Help Desk Technician
Job Title: Help Desk Technician
Supervisor's Title:Maintenance Operations Manager
Location: Sierra Vista, AZ
Clearance:US Customs BI
Provide technical support to all Sentrillion customers, Area Maintenance Technicians (AMT), and installation operations personnel. Document all maintenance actions. Assist with monitoring of open maintenance trouble tickets. Solicit and maintain customer feedback data. Specific duties include the following:
- Provide technical assistance and support to customers, Area Maintenance Technicians (AMT), and installation operations personnel for all Sentrillion contracts.
- Open, update, and close maintenance records in the NTMI Operations Resource Management system (NORMS).
- Create, update, and close trouble ticket records in the Nationwide Operations Resource Management System (NORMS); document all actions taken to solve issues.
- Provide telephonic technical assistance and support.
- Assign trouble tickets to appropriate maintenance personnel.
- Provide after-hours on-call telephonic technical support according to published schedule.
- Monitor and report status of open trouble ticketsv.
- Conduct, record, and archive the results of periodic customer satisfaction surveys.
- Assist maintenance and support operations personnel.
- Perform other duties as assigned.
Experience (Required)
- Must possess high school diploma or equivalent. Associates Degree in Information Technology or related field a plus.
- Knowledge of computers, data networks, digital video cameras and recorders, fiber optics, security surveillance, access control systems, and basic electronics fundamentals.
- Valid driver’s license; ability to meet Sentrillion Safe Driving Requirements.
Abilities Required
- Strong communication skills both verbal and written. Ability to collect and convey complex technical information in an easily understood manner.
- Strong interpersonal skills, able to interact at all levels of the organization and with customers.
- Strong detail-oriented skills; able to multi-task and change priorities quickly.
- Must be able to use Microsoft Windows and Office platforms.
- Ability to work designated schedule as well as maintain attendance and punctuality.
- Ability to successfully pass a security background investigation.
Special Physical Requirements
- Must have sufficient physical agility to walk, climb, stand, crawl, and stretch.
- Able to sit at computer for 6-8 hours a day.
- Able to lift minimum of 50 lbs.
- Able to use computer, keyboard, mouse, and printers.
- Able to work in indoor and outdoor environments.
- Able to travel < 20% of the time to remote US locations.
