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Tier 2 Help Desk Technician Beltsville, MD 20705

Clear Connection is the trusted technology partner that businesses have been relying on for 30+ years. Guided by a client-focused philosophy, we believe that technology transformation is the key to creating better customer experiences and unlocking new revenue opportunities. We collaborate closely with organizations to assess whether their existing storage, systems, networking, mobile, or collaboration infrastructures are equipped to support the demands of emerging applications.

Due to continued growth, we are looking for a Tier 2 Help Desk Technician to support our team in Beltsville, MD. In this role, you will be responsible for all aspects of customer satisfaction, and first all trouble resolution on minor phone issues, camera, computer and security issues. This includes timely and effective call handling of all phone calls through the CCI ACDD and effective and timely management of all service tickets. This position will follow all procedures outlines in the Helpdesk roles and responsibilities.

Responsibilities:

+ Handle all aspects of customer service at CCI as well as serving as the primary dispatcher for our service personnel. This position will also be responsible for ensuring tickets are current/closed with customer, work, time information and subsequent billing. This position will be heavily involved with assisting management on Tigerpaw (or any CRM package), GPS, ACD, and other system processes.

+ Answer the customer service and help desk telephone lines with professional telephone etiquette.

+ Perform Level 1 troubleshooting on all IT, camera, phone, and security issues. This includes, Mitel, NEC, Avaya, Brivo, and Hikvision.

+ Upgrading & installing new workstations.

+ Troubleshooting workstations, printer, or connection problems.

+ Configuring profiles and other user specific requirements.

+ Installing and configuring applications.

+ Setting up new printers.

+ Software patches.

+ Modifying user accounts/email settings/profiles

+ Maintain the accuracy of information within the CCI central data repository (i.e. Tiger Paw). Verify and update necessary customer account information such as account name, address, main telephone number, point of contact (POC ) name, POC email address, POC telephone number. Rep will follow outlined processes as defined e.g., Help Desk Roles and Responsibilities document.

+ Ensure accurate dispatch board daily.

+ Advise management immediately of any callouts, customer escalations, and issues.

+ Generate service order tickets based on the information given by the customer.

+ Close and invoice service orders within two days of the completed work.

+ Coordinate and assist the Customer Service Manager in the assignment, scheduling, and dispatching of all technical resources for service and installation related activities.

+ This includes coordinating technical resources for projects run by Project Managers.

• Coordinate resources to support carrier services representatives and providers.

• Coordinate subcontractors

• Assist in the tracking and monitoring all technical resources throughout their daily activities including arriving on time to scheduled appointments, rescheduling missed appointments and collecting any daily time-reporting (DTR) when necessary.

• Provide assistance to the Operations Department on an as needed basis.

• Prepare Desi labels and other related duties for the pre-install work effort.

• Backup the warehouse with all duties.

• Create training documentation as necessary.

• Assist with the implementation of technology to improve the ability of CCi’s Customer Service Center to provide better support and quality of services.

+ Other duties and tasks as assigned.

Experience/Qualifications:

+ Education: Minimum of a High school degree.

+ Dell, HP, IBM, Lenovo knowledge preferred.

+ Must be able to lift over 50lbs

+ Must be able to install Operating Systems on Bare Bones Servers (Windows Server 2003, 2008, 2012), Windows Desktops XP, 7, 8, 10 Linux (Cent OS),

+ Knowledge of HP ProCurve Switches, Adtran Routers, Sonicwall Firewalls, Routing Protocols, VLANS

+ Knowledge of VoIP environment.

+ Must possess basic diagnostic skills. Desired candidate should be able to troubleshoot from beginning to end and provide detailed information on resolution.

+ Desired candidate must possess excellent verbal and written communication skills, be a team player, self starter with excellent customer service focus.

+ Knowledge of Telecommunications.

+ Ability to update all ticketing, dispatch and project tracking tools daily.

+ Valid Drivers License

Wage Range:$20-$25 dependent on experience

As part of the DU Family of Companies, we believe that investing and empowering our employees as leaders develops an organization that delivers innovative solutions and services that create a superior customer experience. The unique blend of our leader's abilities and the ownership of their work, combined with our culture and values, creates something that is simply described as the Davis-Ulmer difference.

Why Choose DU Family of Companies?

+ Competitive Compensation: We offer competitive pay rates for experienced professionals, ensuring your skills are recognized and rewarded appropriately.

+ Comprehensive Benefits Package: Enjoy an industry-leading benefits package that includes medical, dental, vision, and additional perks, ensuring your health and well-being are taken care of.

+ Strength of the Family:  The Davis-Ulmer Family of Companies, with over 30 locations across the East Coast and Midwest, epitomizes the strength of a team-first mindset. Embracing a culture of collaboration, we unite to share knowledge, resources, and best practices across our network of branches. This collective approach strengthens us as a cohesive group, amplifying our impact far beyond what any individual business unit could achieve alone.

+ Backed by APi Group: As a subsidiary of APi Group, a publicly traded, multi-billion-dollar corporation headquartered in Minnesota, we provide the financial stability and support needed for success. Benefit from world-class training and leadership development opportunities, backed by a powerhouse in the Fire Life Safety & Security industry.

+ Long-Term Career Relationships: Many of our employees have been with us for 20+ years! We believe in investing in the right people, fostering enduring professional relationships that benefit both individuals and the company alike. Join us and become part of a community where your dedication is recognized and valued for the long term.

+ ​Values Match: We prioritize hiring individuals whose values align with ours. Our commitment to value-driven recruitment is a cornerstone of our People/Talent Development Operating Code.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.

DAVIS-ULMER'S ENDURING PURPOSE: "To protect what people value most."

Equal Opportunity Employer, including disabled and veterans.