Help Desk Technician Tier I (Hybrid opportunity)

Arvig • Town of Berlin, NY

5h • Hybrid

About The Position

As a Help Desk Technician, you will be responsible for providing friendly and professional technical support to customers through calls, emails, and chats. You'll troubleshoot issues, learn to use industry-standard tools, and collaborate with a team to solve problems. Along the way, you’ll gain hands-on experience, recommend process improvements, and contribute to exciting projects—all while helping customers and building your IT expertise!

Requirements

• Commitment to maintaining a safe environment -both physically and mentally- for yourself, your colleagues, and customers.
• High school diploma or GED required.
• At least one year of customer service experience and/or a troubleshooting environment.
• Familiarity with gadgets like Wi-Fi routers, DSL modems, desktop computers, etc.
• A solid grasp of computer hardware and basic networking concepts.
• Know your way around home tech like routers, remotes, set-top boxes, etc.
• Comfortable working with Microsoft Windows and Mac OS.
• Confidence using troubleshooting tools and issue tracking systems to resolve problems.
• You're a people person who listens, connects, and helps customers feel at ease.
• You can explain tech stuff in a way that makes sense to everyone -tech-savvy or not.
• You're proactive and love learning about the latest tech trends.
• You've got a knack for solving problems and keeping things running smoothly.
• Positive, upbeat, and ready to help.

Nice To Haves

• AAS degree in computer, IT, networking or related.
• Experience in a technical phone support role.
• Knowledge of data communication protocols, high-speed connections, modem configuration, web browsers, Internet services such as HTTP, FTP, DNS, POP, etc.
• Intermediate to advanced knowledge of email software, Windows, Mac systems, etc.
• Intermediate understanding of Internet, phone and cable services is a plus.

Responsibilities

• Provide friendly and professional technical support to customers through calls, emails, and chats.
• Troubleshoot issues.
• Learn to use industry-standard tools.
• Collaborate with a team to solve problems.
• Gain hands-on experience.
• Recommend process improvements.
• Contribute to exciting projects.
• Help customers.
• Build IT expertise.

Benefits

• Competitive Pay
• Opportunities for pay increases based on performance and contributions
• Comprehensive Insurance Coverage: health, dental, vision, and life insurance plans
• 401(k) program
• Employee Stock Ownership Plan (ESOP)
• Generous paid time off
• Holidays
• Educational reimbursement opportunities
• Clear Career Pathways
• Company service discounts
• FREE internet at your primary residence where Arvig provides service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED