HelpDesk Engineer or Helpdesk Technician, IT, I.T., Networking, Electronics Technical Support

US-IL-Danville
Department
Customer Service/Product Support - Help Desk
# of Openings
2
Position Type
Regular Full-Time
Shift/Hours
Starting shift usually 9am-6pm; earlier shifts filled first by internal transfers.

Overview

 

NOTE: Danville IL is 1.5 hours from Indy, 2.5 from Chicagoland, 3.5 from St. Louis.

 

 

Note: This position is posted as "IT Networking Helpdesk Technician" because our technicians are providing IT helpdesk-type support, but to our customers and our customers-customers (the end user of our product), instead of to internal staff.  STRONG NETWORKING EDUCATION OR WORK EXPERIENCE IS REQUIRED.

 

 

 

Watchfire Signs is an exciting, dynamic growing company, headquartered in Danville IL. We are more than 80 years strong and have been growing steadily. We expanded in 2013 to bring our manufacturing facility to 150k sq ft and our office facility to 50k sq ft.  We are a market leader in the fast growing digital billboard and LED sign markets.  

 

 

 

Vertically integrated, we do everything from engineering and sales through circuit board assembly; from accounting and technical support through final product integration and calibration. This allows us to sustain our position as the quality leader and the premium provider in our industry.

 

 

 

Watchfire offers comprehensive benefits including 401K with matching, affordable health/dental insurance, paid time off in year of hire, continuing education assistance and career advancement opportunities. We have been an employer of choice for decades, and are growing strong! We offer opportunities for career growth and development as well as the opportunity to work in an entrepreneurial environment where decisions can be made quickly. Only candidates seeking to make a difference in a growing, collaborative and fast-paced environment should apply.

 

 

Our true differentiator in the market is exceptional technical support / customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our outside customers -- end users and sign technicians -- with installation, service, maintenance and software operation assistance and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this helpdesk engineer position.

 

All candidates must have full authorization to work in the US without requiring current or future sponsorship.

Responsibilities

Note: This position is posted as "IT Networking Helpdesk Technician" because our technicians are providing IT helpdesk-type support, but to our customers and our customers-customers (the end user of our product), instead of to internal staff.  STRONG NETWORKING EDUCATION OR WORK EXPERIENCE IS REQUIRED.

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

Required Education/Qualifications

    • Must have full authorization to work in the US without requiring sponsorship now or in the future (no H1B, CPT, OPT, etc);
    • AA/AAS/AS degree in technical field (or military equivalent) minimum,
      • BS in EE, EET, CE, ECE, MIS or IT or similar technical field strongly preferred. 
      • Solid understanding of basics of networking (not simply computer operation) is REQUIRED --  significant college coursework preferred;
      • Basic understanding of electronics - including college coursework - strongly preferred;
    • NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)  preferred;
    • Previous customer service work experience is strongly recommended; 1+ years prior helpdesk / phone support experience, ideally IT/software/computer phone support, is strongly preferred;
    • Some physical ability such as moderate lifting, working on ladders and in bucket trucks at heights, etc. required;
    • Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills STRONGLY preferred.
    • Bilingual Spanish at a level of providing technical information via verbal or written communications a PLUS but not required.
    • Willingness to work occasional overtime and weekends preferred.

 

This position might also be listed as a call center technician, tech support, technical engineer, post sales engineer, technical customer service representative, CSR, callcenter, call center, helpdesk tech, helpdesk engineer, help desk tech, help desk technician, help desk engineer, IT tech, networking call tech, IT service desk technician, or similar titles. All such titles apply to this highly technical, critical role within our staff.

 

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