Help Desk Coordinator (Network)

Knock

Knock

Richardson, TX, USA
Posted on Mar 16, 2025

As a Help Desk Coordinator II, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers. Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.

The shift for this position is 10 AM - 9 PM EST Wednesday - Saturday (4 days at 10 hours) but we can convert that to a 5 day work week with 8 hour days if preferred. There is a 3 week training program from 10 AM to 7 PM EST, Monday-Friday.

PRIMARY RESPONSIBILITIES

  • Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.
  • Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.
  • Conduct remote troubleshooting for network-related problems.
  • Identify access points and evaluate their functionality, including heartbeats and the number of users.
  • Determine the necessity of rebooting wireless access points to resolve connection issues.
  • Utilize MAC addresses to ascertain the connection status of devices.
  • Resolve cable and video-related issues.
  • Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.
  • Rectify video and programming problems on Dish Smart Boxes.
  • Handle matters escalated from property staff.
  • Perform other duties as assigned.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

  • Possession of a High School Diploma or GED.
  • Proficiency in network and wireless troubleshooting.
  • More than 2 years of experience in customer service.
  • Over 1 year of technical support experience.
  • Strong written and oral communication skills.
  • Exceptional telephone etiquette.
  • Detailed documentation capabilities.
  • Strong technical troubleshooting skills
  • Exceptional problem-solving abilities
  • A genuine passion for helping others
  • Effective communication skills
  • A desire to be an integral part of a dynamic and supportive team
  • Familiarity with Ruckus, Juniper, and Cambium Access Points.
  • Experience with Zendesk or another ticketing system.
  • Previous work experience with an Internet Service Provider (ISP). #LI-REMOTE #LI-JL1