Help Desk Technician

Job Description

Job Description

THIS IS NOT A REMOTE OR HYBRID POSITION. YOU MUST BE ABLE TO WORK IN THE OFFICE IN JONESBORO, AR.

The Helpdesk Specialist I provides excellent Tier-1 support for an assigned national account. This includes general troubleshooting, maintaining record databases, updating customer/service tickets and escalating issues to internal/external resources.

Responsibilities:

• Provide exceptional customer service to a variety of national account locations
• Answer inbound queue calls from customers in a fast paced environment
• Open, update, and close service tickets
• Perform Tier-1 analysis/triage to include but not limited to:
• Incoming phone lines
• General phone system/end-point issues
• Call flow processes
• Other customer owned peripheral equipment
• User voicemail additions/ resets
• Basic user phone feature programming
• Respond to customer tickets within Service Level Agreements
• Conduct daily follow up calls to customers to ensure ticket resolution and customer satisfaction
• Escalates complex issues or customer complaints to Tier-2, Management, or 3rd party to ensure timely resolution if needed
• Place equipment orders and update inventory database
• Identify and schedule subcontractors to provide service if needed
• Negotiate subcontractor rates in order to maximize profitability
• Conduct follow up calls to subcontractors to ensure scheduled appointments are met
• Update customer databases with most current site specific information
• Participate in 24x7x365 on-call rotation after new-hire onboarding period
• Train new & current team members on internal/external processes, work flows, and changes
• Models appropriate behavior in regards to Optus’ Core Values and Code of Ethics policies and supports Optus’ team approach to quality to drive Optus forward
• Other duties or tasks as assigned by management

Requirements:

• College degree preferred, High school degree or equivalent required
• Experience with Microsoft Word, Excel and Outlook required
• Demonstrates technical aptitude
• Previous telecommunications experience preferred
• Must be a team player with a positive attitude and able to demonstrate excellent customer service skills
• Strong written and verbal communication skills required
• A keen attention to detail and great organizational habits are mandatory
• This position requires the successful candidate to be able to multi-task, work within externally developed deadlines, and work within an environment with changing priorities

What We Offer: 

• Pay range is between $17-$18/hr.
• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Who We Are: 

We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.
At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages their expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.

Physical Demands/Working Conditions: 

Ability to read, write, and communicate orally and written to external and internal customers and employees. Normal vision and normal hearing with or without correction. Ability to move boxes weighing up to 50 lbs. periodically throughout the workday. Must be able to perform tasks requiring hand and feet coordination and repetitive hand and wrist motions.
Optus is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.

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