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# Help Desk Coordinator II

- **Company:** RealPage, Inc
- **Location:** Columbia, SC, United States
- **Salary:** $37,107.0 - $63,294.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Networking Hardware, Internet Service Provider, Network Troubleshooting, Wireless Access Point, Tablet Computers, Juniper, Laptops, Zendesk
- **Published:** July 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=da2e83e3e4d88350

## About the Role

Required:

 * 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).

Physical Demands and Working Conditions

The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.

## Description

As a Tier 2 Help Desk Agent, 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.
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.


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