Help Desk Services Assistant

Help Desk Services Assistant

This is your opportunity to work for an Employer of Choice and play an integral role in our employee workplace culture. Cedar Falls Utilities is currently recruiting for a part-time Help Desk Services Assistant to join our Customer Service & Business Development department. This position is responsible for providing courteous, accurate, and efficient technical customer service support to CFU subscribers of commercial and residential communication products as well as wholesale Internet service providers. CFU takes pride in finding people that align with our core values of Customer Focus, Ethical & Responsible Behavior, Innovation, Employee Teamwork & Personal Growth and actively want to help maintain our reputation of being a trusted provider of utility services. The Help Desk Services Assistant works under general supervision of the Marketing & Sales Manager.

Compensation & Schedule:

• Part-time, Non-Exempt Hourly position.
• Starting wage is based upon individual qualifications. $21.36/Hour - $29.30/Hour.
• 20-30 hours/week.
• Candidates must be willing to work nights, weekends, and holidays on a rotational basis.
• Help Desk is open Monday - Friday from 7:00am - 11:00pm & Saturday - Sunday from 8:00am - 11:00pm.

Responsibilities:

• Assists and troubleshoots TV, Internet, phone, and email issues for residential and commercial customers via phone, email, remote support software, and in-person.
• Stays current on new technological advancements by researching technical references, conferring with peers and engineers, or conducting hands-on diagnostics with equipment.
• Documents call details of subscriber support interactions, problems, and remedial actions taken.
• Provides support for the Communications Technicians out in the field.
• Responsible for maintaining a positive work atmosphere by acting and communicating in a manner that promotes positive relations with customers, coworkers, and management.

Qualifications:

• Education: High School diploma or equivalent.
• Experience: 1 year of customer service or help desk experience or equivalent preferred.
• Knowledge of: The operation and setup of personal computers, operating systems, computer hardware, Internet technology, network protocols, new software releases and updates, firewalls, ONTs, antivirus software, routers, and switches.
• Skills: Active Listening, Speaking, Complex Problem Solving, Critical Thinking, Active Learning, Systems Analysis, Instructing, Service Orientation.
• Ability to: Listen and understand information presented through spoken words or in written form. Communicate information and ideas clearly so others will understand. Provide excellent customer service. Effectively manage stress. Carry out work assignments as instructed. Utilize computer databases and software. Maintain accurate records. Establish and maintain cooperative work relationships with those contacted in the course of work.
• Physical Tasks and Environmental Conditions: Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the course of the workday. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis. Pre-employment drug screen and physical is required.