Help Desk Agent

About Federated Service Solutions:  
Founded in 2004, Federated Service Solutions is a dynamic and innovative technology company dedicated to helping businesses do business better. We are committed to fostering a collaborative and inclusive work environment where all employees can thrive and contribute to our shared success. We do this by creating a culture of accountability, aligning our strategies and policies with the company’s goals, vision, and values, and exceeding customer expectations by putting the right people in the right seats. Join us and be a part of our exciting journey towards growth and excellence.

About the Role: 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 the following:   Networking equipment, tracking calls and emails, logging issues and supplying 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: 

• Technician Check-in & Check-out
• Answering Calls and escalating where necessary
• Deliverable Review
• Database Updates
• Live Check-out
• Technician and Customer Support
• Manual Creation
• Network Design
• Heat Map Certifications
• Advanced Configuration

Who we are looking for: 

• High School Diploma 
• BA in Computer Science preferred but not necessary.
• Certifications preferred (A+, Network +, BICSI.)
• 2 plus years of HD experience preferred or previous technician experience in the field.
• Someone with a basic understanding of networking.
• Someone with basic knowledge of computers and cabling.
• Someone who is a self-starter and loves to learn new things.
• Someone who is well spoken and friendly.
• Someone who pays close attention to detail.
• Someone who is available to work at night or on a weekend if called upon as shifts may vary.

Our Benefits: 

• Paid Time Off
• Remote or Hybrid Positions
• Focus on Culture and Employee Engagement: Emphasizing work-life balance.
• Competitive Compensation
• Medical/Dental/Vision Plans: Starting the first of the month following hire date.
• 401(k) + Company Match
• Profit Sharing
• Flexible Schedule
• Flexible Spending Account
• Life and Disability Insurance
• Employee Discounts, Employee Referral Bonuses