IT & Internet Helpdesk Technician

3 weeks ago

Elizabeth, United States Jo-Carroll Energy, Inc (NFP) Full time

**Position Title**:IT & Internet Helpdesk Technician

**Department**:Engineering\Information Technology

**Reports to**:Director of Technology

**Supervises**:None

**FSLA Class**:Exempt

**Position Summary**

**Essential Responsibilities and Duties**

**1. Provides Technology Help Desk Support**

**1.1. **Provide Tier 1 technical assistance and incident resolution to all Jo-Carroll Energy employees, and Sand Prairie subscribers.

**1.2. **Conduct follow-up to Broadband technician and external helpdesk service escalations.

**1.3. **Troubleshoot basic network issues such IP connectivity issues (DHCP, DNS).

**1.4. **Assist subscribers with making changes to services.

**1.5. **Provide prompt and accurate feedback to subscribers.

**1.6. **Escalate unresolved support issues.

**1.7. **Alert management to emerging trends in incidents.

**2. Service Provisioning & Audit**

**2.1. **Perform audits of Data and Voice provisioning to validate configuration against service orders**.**

**2.2. **Assist Broadband technician with Data/Voice service provisioning and turn-up.

**2.4. **Interface with multiple parties to ensure smooth flow of communication between all stakeholders.

**3. Information Technology Documentation**

**3.1. **Track and manage technical issue tickets using as much detail as possible.

**3.2. **Maintain up to date subscriber documentation.

**3.3. **Assists with documentation of Jo-Carroll Energy/Sand Prairie networks and systems.

**4. Performs other duties as assigned**

**Accountabilities**
- With supervision, technical contributor to problem resolution and escalation related to user support of office automation and business critical systems.

**Qualifications**:

- Documentation & Data Entry skills.
- Maintain high level of professionalism and courteous demeanor.
- Experience with the operation and maintenance of hardware, software, communications, and peripheral equipment.
- Ability to multi-task, meet deadlines, and manage time efficiently.
- Ability to troubleshoot problems and analyze data.
- Training in customer service and support or operations is preferred.

**Working Conditions**:

- Regular business office hours between Monday through Friday 8:00 AM to 5:00 PM
- Frequent work outside of regular business hours is required.
- Generally accepted office working conditions.
- Occasional day and overnight travel is required.
- *Position requires manual dexterity and the ability to, stand, walk, kneel, bend, crouch, crawl, and twist upper body.
- Must be able to lift and carry items that weigh up to 50 pounds.

Pay: $45,000.00 - $50,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance

Experience level:

- Under 1 year

Schedule:

- Day shift
- Monday to Friday

People with a criminal record are encouraged to apply

Ability to Relocate:

- Elizabeth, IL 61028: Relocate with an employer provided relocation package (required)

Work Location: Hybrid remote in Elizabeth, IL 61028

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