Help Desk Technician

Job Description

Job Description

Contract - $20-26/hr
Health, Dental, Vision + 401K

Naperville, IL - In office
Monday - Friday - Standard Shift

• Coordinate overnight installation projects, supporting the deployment of new solution stacks across multiple sites.
• Serve as the primary point of contact for Field Technicians during installations, providing real-time support through chat and coordinating with the Manager on Duty.
• Verify technician deliverables, including installation photos, documentation, and required verification steps, to ensure project quality and compliance.

Job Description:
The contractor shall provide Day of Job (DOJ) Project Coordinator services to support the successful execution of field service activities associated with Comcast Business installations, upgrades, professional services engagements, and remediation activities. The DOJ Project Coordinator shall serve as the primary operational liaison between field technicians, project management, dispatch teams, vendors, and customer stakeholders throughout the lifecycle of the scheduled work event.
The contractor shall be responsible for actively managing and coordinating day-of-service activities to ensure installations are executed in accordance with established schedules, technical requirements, customer expectations, and project milestones.

• Conduct pre-dispatch readiness reviews and confirmation calls with assigned field technicians to verify arrival times, scope understanding, required materials, access requirements, and technical preparedness.
• Provide real-time operational and technical support to field technicians throughout the installation or service event.
• Monitor technician progress against established project milestones and implementation timelines.
• Track project status throughout the service event and provide hourly progress updates within designated Comcast systems including but not limited to Smartsheet, ILEX, and any successor platforms designated by Comcast Business.
• Validate completion of required deliverables and ensure all documentation, test results, photographs, and supporting records are approved and uploaded to customer and Comcast Business portals within twenty-four (24) hours of project completion.
• Serve as the primary point of contact for day-of-job communications between field personnel, management, customers, and project teams.

Key Performance Indicators (KPIs)
The contractor's performance may be measured against, but is not limited to, the following KPIs:

• Installation Success Rates (Controlled and All-In).
• Milestone attainment rate during Installations.
• Hourly project update compliance.
• 98% accuracy of ticket documentation updates.
• Documentation upload compliance within 24 hours.
• Customer satisfaction scores.
• Coordinating implementation timelines, ensuring deliverables are approved.
• Updating project statuses hourly, strictly adhering to client-dictated scheduling deadlines
• Conducting preparatory confirmation calls with field technicians to ensure punctuality and readiness for service
• Informing management and clients of project statuses and escalating change requests through the approved process
• Escalating field operational issues to management for immediate attention and resolution
• Meeting KPI objectives by maintaining productivity standards and timely task completion
• Managing material procurement and delivery logistics, including accurate purchase order creation in compliance with purchasing policies
• Assisting with the coordination of field service operations, ensuring seamless execution and adherence to established protocols
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and 40 hrs per week.
• Other duties and responsibilities as assigned.

•\tWhat you didn’t know about us:
•\tCompetitive salary
•\tHealth, Dental and Vision Benefits
•\tShort/Long Term Disability and Critical Care/Illness Protection
•\tLife Insurance and Retirement Plans
•\tEmployee Assistance Program
•\tWith this position, you will get the opportunity to work with our game changing clients and further advance your already valuable experience in the telecom industry!

•\tWe are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

•\tWe are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

•\tWe give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!
•\tKelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.
•\tFor more information click Equal Employment Opportunity is the law.
•\tYou should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A recruiter will confirm and share more details with you during the interview process.

#JobsAtKellyTelecom

Company Description

•\tWhat you didn’t know about us:\r\n•\tCompetitive salary\r\n•\tHealth, Dental and Vision Benefits\r\n•\tShort/Long Term Disability and Critical Care/Illness Protection\r\n•\tLife Insurance and Retirement Plans\r\n•\tEmployee Assistance Program\r\n•\tWith this position, you will get the opportunity to work with our game changing clients and further advance your already valuable experience in the telecom industry!\r\n\r\n•\tWe are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!\r\n\r\n•\tWe are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.\r\n\r\n•\tWe give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!\r\n•\tKelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law. \r\n•\tFor more information click Equal Employment Opportunity is the law.\r\n•\tYou should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A recruiter will confirm and share more details with you during the interview process.\r\n\r\n#JobsAtKellyTelecom