Support Desk - Cadence Technology Services

Cadence Technology Services is a nationwide telecommunications firm specializing in voice and data infrastructure, hardware, and provisioning solutions. We're expanding rapidly and seeking a dedicated Help Desk Agent to join our dynamic team and grow alongside us.

In this role, you'll work closely with our sales team, providing essential administrative support by troubleshooting issues, processing orders, and acting as a liaison when sales representatives are unavailable. Your efforts will directly contribute to delivering top-notch customer service and ensuring the sales team meets its goals. With a diverse customer base spanning various industries, every day offers new challenges and opportunities. This position solves practical problems and deals with variables in situations where only limited standardization exists. A self-starter mentality is a must! This is an onsite position that will be based in our offices located in Town and Country, MO.

If you're passionate about problem-solving and enjoy helping businesses optimize their technology, this may just be the role you have been seeking!

Primary Job Responsibilities:

(The following statements are intended as general illustrations of the work for this position and are not all inclusive)

• Basic troubleshooting of reported issues; control, manage, track, document and record all reported issues into the help desk ticketing software
• Document troubleshooting progress and investigate issues before escalating tickets to the next level of support
• Work with ISPs and MSPs during network outages to escalate the support ticket and keep communication open
• Order processing and provisioning
• Educate and elevate: Help our customers understand the technology available to them and how to best leverage it for their needs
• Customer communication and updates
• Complete other duties as assigned

What you bring to the table:

• Strong customer service and communication skills- both oral and written
• Advanced knowledge in Microsoft Office 365 (i.e., Word, Excel, PowerPoint, Teams)
• Knowledge of Android and iPhone device setup and troubleshooting - specific to the use of mobile phone applications
• Intermediate knowledge of Windows and Operating Systems
• Working knowledge of Microsoft Teams including Teams voice and video conferencing
• Technical aptitude with strong PC literacy skills
• Strong problem-solving skills and decision-making ability
• Ability to learn and apply technical information in a fast-paced work environment where priorities may constantly change
• Flexibility to accommodate helpdesk's hours of operation, including participating in after hours on-call schedule
• Enthusiasm and desire to learn
• Work well in a team environment
• At least one year experience in a support/help desk role
• CompTIA A+ Certified IT Technician preferred, but not required

Education:

High school diploma or equivalent

Pay, perks and such:

• Competitive salary
• Medical and Dental insurance
• 401k with company matching
• Paid vacation, holidays, and sick days
• Collaborative and supportive work environment
• Autonomy in defining processes / procedures
• Access to paid professional development and training opportunities
• Internal growth opportunities: we promote from within!

Schedule:

Monday - Friday 8 am - 5 pm

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

It is the policy of Cadence Technology Services to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, veteran status, or disability in accordance with applicable federal laws. In addition, Cadence Technology Services complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment including, but not limited to hiring, placement, assignment, promotion, termination, layoffs, recalls, transfers, leaves of absence, compensation, and training.