HelpDesk Technician I-II

Job Description

Job Description

Job Purpose

Provide exceptional customer service and technical support to customers across Muscatine Power and Water (MPW) utility and communications services. This position troubleshoots fiber internet, wireless internet, IPTV/TV, and phone services; responds to telephone and email inquiries related to Internet, TV, phone, electric, water, and other services; tracks and monitors issues to timely resolution; supports and sells communications products; understands cycle billing; and serves as a technical interface with other service departments.

The Technician I–II structure recognizes increasing technical expertise, autonomy, and leadership responsibility.

Specific Responsibilities

1. Troubleshoot customer issues with communications utility products and services (email, Internet, TV/IPTV, phone) while promoting MPW services.
2. Respond to customer phone calls and emails using the approved communications model with professionalism, efficiency, and respect.
3. Answer questions and perform business related to all utilities, including applications for service, rates, promotions, policies, and service rules.
4. Promote and sell MPW communications services.
5. Create service orders and coordinate field personnel dispatch as needed.
6. Accept payments over the phone and accurately enter transactions.
7. Identify, research, and resolve technical problems; notify appropriate departments when issues extend beyond the HelpDesk.
8. Interact with other technical areas of the Utility to resolve customer concerns or network issues.
9. Maintain accurate documentation of issues, troubleshooting steps, and resolutions.
10. Back up Customer Services Representatives as needed.
11. Perform other duties as assigned.

• Serve as the primary point of contact for residential troubleshooting.
• Follow established troubleshooting scripts, procedures, and escalation paths.
• Recognize issues requiring escalation and transition cases to Technician II or III with complete documentation.
• Build foundational technical knowledge across MPW utility and communications services.
• Demonstrate strong customer service and teamwork skills while developing technical proficiency.

• Serve as the primary point of contact for commercial customer troubleshooting.
• Skillfully identify root causes and work toward first-call or expedited resolution of complex issues.
• Act as an escalation point for complex residential issues and Technician I inquiries.
• Coordinate and collaborate with HelpDesk Technician III and/or System Administrator groups.
• Monitor billing and provisioning reports to ensure service accuracy and a high-quality customer experience.
• Evaluate billing accounts versus provisioning data to ensure accurate customer billing.
• Assist in the training, coaching, and mentoring of HelpDesk Technician I staff.
• Demonstrate leadership through initiative, problem ownership, and cross-department collaboration.

Qualifications

Knowledge

1. Associate degree with an emphasis in technical training/coursework related to networking or equivalent combination of education and experience required.
2. Minimum 2 years of customer service experience, prior helpdesk experience preferred.
3. Familiar with a variety of computer software/hardware applications along with a basic understanding of TCP/IP and associated network components as they relate to Internet connectivity.
4. Knowledge, or ability to obtain knowledge, of MPW electric, water, garbage, sewer, TV, phone, and Internet products, services, and policies.
5. Knowledge, or ability to obtain knowledge, of MPW rate structure.
6. Knowledge of a customer information system.
7. HelpDesk Technician II must have demonstrated experience troubleshooting complex customer and network issues.

Skills

1. Excellent verbal and written communication skills, especially for documenting troubleshooting efforts on behalf of a customer.
2. Excellent interpersonal and listening skills, with ability to build productive professional relationships, promote a team atmosphere and provide high level of customer service.
3. Proficiency with use of Microsoft Office Word and Excel at an intermediate skill level.
4. Bilingual skills (English/Spanish) preferred
5. Good judgment and reasoning skills.
6. Problem identification, analysis, and problem-solving skills, especially for troubleshooting basic PC, email, Internet, TV, phone, and other customer issues.
7. HelpDesk Technician II must have advanced root cause analysis and problem-solving skills, effective initiative and informal leadership abilities and ability to mentor and support peers

Abilities

1. Ability to work as part of a team, either as team leader or a member of a team.
2. Ability to drive results and ensure work is accomplished properly, safely, and in a timely manner.
3. Ability to use discretion in maintaining confidentiality and handling sensitive information.
4. Ability to work independently, effectively prioritize work, manage multiple tasks, meet deadlines, and adjust work priorities as needed to meet department/organizational objectives.

Other Position Requirements

1. Must be able to attend work on a regular basis and work overtime as needed.
2. Must maintain a method of communication to be contacted by MPW outside normal work hours.
3. Personality and neat appearance appropriate to greeting the public. Must display a high level of professionalism, tact, and diplomacy when dealing with customers.

Work Environment

1. Work environment is primarily in an office environment.
2. Must comply with all safety and site rules at all locations.

WorkSTEPS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This position is rated Light in the WorkSTEPS program.