Technical Help Desk 3

Position’s Contributions to Work Group

This role is critical to maintaining consistent and responsive support for DSS-related issues, especially during non-standard hours. By adding weekend hotline coverage and acting as a dedicated DSS resource, the position ensures that technical issues are triaged and resolved promptly. The role supports continuity of service and reduces backlog, contributing directly to the efficiency and reliability of the help desk team.

Reason/motivation for request

The position is critical to maintaining consistent and responsive support for DSS-related issues, especially during non-standard hours. By adding weekend hotline coverage and acting as a dedicated DSS resource, the position ensures that technical issues are triaged and resolved promptly. The role supports continuity of service and reduces backlog, contributing directly to the efficiency and reliability of the help desk team.

First Shift 7am-3:30pm; 4 - 6 months training; Mon-Fri – sched of training

The role involves regular collaboration with team members both virtually and in person. Communication will occur through Microsoft Teams for remote coordination and face-to-face interactions within the Tucson Mining Center Service Center. This hybrid engagement model fosters teamwork, knowledge sharing, and quick problem-solving across the help desk group.

Backfill Typical task breakdown

• Handling incoming cases with urgency and precision
• Weekend hotline coverage from 7:00 AM to 3:30 PM
• DSS password resets
• ECM allocations
• Blackbox conversions

Team Structure

• The call center operates within a structured, multi-tiered support model designed to ensure responsiveness and efficiency across global operations.
• At the core, frontline agents handle routine inquiries and escalate complex issues to Level 3 (L3) support teams, which include specialized service engineers and technical leads.
• Supervisors play a pivotal role in guiding team success by setting clear goals, fostering collaboration, and ensuring customer-centric practices are embedded in daily operations.
• Leadership oversight is maintained through regular Call Center Leader Meetings organized by the product support manager, and daily scrums by the regional manager.

Work environment

The position is based in an office setting at the Tucson Mining Center, providing a structured and professional, yet business casual workspace. The environment supports focused technical work and facilitates direct access to team resources and systems. With on-site full-time presence, the role benefits from immediate collaboration and hands-on support capabilities.

Education & Experience Required

• Associates in technology or equivalent
• 5 years technical experience with troubleshooting and root cause analysis

Top 3 Skills

• Networking – Strong understanding of network protocols, configurations, and troubleshooting techniques.
• Windows Administration – Proficiency in managing Windows environments including user accounts, permissions, and system updates.
• Troubleshooting – Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.

Additional Technical Skills (Required)

• Advanced troubleshooting and root cause analysis capabilities to resolve complex technical problems and prevent recurrence.
• Log crawling and ability to comb through large datasets.
• A fundamental understanding of SQL.
• A basic understanding of scripting or programming with the ability to identify and follow syntax.

Soft Skills (Required)

• Excellent customer service orientation, with a focus on clear communication, empathy, and responsiveness to user needs.
• Ability to work collaboratively in a team environment and maintain professionalism under pressure.
• Strong organizational and time management skills to handle multiple tasks effectively.