Intern Help Desk Technician

About the Role

This position is based onsite at our Danville, IL facility, where the help desk team is at the core of Watchfire's technical support/customer service promise. These technologically savvy call center techs provide customers—end users and sign technicians—with installation, service, maintenance, and software operation assistance and training, utilizing an extensive knowledge base and hands-on training. This role is technical in nature, with customer service being a critical component.

Key Responsibilities

• Provide world-class customer tech support promptly, with a focus on quality and first call resolution to customers, dealers, and end-users.
• Assist in the continual improvement/expansion of the Watchfire knowledgebase, a web-based collection of internal and customer-facing troubleshooting, how-to, and resolution documentation.
• Maintain detailed customer records in the Customer Service database regarding each service/support call, email, and chat.
• Perform other various special software and engineering assignments or duties as required.
• Occasional weekend duties, such as providing on-call or remote weekend helpdesk support.
• Occasional interaction with the design/engineering team, with the possibility to grow into R&D assignments, depending upon the level of education and technical training.

Requirements & Tech Stack

• Solid understanding of basics of networking (beyond computer operation).
• Basic understanding of electronics, including college coursework.
• NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.).

Qualifications

• Previous customer service work experience is strongly recommended.
• 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support.
• Exceptional and demonstrated verbal communication skills.
• Demonstrated customer service skills.
• Must be able to work onsite at our Danville, IL facility.
• Pursuing an AA/AAS/AS degree in a technical field (or military equivalent) minimum.
• Pursuing a BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred.
• Must have been enrolled full-time for the current semester; new graduates are eligible.