Help Desk Technician

Job Description

CBE Companies, a global provider of contact center services, has an immediate need for a Help Desk Technician and we would LOVE to connect with you about this exciting career opportunity! As a result of exceptional performance and growth in our industry, we are looking for the "Best-of-the-Best" to join our winning team and support both recent and future growth! Why would CBE be a good fit for you?

With over 1200 employees currently, CBE has been providing quality jobs throughout the US for 90 years—and we're still going strong because we offer employees:

• Excellent benefits package; medical, dental, and vision coverages, 401K retirement plan with company match, tuition reimbursement, paid time off, amongst many other perks!

• Ongoing training & support!

• Career culture with many opportunities for advancement!

Come work for Training magazine Top 100 award winner! Also recently recognized for the second year in a row as a Top Workplace in the USA, CBE is committed to "doing the right thing"; we invest in you from the date of hire and throughout your career, allowing CBE to develop a successful workforce ready to solve problems for our clients.

We pride ourselves on a diverse and inclusive corporate culture with a strong track record of success—and we're looking for people who value opportunity, challenge, innovation, results, and FUN!

Invest in your future with a company that will invest in YOU!

The Help Desk Technician will provide outstanding customer service as part of the first response technical support team for users of CBE systems. This position will resolve problems or triages and escalates problems to the appropriate support staff. The Help Desk Technician will install new hardware and maintain existing hardware. This position will install software and configure per business/user requirements. The Help Desk Technician will assist the Technical Support Operations team in daily production requirements as well as maintain our number one goal of all systems up and running.

This position will elevate issues to Tier 2 and Tier 3 support as required.

The Help Desk Technician position is an onsite opportunity at one of our office locations:
Cedar Falls, Iowa or Clarksville, TN!

• Responsible for interfacing with customers to analyze, identify, research, troubleshoot and resolve system related issues, documenting all activity in the problem management database.

• Responsible for providing Tier 1 support.

• Responsible for hardware setup, installation and maintenance including desktop appliances, phones, printers and associated equipment and consulting with users for troubleshooting.

• Responsible for testing software so that it is provisioned correctly to users.

• Responsible for maintaining accurate desktop hardware and software inventory records.

• Assist with Mobile Device Management, distribution and training of company owned devices.

• Monitors and troubleshoots all aspects of computer systems operations.

• Responsible for developing and maintaining Tech Support SOP's and documentation for systems and processes in responsibility.

• Implements information security policies and procedures for the organization.

• Provide user support related to accessing network/application accounts by resetting passwords and/or re-activating accounts in applications.

• When required, performs the functions of the Technical Support Operations group Handle quality control checks for file processing

• On call rotation for weekend support and file processing

• Possess proven technical troubleshooting skills

• Possess excellent communication and attention to detail skills

• Ability to write clearly and express technical problems and solutions so that the average end user can understand them while at the same time communicate at a technical level with knowledge and understanding so escalated problems are clearly defined

• Excellent listening skills

• Excellent phone skills and etiquette

• Knowledge of a variety of hardware platforms (Dell and Apple) and OS/software applications including but not limited to Microsoft OS and Office applications

• Displays a positive, professional character in the work environment

• Must be able to manage change effectively…