Help Desk Agent (Various Tiers)

Founded in 2004, Federated Service Solutions (FSS) is passionate about helping businesses do business better. Our focus is end-to-end technology equipment and infrastructure solutions for large retailers throughout the United States and beyond.  Our services include, but are not limited to, infrastructure cabling, skilled engineering services, equipment setup, activation, testing and tear outs. Basically, we are responsible for any of the technology in a building that doesn't zap you. This includes devices such as computers, cash registers, phones, CCTV, kiosks, digital signage, and all the network that connects and supports it.

The Help Desk Agent will support our customers and technicians in the field.  If you have a passion for making things work in a fast-paced environment, this may be the job for you.  You will be supporting a wide variety of tasks involved with network infrastructure.  Working closely with project managers and resource deployment, no day will ever be the same.   Our Help Desk Agents have experience with some or all of the following:    Networking equipment, tracking calls and emails, logging issues and providing updates to the project team, writing technical documentation, creating manuals, wireless network design, CAD, check-in & check out.   

Various responsibilities depending on level of agent experience:

1. Technician Check-in & Check-out
2. Answering Calls and escalating where necessary
3. Deliverable Review
4. Database Updates
5. Live Check-out
6. Technician and Customer Support
7. Manual Creation
8. Network Design
9. Heat Map Certifications
10. Advanced Configuration

Who we are looking for:

1. High School Diploma 
2. BA in Computer Science, preferred but not necessary.
3. Certifications preferred (A , Network , BICSI.)
4. 2 plus years of HD experience preferred or previous technician experience in the field.
5. Someone with a basic understanding of networking.
6. Someone with basic knowledge of computers and cabling.
7. Someone who is a self-starter and loves to learn new things.
8. Someone who is well spoken and friendly.
9. Someone who pays close attention to detail.
10. Someone who has availability to work at night or on a weekend if called upon.

Our Benefits:

1. Paid Time Off
2. Remote or Hybrid Positions
3. Heavily focused on culture and employee engagement which includes a work life balance
4. Competitive Compensation 
5. Medical/Dental/Vision plans starting the first of the month following hire date
6. 401(k) Company Match
7. Profit Sharing
8. Flexible Schedule
9. Flex spending account
10. Life and disability insurances 
11. Employee Discounts
12. Employee referral bonuses

At Federated we value each person and the talent they bring to the team. We also encourage work/life balance because it's all about quality of life both personally and professionally.  Listen to what some of our team members say about working here:

"The culture throughout this company is that we are people and people matter."

"I love working here because I have complete ownership of my role. I can be creative to get results and I know my team is always as happy to help me as I am to help them."

"Working at FSS is truly being on a Team with great collaboration.  I feel I am appreciated and bring value to the company."