Job Type Full-timeDescriptionPOSITION TITLE: Help Desk Support Technician TEAM: Customer Care & Digital Operations REPORTS TO: Director of Managed ServicesFLSA Classification: Hourly, Non - ExemptABOUT USAt the heart of Gable lies a passion that transcends the conventional. We're more than just creators of visual communications; we're experts at creating experiences. We believe that every brand, building, and place has a unique story to tell, and our mission is to elevate the way they are seen, experienced, and remembered.We are committed to fostering a collaborative and inclusive work environment where team members can thrive and contribute to our shared success. We are currently seeking a passionate and experienced Help Desk Support Technician to join our team.OBJECTIVEAs the Help Desk Support Technician, under the supervision of the Team Lead - Help Desk, you will assist in first-level troubleshooting and monitoring. Maintaining client satisfaction with a goal of 100% uptime and regular updates. You are responsible for resolving customer complaints for both software and hardware. You will work with and coordinate technical support within our team as well as 3rd party vendors. On an ongoing basis, you are responsible for achieving our goal and instilling the attitude of our customers better love us throughout the client relationship, but most importantly post install.KEY PERFORMANCE AREAS
- Maintain optimal uptime and ongoing client satisfaction.
- Diagnose, analyze, and resolve issues in a timely manner.
- Develop a strong relationship with software vendors and outside service/repair vendors.
- Track service calls to analyze turnaround time and recurring incidents.
ESSENTIAL FUNCTIONS
- Communicate effectively to translate technical knowledge into action.
- When he/she does not have an answer, must know how to research the problem and come up with a solution.
- Work together to create new strategies and make improvements.
- Regularly monitor client's equipment to quickly resolve any issues that may arise.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Publish support documentation to assist staff and clients with requests for information and provide training as needed.
- Provide stats for the weekly Service Desk reports on call trends.
- Support Help Desk by fixing client system problems remotely with various remote-control software programs and supporting ALL software and hardware provided.
- Up to 20% travel, sometimes on a last-minute basis. Local, out-of-state, and international may be required depending on the location of the service and ability to work outside of regularly scheduled hours.
QUALIFICATIONS
- Strong software and technical knowledge.
- Strong AV, computer, digital and hardware knowledge.
- Excellent communication skills and a positive attitude towards customer service.
- Perform daily functions to resolve client issues quickly while ensuring Gable's best interest.
- Willingness to learn new software and hardware.
- Ability to comprehend and use Help Desk software while managing and reacting swiftly on all cases.
OTHER DUTIESThe duties and responsibilities of this position are not limited to those listed in this job description. This job description is subject to revision and will change over time. At times, this position may also perform other duties and responsibilities as assigned. Team members covered under this job description will be notified of any changesENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONSPHYSICAL REQUIREMENTSThe physical demands described here are representatives of those needed to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the team member is regularly required to talk or hear. Ability to perform sedentary work which involves sitting for extended period of the time but may also involve walking or standing for brief period. The team member is frequently required to use hands to type, handle, or feel and reach with hands and arms. The team member is occasionally required to stoop, kneel and crouch. The team member may also be required to lift and/or move items. WORK ENVIRONMENTThe work environment characteristics described here are representative of those a team member may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job team member is occasionally exposed to moving mechanical parts and high, precarious places. The noise level in the environment is moderate. Occasionally job site noise will be very loud and protective ear covers may be needed. Periodic exposure to factory environment and condition such as fumes, dust and mist.RequirementsADDITIONAL REQUIREMENTSAll prospective team members must pass a criminal background check and drug test. Candidates must also meet the requirements for an I-9, e-Verify.Salary Description $20 - $29 per hour