Field Support - Help Desk Technician

POSITION

Field Support/Help Desk Technician

LOCATION

Based in Gravette, AR

TRAVEL REQUIREMENTS

None (Relocation Package n/a)

DESCRIPTION

Summary
A Field Support (Help Desk) Technician to answer calls primarily from our technicians in the field, to monitor site progress, to instruct and advise on scope changes, to troubleshoot/escalate issues through appropriate paths as needed, and accurately record all the aforementioned.

RESPONSIBILITIES

  • Respond to telephone calls and other inbound requests for technical support.
  • Log and track all site information using R&R customized web portal, maintain project collateral and problem documentation.
  • Properly identify, research, and resolve technical problems for technicians by providing knowledge gained and through a knowledge database.
  • Prioritize technician incidents, requests, and complaints to ensure that inquiries are resolved appropriately, and applies the escalation process when necessary.
  • Update the Team Leads, the Project Managers, and the PMO with notification of impacting issues, and report on-going issues through trend analysis.
  • Continuously update site logs with information provided by technicians in the field.
  • Monitor technician time on site and escalate.
  • Follow up with technicians to ensure that their issues are resolved within a reasonable time frame.
  • React to high priority issues, and escalate impacting issues to Help Desk Manager.
  • Other tasks as assigned.

 

SUPERVISORY RESPONSIBILITIES

  • None.

EDUCATION & EXPERIENCE

  • High school diploma or GED required
  • 2 years of related Help Desk or technical support experience
  • Practical knowledge of POS systems
  • General knowledge of networking principals
  • Proficiency in MS Operating Systems and the MS Office suite

Level 2 Requirements:

  • Hands on experience with Linux command line
  • Some experience with remove Linux administration, operational support and problem resolution.
  • Intermediate proficiency with network communications and configuring devices from the physical layer to the tranportation layer. Must understand layer 2 and layer 3 network communications.

QUALIFICATIONS

  • Flexibility with schedule and ability to work overnight if required
  • Strong organizational skills with the ability to manage priorities and workflow providing accurate documentation and accountability
  • Ability to understand and follow written and oral instructions, with acute attention to detail
  • Ability to work in a fast paced team environment
  • Versatility and a willingness to work within constantly changing priorities
  • Desire to be a member of a small team supporting technology deployments
  • Excellent written and verbal communication skills
  • Must pass pre-employment drug screen and background check

APPLYING

If your qualifications match our criteria and you’d like to apply, please apply immediately.

R&R Solutions will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, religion, disability, ethnicity, national origin, marital status, veteran status, or any other legally-protected status.