Hot Spot Service Desk Administrator

Job Locations US-NV-Las Vegas
ID
2022-1313
Category
Professional Services
Type
Full Time

Overview

Under general supervision from the CCSD Program Manager, the HS Service Desk Administrator will manage the operational tasks related to the Mobile Hotspot component of the CCSD home internet connectivity service.  As part of the Distance Learning Initiative hotspots are supported by a collaboration between the Network Services department and the User Support Services (USS) department with face-to-face interactions with the students and staff being done by the dedicated, onsite USS Site Based Technicians (SBT), Principal or site office administrator.  The Hotspot Service Desk Administrator will, during a normal day, communicate via the districts ticketing system, through email and over phone to address hotspot related issues and requests.  The administrator will maintain the in-warehouse inventory, trouble shooting, asset tracking, reporting, occasional hotspot deliveries, vendor interactions and diagnosis of returned equipment. 

Responsibilities

Responsibilities:

  • Manage the Home Internet Connectivity queue in district Incident/Request service desk application
  • Manage the Hotspot vendor sites for device status, reports and research
  • Manage the requests for devices and delivery
  • Maintain the consolidated device registry and weekly audit the device statuses for new and repaired stock
  • Test Hotspot devices for operational readiness, address basic device malfunctions
  • Maintain spare parts inventories, documentation, and accessories for Hotspots requests
  • Consolidate historical documentation into an asset tracking systems from multiple sources as part of
    baseline processing effort
  • Receive or place calls to central user support center, school staffs and parents for one-stop-resolution
  • Maintain and create new reports based trending metrics or funding channels
  • Work safely and independently without direct supervision
  • Ensure end user needs are met efficiently and effectively
  • Demonstrates initiative and resourcefulness in finding solutions to problems independently of others
  • Performs related duties as required

Knowledge of:

  • Industry standard customer service processes, protocols and Service Level Agreements (SLA)
  • Basic electronic knowledge related to end-point connectivity with a mobile wireless device
  • Basic asset tracking and inventorying
  • Email, incident/problem/request tracking systems and Google G-suite toolset
  • Basic knowledge of wireless and internet connectivity protocols and diagnosticsPrinciples, methods, and procedures applied in the operation of computers, peripheral equipment, application software, and networks
  • Interpersonal skills using tact, patience, and courtesy

Qualifications

Education:

  • High school diploma or equivalent required
  • 2-year+ or vocational training in related Computer Science field; and/or military service preferred

Experience:

  • One to two years of related experience in the maintenance, or upgrading of hardware/software, prior experience with wireless devices a plus

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is frequently required to stand and walk; talk or hear; and use hands to handle or operate objects, tools, or controls; and reach with hands and arms.
  • The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Time might be spent in a warehouse like environment with no environmental conditioning.

Conditions of Employment:

  • Valid Nevada driver’s license
  • Use of personal vehicle (mileage paid)
  • Must pass criminal background investigation and drug screening

Company Overview

Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.

Vision Technologies offers its employees the following benefits and leave programs.
• Company Holidays
• Elective Days
• Birthday off with pay
• PTO
• Medical/Dental/Vision Insurance
• Life Insurance and AD&D
• Short/Long‐term Disability
• 401(k) Retirement Plan
• Tuition Reimbursement
• Leadership Development Training

Vision Technologies is an equal opportunity employer: disability/veteran.

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