Support Desk

(The following statements are intended as general illustrations of the work for this position and are not all inclusive)

• Basic troubleshooting of reported issues; control, manage, track, document and record all reported issues into the help desk ticketing software
• Document troubleshooting progress and investigate issues before escalating tickets to the next level of support
• Work with ISPs and MSPs during network outages to escalate the support ticket and keep communication open
• Order processing and provisioning
• Educate and elevate: Help our customers understand the technology available to them and how to best leverage it for their needs
• Customer communication and updates
• Complete other duties as assigned

Cadence Technology Services is a nationwide telecommunications firm specializing in voice and data infrastructure, hardware, and provisioning solutions. We’re expanding and are seeking a dedicated Help Desk Agent to join our dynamic team and grow alongside us.

In this role, you’ll be providing essential administrative support by troubleshooting issues, processing orders, and acting as a liaison when sales representatives are unavailable. Your efforts will directly contribute to delivering top-notch customer service and ensuring that our customers have a smooth telecommunications experience. With a diverse customer base spanning various industries, every day offers new challenges and opportunities. This position solves practical problems and deals with variables in situations where only limited standardization exists. A self-starter mentality is a must! This is an onsite position that will be based in our office which is located in Town and Country, MO.

If you’re passionate about problem-solving and enjoy helping businesses optimize their technology, this may just be the role you have been seeking!, * Strong customer service and communication skills- both oral and written

• Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Teams)
• A basic knowledge of Android and iPhone device setup and troubleshooting - specific to the use of mobile phone applications
• Intermediate knowledge of Windows and Operating Systems
• Working knowledge of Microsoft Teams including Teams voice and video conferencing
• Technical aptitude with strong PC literacy skills
• Strong problem-solving skills and decision-making ability
• Ability to learn and apply technical information in a fast-paced work environment where priorities may constantly change
• Flexibility to accommodate helpdesk’s hours of operation, including participating in after hours on-call schedule
• Enthusiasm and desire to learn
• Work well in a team environment
• At least one year experience in a support/help desk role
• CompTIA A+ Certified IT Technician is a plus, but certainly not required

Education:

High school diploma or equivalent

• Competitive salary
• Medical and Dental insurance
• 401k with company matching
• Paid vacation, holidays, and sick days
• Collaborative and supportive work environment
• Autonomy in defining processes / procedures
• Access to paid professional development and training opportunities
• Internal growth opportunities: we promote from within!

Schedule:

Monday - Friday 8 am - 4:30 pm