Help Desk Technician

4 days ago

Corydon, Iowa, United States Mainstream Fiber Networks Full time
About Mainstream Fiber Networks

Mainstream Fiber Networks is a Hoosier-based team dedicated to propelling the digital revolution forward. We believe that investing in our employees is the cornerstone of success.

About the Role

The Help Desk Technician is responsible for providing technical support to Mainstream Fiber Internet customers. This role involves tasks assigned by the Company in connection with service order and installation activation for residential customers.

Responsibilities include installation, maintenance, and repair of voice, data, and/or service either remotely or at the customer premise. HD Techs work on assignments that are moderately complex in nature, using judgement to resolve problems and make routine recommendations.

Key responsibilities include monitoring and notifying management when similar frequent issues occur, responding to requests for assistance by phone, email, and system alerts/tickets, and creating, updating, and providing follow-up for tickets created in Mainstream's customer relationship management portal.

Additional duties may include performing site visits to customer locations, escalating details of issues to NOC support if required, and ensuring timely escalation of customer problems by assigning priority and resolution.

Key Qualifications

The ideal candidate will have a HSD or equivalent education, with an associate or bachelor's degree in a related field preferred. Network+ certification is also preferred.

Experience in troubleshooting basic networking-related issues, including routing, switching, firewalls, and DHCP, is essential. The ability to identify and distinguish audible tones/levels and colors, communicate naturally and pleasantly over the telephone, and work under stress are also required.

What We Offer

Mainstream Fiber Networks offers a permanent, full-time position with a pay range of $18+ per hour, based on experience. The role includes a 1st shift (Monday to Friday, 8am to 5pm) or 2nd shift (Monday to Friday, 3pm to 12am) schedule, with potential for hybrid/remote work. Benefits include paid time off, paid holidays, medical insurance, dental and vision insurance, health savings account (HSA), company-funded life insurance, and 401(k) retirement savings plan.

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