Technical Help Desk

About the role

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.

Responsibilities

• Serve as a dedicated DSS resource, handling incoming cases with urgency and precision.
• Perform DSS password resets, ECM allocations, and blackbox conversions.
• Proactively manage cases with a strong understanding of DSS systems to ensure timely resolutions.
• Collaborate regularly with team members both virtually and in person.

Qualifications

• Associate’s degree in technology or equivalent.
• 5 years of technical experience with troubleshooting and root‑cause analysis.
• Strong understanding of network protocols, configurations, and troubleshooting techniques.
• Proficiency in managing Windows environments including user accounts, permissions, and system updates.
• Ability to quickly identify, diagnose, and resolve technical issues across hardware and software platforms.

Skills

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

Pay

Payrate: $30.00 – $31.00 per hour. Non‑exempt positions are eligible for overtime at 1.5 × the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts within the base pay range are determined by factors including relevant skills, education, and experience.

Benefits

• Medical, dental, and vision benefits.
• Health savings accounts with qualified medical plan enrollment.
• 10 paid days off.
• 3 days paid bereavement leave.
• 401(k) plan participation with employer match.
• Life and disability insurance.
• Commuter benefits.
• Dependent care flexible spending account.
• Accident insurance.
• Critical illness insurance.
• Hospital indemnity insurance.
• Accommodations and reimbursement for work travel.
• Discretionary performance or recognition bonus.
• Sick leave and mobile phone reimbursement as required by state or local law.