EPITEC
Title: Technical Help Desk 3
Location: Tucson, AZ – ONSITE full time
Duration: 24-month contract
Wednesday-Sunday First Shift 7am-3:30pm
Pay Rate: $27.10-$29.23
Job Summary:
- The primary responsibility of this role is to serve as a dedicated DSS resource, handling incoming cases with urgency and precision. Tasks include weekend hotline coverage from 7:00 AM to 3:30 PM, DSS password resets, ECM allocations, and blackbox conversions. The role demands a proactive approach to case management and a strong understanding of DSS systems to ensure timely resolutions.
Responsibilities:
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Maintain records of daily data communication transactions, problems, and remedial actions taken.
- Read technical manuals, confer with users, or conduct diagnostics to investigate and resolve issues.
- Provide support to resolve production problems and processing issues.
- Follow iterative and agile SDLC processes.
- Serve as a dedicated DSS resource, handling incoming cases with urgency and precision.
- Perform DSS password resets, ECM allocations, and blackbox conversions.
- Collaborate with cross-functional teams to ensure security, scalability, and operational excellence.
Years of Experience and Education:
- Associates in technology or equivalent
- 5 years technical experience with troubleshooting and root cause analysis
Skills Required:
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 comb though large datasets.
- A fundamental understanding of SQL
- A basic understanding of scripting or programing with the ability to identify and follow syntax.
Top 3 Soft Skills:
- 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.
Disqualifiers/Red Flags/Overqualifications:
- Lack of experience in networking or Windows administration, which are core technical requirements for the role.
- Limited troubleshooting ability, especially in high-pressure or time-sensitive environments.
- No exposure to DSS systems or similar enterprise support platforms, which may hinder effectiveness in triaging and resolving DSS cases.
- Poor customer service skills, such as inability to communicate clearly or empathize with users.
- Unwillingness or inability to work weekend shifts, as the role includes hotline coverage from Wednesday to Sunday.
Inability to work independently or manage time effectively, given the role’s solo coverage periods and task ownership.