Valley Telephone Cooperative, Inc.
  • Network
  • Raymondville, TX, USA
  • Negotiable
  • Hourly
  • Full Time

Medical/Dental/Life


SUMMARY

Responsible for troubleshooting and resolving all Internet, voice, video related problems and questions.  Provide formal and informal end-user training on a broad but limited range of desktop products to both internal and external customers. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

  • Respond to telephone calls and email requests for technical support
  • Serve as the primary point of contact for calls coming into the Help Desk
  • Responsible for maintaining customer satisfaction by providing timely resolutions and maintaining a pleasant and courteous telephone demeanor
  • Log, diagnose, and track all Help Desk problems, issues and trouble calls.
  • Provide first-call resolution for Internet, voice, IPTV, E-mail, LAN, WAN, PC hardware, and PC software  related problems
  • Acts as a liaison between the different departments to escalate, prioritize and resolve problems in a timely manner
  • Provides networking assistance to end users, including help with network connectivity and passwords.
  • Research and implement security and firewall strategies for residential and SOHO subscribers.
  • Manage subscriber broadband access via dial-up, DSL, wireless and FTTx/PON services
  • Monitors network traffic and makes necessary recommendations for additional resources or hardware.

    EDUCATION and/or EXPERIENCE

    Associate's degree (A. A.) or equivalent from two-year college in Computer Science, Information Technology, or equivalent Help desk experience, to include: desktop imaging software, Internet browsers, and use of complex computer and network hardware and software.  Knowledgeable in Microsoft's Windows 95/98/NT/2000/XP/Vista/7/8 operating systems, Outlook, and Microsoft Office in a Microsoft Windows Server environment.

    CERTIFICATES, LICENSES, REGISTRATIONS

    Valid Texas Driver's License and an insurable driving record.

    OTHER SKILLS AND ABILITIES

    Must be self starter.

    Must be to work with little or no supervisory assistance.

    Ability to work in a team environment

    Strong customer care orientation

    Positive attitude

    Shift work that includes weekends and holidays

    Bilingual (English/Spanish) is helpful to provide quality service to customers.

Valley Telephone Cooperative, Inc.
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