Help Desk Coordinator II
$37,107–$37,107 year
RemoteUnited States
Job Summary
Conduct remote troubleshooting for network, device, and equipment issues, including rebooting wireless access points and resolving video programming problems on Dish Smart Boxes. Accurately assess whether Tier I tickets require escalation to Tier III support and handle matters escalated from property staff. Utilize MAC addresses to verify connection status and evaluate access point functionality, including heartbeats and user counts. Resolve cable and video-related concerns while managing escalated tickets from internal staff. Perform other duties as assigned. This role supports WhiteSky Communications' delivery of premium internet and video services across student housing, luxury apartments, and assisted living sectors.
Required Qualifications
- High School Diploma or GED
- Proficiency in network and wireless troubleshooting
- More than 2 years of experience in customer service
- Over 1 year of technical support experience
- Strong written and oral communication skills
- Exceptional telephone etiquette
- Detailed documentation capabilities
- Strong technical troubleshooting skills
- Exceptional problem-solving abilities
- A genuine passion for helping others
- Effective communication skills
- A desire to be an integral part of a dynamic and supportive team
- Familiarity with Ruckus, Juniper, and Cambium Access Points
- Experience with Zendesk or another ticketing system
- Previous work experience with an Internet Service Provider (ISP)
- Ability to operate a personal computer
- Ability to express or exchange ideas by means of the spoken word
- Close vision
- Distance vision
- Color vision
- Peripheral vision
- Depth perception
- Ability to adjust focus
- Ability to lift or move 10+ pounds
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