Senior Help Desk Technician

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.

We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

We are looking for a Help Desk Technician to provide technical assistance to our clients. You will diagnose and troubleshoot software and hardware problems, act as a point of internal escalation for other Help Desk Techs and assist in identifying knowledge areas where further training may be needed for the Help Desk team.

RESPONSIBILITIES:

Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support.

Communicate with clients via email, chat, and phone.

Provide timely and accurate solutions to customers’ technical problems and ensure prompt and accurate responses to increase client satisfaction.

Prioritize tickets based on various factors including business impact, age of ticket, and scope of impact.

Offer feedback and training to less experienced technicians on the team.

Be a point of escalation for complex Tier 2 issues and work with the Sys Admin team to resolve.

Participate and assist in the remediation of cybersecurity incidents.

EDUCATION/EXPERIENCE:

A degree or equivalent in a relevant field, like Computer Science, IT or Software Engineering. Microsoft or similar certification is a plus.

MS-900: Microsoft 365 Fundamentals Certification

Relevant job experience is described as: job experience with similar essential duties and/or in similar industry


SKILLS / KNOWLEDGE / ABILITIES:

Strong analytical skills and ability to convey that information succinctly and clearly.

Strong interpersonal, teamwork, conflict resolution, and negotiation skills.

Strong time management, organizational, and prioritization capabilities.

Excellent oral and written communications skills internally and customer-facing with a focus on training.

Well-versed in communicating at both the technician as well as customer level.

Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships.

Ability to remain approachable in a fast-paced environment.


REQUIREMENTS:

Remain stationary for extended periods

Ability to communicate information

Ability to crouch and crawl

Ability to bend, kneel, and stand

Ability to operate a computer

Ability to operate hand tools and equipment

Possess/maintain a Valid Driver’s License

Travel requirement

Ability to pass a Fingerprint Based Background Check

People are our passion.  At ALLO, we don’t treat you like a number. You’re a human being. 
 

Get ready to plug into the perks at ALLO: 

• Free internet? You bet. Plus, awesome discounts on other ALLO services.

• Retirement Plan:  The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.

• Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.

• Benefits:  Our benefits include medical, vision, and dental with low employee costs.  Not to mention generous Earned Time Off (ETO) program.

• Sponsorships:  Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.

• Tuition Assistance:  Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.

ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.

Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.

 

Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at recruiting@allofiber.com.

ALLO is a Drug Free and Tobacco Free Workplace.