Help Desk Technician

This position will serve as the first point of contact with customers and is key to Joink’s first impression. The Help Desk Technician will be responsible for taking on various troubleshooting duties ranging from PC support to connectivity support.

REPORTS TO

 Help Desk Supervisor

SUPERVISES
• No direct reports
• May lead, train, or participate in work team assignments.

ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provide escalated troubleshooting of customer inquiries, including those related to:
PC Support – Printer configuration, MS Office, Windows/Mac installation and corruption repair, data clones, hardware replacement, anti-virus, and basic active directory support.
       - Hosted Phones—Ability to record and configure IVRs and time clauses.
       - ISP Support—evaluating speed issues/concerns, password changes, proactive alerts, hardware troubleshooting.
       -TV Service—DVR Troubleshooting, input changes, remote synchronization, YouTube TV assistance.
2. Determine when tickets need to be escalated and follow the escalation process.
3. Document all time in internal platform, entering detailed notes regarding customer communications and work performed.

KNOWLEDGE, SKILLS, AND ABILITIES
• Expertise in verbal and written communication
• Excellent customer service skills
• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities
• Familiarity with computers, phones, tablets and TVs.

QUALIFICATIONS
• 2+ years’ customer service experience
• Candidate must be willing to reside near or commute to Hillsboro Office
• Candidates which have the following will have priority:
       - Associates’ degree in IT or a related field or 2+ years of customer facing IT support experience.
       - A+ certification

WORKING ENVIRONMENT
• 40 hours per week

• Thursday- Sunday 9:00 AM- 8:00 PM

• Office Environment
• Must be able to work overtime with and without notice.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be able to spend long hours using a computer/keyboard and/or phone. May involve prolonged periods of sitting, standing, or walking.

OTHER DUTIES
Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT
Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.