Help Desk Specialist

Location: Onsite in Buckhead Or Perimeter and greater Atlanta area. No remote days

Shift: Hours of operation- 7 days a week from 9 AM to 11:30 PM - Must be open to working any day of the week during that time frame

Pay $16-18/hr - Opportunities for growth and advancement to the Tier 2 team for great work after a few years in the role.

Duration: Long term contract – meaning 1-5 years, will not go perm

Full Job description that covers helpdesk and porting:

A client in the Atlanta location is seeking a Helpdesk agent who will be taking calls regarding basic troubleshooting of networks, computers and POS terminals for the retail store locations and the sales reps that work there (not end customers). They also are going to be handling issues dealing with porting/portability (portability is wireless number transfers switching phone numbers from one carrier to another), but they can train them on this if they have beginner level skills with porting. The ideal candidate has dealt with calls related to POS hardware/software as well as calls dealing with portability and PC troubleshooting. If they can’t handle the call, they can escalate it to Tier 2. This will be 100% phone support helping retailers with any IT issues they have in the store.

Additional duties as assigned.

MUST HAVES:

• 2+ years helpdesk experience or 2+ years porting experience
• Have a friendly personality for customer service and exude patience
• BE RELIABLE – they cannot show up late to work and need to be there for their assigned shifts. They also can’t call in sick or call out all the time, most especially in their first few months on the job
• Able to walk someone through getting an IP address
• PC support experience
• Great documentation skills for the ticketing system

PLUS:

POS helpdesk experience

Porting experience

CheckPoint Firewall experience

Networking troubleshooting experience

Spanish speaker

The Support functions provided are for DEALERS only (retail stores)- not customers. General Help Desk (Support Ticket process) and Technology issues. Support of functions related to retail activity including network related issues; ISP issues, CheckPoint or Sonic Wall/Firewall, whitelisting sites, imaging PC’s, replacing equipment, troubleshooting connectivity to terminals and payment devices, configuration of stores and reps.

Support dealers when having problems accessing RQ (the POS system) and performing daily subscriber requests and administrative tasks; tasks include the following activities:

Activations, Payments, upgrades, BridgePay Enrollment, Move/Merge, Change CTN, Rate Plan/Feature Changes, reporting, etc and additional duties as assigned. Also, support dealers when performing ports (Into the company) and supporting other carriers porting customers out of the company (list for both functions is not all inclusive but intended to show scope of work.)

Day to day:

Experience troubleshooting POS stations remotely via software like TeamViewer

· Analytical experience to root cause of a problem

· Local Number Portability

· Wireless Number Portability

· Ability to work any day and time that we are open.

· Ability to work onsite at any location in the greater Atlanta area as assigned and requested.

· Porting experience or at least understands the concept

· Call Center work environment experience

· Adherence to schedule

· Call management

· Familiar with logging all activity into ticketing system

· Network troubleshooting a plus

· Understanding routing equipment like routers etc. CheckPoint firewall a plus.

· Ability to explain technical issues to non-technical personnel