Help Desk

Job Title: Product Support Specialist

Location: Eldersburg, MD

Coverage area: Mid-Atlantic and surrounding areas

Department: Service (Operations)

Reports to: Operations Manager and Service Coordinator

FLSA Status: Hourly, Non - Exempt

SUMMARY:

The Help Desk and Product Support Specialist provides customer service and system support in person and/or by telephone to customers nationwide from our Mid-Atlantic offices. Support is telephone and computer based with some in-person support for our clients. Specialist is responsible for managing phone calls, emails and support tickets within our ticket management system by our clients and employees. Works with upper-level support to troubleshoot/setup/configure car access systems to include LAN (Local Area Networks). Effectively understands and troubleshoots basic setup of credit card configuration within the PARCS (parking access & revenue control system) network. Excellent customer service support skills and communications are a must.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer Help Desk Support (Telephone Support, Video Conference, Remote Desktop Sessions). Careful planning and good decision-making will help to achieve our performance goal to provide consistently on-time, high quality, efficient, and effective support
• Provide second and third level technical services support for WPS PARCS system end-users; regional service partners and WPS factory-trained technicians
• Support customers and clients while they perform field repairs on parking access system and building access systems, software and/or hardware related
• Support customers and clients while they troubleshoot and correct problems on devices/equipment, down to board level, low voltage
• Correct/fixes; minor to complex software issues on parking/access systems
• Timely management of service and support calls locally and remotely within the ticket management system
• Assume ownership of support cases (“JOBs and TICKETs) and follow through until the JOB/TICKETS has been resolved or reassigned to another WPS technician
• Provide support to assist with installation, testing and commissioning of WPS PARCS at new site locations and to implement software upgrades and software patches at existing production PARCS locations
• Assist with system setup and software configuration of WPS ParkiD Software Solution
• Provide support and training on new systems to clients and parking operators in equipment operation, generating reports and basic programming of the WPS ParkiD Software
• Understand and troubleshoot the entire setup of a WPS network (LAN)
• Properly identifies all network devices on a LAN (router, modem, switch etc.)
• Works with upper-level support to setup/configure firewall, router, and other network devices
• Provides effective customer service, to internal and external customers
• If an inquiry cannot be immediately answered, the Specialist will be expected to use available material resources and/or consult with product experts to achieve resolution of the issues in a timely manner.
• Properly identify when higher level support is needed. Work closely with peers and support team to ensure customer expectations are met
• Effectively execute troubleshooting instructions from higher level support
• Properly maintain vehicle status and maintenance, as required
• Properly maintains his/her inventory levels
• Communicates effectively with service coordinator, advisors, and service management team
• Responsible for transactions for assigned work orders (WOs) in ERP system on a per WO basis (parts and labor), also to include maintenance checklist, as required by existing processes
• Other duties, as assigned

QUALIFICATIONS:

This is an experienced level position within the Service Department. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Preferred candidate would have background in systems with electronics, electromechanical, networking and software/firmware components
• Must be at least 18 years old, with a valid driver’s license; have and maintain a driving record clean of any major or numerous violations
• Must be able to drive to field / customer locations to performing field work
• Strong troubleshooting and diagnostics skills needed at system, equipment and component levels
• Working knowledge of Windows Server 2008/2012/2016, SQL, Windows OS 7, 10 and above, and network firewall configurations
• Must possess aptitude to learn new technologies
• Strong work ethic with the ability to work independently all while keeping others informed of your processes and progress via multiple avenues – including ERP System, email, and/or phone
• Demonstrate a solid foundation in Core Network Services such as DNC, DHCP, WINS, Citrix, Terminal Services, and TCP/IP along with a comprehensive understand of VPN/SSL-VPN, LAN, and WAN
• Proficiency in Microsoft Project, Excel, and PowerPoint
• Proficiency in Linux is a plus as well as Patch Management utilizing Windows Server Update Services (WSUS)
• Working knowledge of AC and DC Electrical Circuits and Relay Logic
• Must be able to complete WPS technical certified training courses – within 24 months; or has completed required certified courses in the technical career track. Specific product/equipment and software training supplied by WPS
• Good interpersonal skills for written & verbal communication with customers and co-workers

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED) or equivalent and two (2) years of training/experience in related field (network or systems administration) required, or equivalent combination of education and experience.

Familiarity with ERP software is advantageous. Proficiency in using a software-based ticketing management system is also beneficial. Possessing professional certifications is an added advantage.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Driver's License, in state of residence.

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. While performing the duties of this job, the employee is frequently required to drive motor vehicle; sit; stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop; kneel; crouch; or crawl; and talk; or hear. The employee must frequently lift and/or move more than fifty (50) pounds. Specific vision abilities required by this job include close vision, distance vision, and depth perception; standing for long periods of time; climbing ladders, stairs, ramps; handling and assembling small parts, use of a variety of tools and equipment such as power construction equipment, measuring devices, power tools, and testing equipment including oscilloscopes, ammeters, and computers/digital equipment.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and/or automobiles. The employee is occasionally exposed to wet and/or humid conditions; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; risk of electrical shock. The noise level in the work environment is usually moderate to occasionally loud.

TRAVEL:

There may be occasional travel outside of the employee’s regular region; this travel may be by airplane or vehicle and will be planned with as much advanced notice as possible.

SCHEDULE:

Monday through Friday – Available 8am – 5pm. Saturday and Sundays – Possible with advance notification.

The general hours of the position are Monday through Friday (8 a.m. to 5 p.m.); however, the expectation is that you be flexible to work as the needs of the business require. This may require occasional overtime; working on Saturday/weekends; and/or before or after the hours of 8 a.m. to 5 p.m.

Technicians are required to be on an on-call rotation for one week per month. The supervisor will give as much advance notice as possible and try to evenly distribute hours based on business needs among the employees with skills, knowledge and ability for the work that needs to be accomplished.

Job Types: Full-time, Permanent

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekends as needed

Work Location: In person