Intern Help Desk Technician

Watchfire • Danville, IL

11d • Onsite

About The Position

Our true differentiator in the market is exceptional technical support/customer service. This position is based onsite at our Danville, IL facility, where our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our outside customers -- end users and sign technicians -- with installation, service, maintenance and software operation assistance and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical component.

Requirements

• Solid understanding of basics of networking (not simply computer operation) is required.
• Basic understanding of electronics - including college coursework
• NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
• Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support
• Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
• Must be able to work onsite at our Danville, IL facility
• Legal authorization to work in the US required.
• Will not consider candidates who need sponsorship, now or in the future, to be legally employed in the US.
• No H1B, OPT, CPT or other “temporary work authorization” candidates will be considered

Nice To Haves

• Pursuing a BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred.

Responsibilities

• Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to our customers, dealers, and end-users.
• Assist in continual improvement/expansion of the Watchfire knowledgebase - a key web-based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
• Maintain detailed customer records in Customer Service database regarding each service/support call, email, and chat.
• Perform other various special software and engineering assignments or duties as required.
• Occasional weekend duties, such as providing on-call or remote weekend helpdesk support.
• Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: Associate degree