Location: Baton Rouge,LA, USA
Help Desk Technician
Department: Corporate/Administrative
Employment Type: Full Time
Location: Baton Rouge, LA
Description
Waggoner Engineering, Inc. is hiring a Help Desk Technician in our Baton Rouge, LA office to provide first level technical support and problem resolution to Waggoner users. The primary responsibility will be to diagnose, resolve and document incident tickets. As a member of the IT support team, the Help Desk Technician will provide superior customer service in-person, over the phone, and via email addressing IT requests and troubleshooting issues. The role will work with the team to apply the right expertise to every request, escalating issues as needed and doing what it takes to deliver superior customer service. Independent judgment is required to plan, prioritize, and organize workload. The role could be a level II role for the right candidate.
Are you ready to inspire, engage and deliver? For almost 50 years Waggoner has delivered sound results through a culture of integrity, service and creativity to benefit our clients. Waggoner has more than doubled in size over the last five years and growth is expected to significantly increase through the addition of talented personnel.
What does that mean for you? Waggoner differentiates itself as a leader in growth strategy for water and disaster recovery, as well as providing full engineering services across 19 offices and 6 states; we need people who are inspired for future growth, engage as leaders in their respective fields, and deliver to both internal and external clients.
If you are tired of hearing we've always done it this way ; if you have a work hard/play hard attitude; and if you enjoy working with a vast team of professionals across various disciplines, you will fit right into our culture.
Your Primary Responsibilities will include
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
* Interpersonal skills that function to create connections and positive experiences for customers
* Technological skills specific to the company's products and trouble-shooting practices
* Patience with customers and ability to remain calm
* Organize resources so they are easy to locate
* Resolve customer issues with company products
* Answer other customer questions and offer them access to helpful resources
* Direct questions to the right department when needed
* Ensure customer satisfaction
* Manage all desk administrative duties
* Maintain accurate records of interactions with customers and recurring user problems
* Create detailed documentation of resolutions to problems
* Follow up with customers as needed to ensure any problems are resolved
* Adding images to machines
* Installation of memory and/or HDD's
* Windows 10 & above, Server 2016 & above
* Microsoft Office 365
* Cloud computing
Competencies
* Interpersonal skills: i.e., telephone skills, communications skills, etc.
* Flexibility
* Ability to Multi-Task
* Self-motivated
* Time Management
* Collaboration Skills
Work Environment and Physical Requirements
This job requires occasional working hours beyond regularly scheduled hours, occasional traveling to offsite locations and occasional lifting up to 50 pounds. This job operates in a professional office environment.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.
Travel
This role will involve travel along the Interstate 10 corridor between Lake Charles, LA and Gulfport, MS office locations. The position will be based in one of the Baton Rouge offices.
What you'll need
Required Experience
* High school diploma
* Two years of IT Helpdesk experience
* Two years of customer service experience
Preferred Education and Experience
* Associate's degree in Computer Science or related bachelor's degree
* Five years of IT Helpdesk experience
* Cloud computing experience
Why Join Our Team
We know work isn't only about what you do, it's also about who you work for and with! Waggoner Engineering provides a fun, family-friendly, and multicultural work environment that supports a work life balance, including:
* WEI Incentive Program
* Healthy Workplace Program
* Employee Referral Bonus
* Competitive Health Benefits
* Career Development and Training
* Flexible/Hybrid Schedule
* Community Service Opportunities
* Worldwide Travel Assistance
Waggoner Engineering, Inc. is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.