information on products and services that will be of benefit to them.
• Regularly provides status updates to supervisors regarding progress towards final completions of tasks, needs for material or needs for assistance.

OTHER RESPONSIBILITIES:

• Performs similar work-related duties as assigned.