CenturyLink Helpdesk Support Technician in Monroe, Louisiana71201

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Description:

  • The IT Help Desk provides first level technical support (PC break fix and how to, password reset, basic network and printing support along with supporting proprietary applications critical to the business operation) to the CenturyLink workforce (employees, contractors, vendors).

  • Contacts are received by phone and online chat, all agents are required to document their inbound contacts in a ticketing system and either resolve the issue or dispatch it correctly to the next level of support.

  • Agents must utilize an internal knowledge base to locate dispatch information and some support knowledge.

  • The IT Help Desk is a 16X7 operational Help Center (16 hours a day, 7 days a week). Shifts can be adjusted to meet the needs of the business. This includes Holidays.

Minimum Requirements

  • Proven customer service skills

  • Ability to type 40+ WPM

  • Ability to work quickly in a fast-paced environment

  • Ability to move quickly between tasks and keep awareness over multiple issues simultaneously

  • Ability to communicate complex technical issues in a clear and concise non-technical manner both verbally and written

  • Independent problem solving skills

  • Demonstrates good decision making

  • Dependable and reliable attendance and punctuality

  • Ability to navigate the Windows operating system to troubleshoot basic issues such as:

  • Network Issues

  • Configuration/Preference Issues

  • Working knowledge of personal computing technologies

  • Mobile devices

  • Personal computers

  • Ability to work effectively in a team environment

  • Ability to learn new skills quickly

  • Expert organizational skills and the use of MS Outlook to stay organized

  • Basic understanding of MS Office suite of programs

  • Ability to quickly search a knowledge base to find solutions

Preferred Requirements

  • Proven IT Support experience (Desktop or Help Desk)

  • Proven Customer service experience in a call center type environment

  • Formal education or certification in computer science or other related field

  • Experience using common applications such as:

  • Incident Management ticketing systems such as Remedy

  • ADUC

  • AVAYA or other VOIP systems

  • SKYPE

Alternate Location: US-Colorado-Denver; US-Colorado-Littleton; US-Louisiana-Monroe

Requisition # : 139820

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.