Technical Support Analyst

Technical Support Analyst

Department: Network  

Reports To:  Network Manager

FLSA Status:  Non-exempt

General Summary                                            

Perform technical support functions in an efficient and proficient manner to effectively provide accurate and timely information to customers on all WRT product and services, resolving external and internal customer issues in an ever-changing environment.

Essential Job Functions

• Provide technical support on all WRT products and services to external and internal customers by answering phone calls, gathering relevant information, troubleshooting, and resolving problems and issues.
• Research complex problems and issues to determine solutions.
• Perform all record keeping functions as directed, including but not limited to, detailed comments on service orders, trouble tickets, time sheets, work reports, expense reports, updates to plant records and updating customer account information as appropriate.
• Configure equipment to activate product and services for WRT customers.
• Assist customers to setup/configure devices to get them connected to Wi-Fi/Internet and email.
• Work with vendors of internal software systems that configure product and services.
• Proactively upsell WRT products and services.
• Maintain and ensure security of all WRT devices.
• May install IP network devices.
• May develop and conduct training programs for employees and customers.
• Take personal responsibility for the quality and timeliness of work and achieve results with good fiscal policy.
• Adapt to the evolving and changing business needs, conditions, and work responsibilities of WRT and the industry.
• Promote organizational mission and goals by influencing others to act in support of ideas, programs, or causes.
• Display an ongoing positive commitment to learning and self-improvement; desiring and making an effort to acquire new knowledge or skills for work.
• Perform all other related duties as assigned by management.
• Skills to obtain and maintain CompTIA A+ certification.
• Skills to obtain and maintain CompTIA Network+ certification.
• Must have and maintain a valid driver’s license and be insurable by WRT’s insurance carrier.
• Knowledge of Web technologies, technical languages, browsers, search procedures, search engines, platforms, and applications.

Knowledge, Skills and Abilities                              

• Knowledge of LAN/WAN/Wi-Fi technology and computer hardware and software.
• Knowledge of Internet protocols such as TCP/IP and hardware devices such as switches, routers, servers, firewalls. etc.
• Knowledge of telecommunications billing, customer service and plant functions.
• Knowledge of company products and services.
• Knowledge and skill in operating technology gadgets including scanners, digital cameras, OTT devices, printers, and applications, etc.
• Skill in problem solving and resolution.
• Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.
• Ability to organize and prioritize multiple work assignments.
• Ability to pay close attention to detail.
• Ability to read and interpret technical documents.
• Ability to effectively function as a team player.
• Ability to be self-motivated, enthusiastic, and passionate about WRT’s sales culture.
• Ability to think progressively and innovatively while quickly grasping and synthesizing new ideas.
• Ability to maintain positive attitude.

Education and Experience

Two years of specialized training, or certifications applicable to demonstrate proficiency in one of the following fields, or degree in computer science, computer information systems, or related field is required. One to two years of experience in customer service preferred.   

Reporting Requirements

Reports to WRT office in Hazen, ND and must reside within WRT service area.

Application Process

Apply on-line at www.westriv.com.  This position will be open until filled. Contact 701-748-4213 with any questions.

WRT is an Equal Opportunity Employer