Help Desk Associate

Career Summary

Databuoy Corporation is an IoT company in Vienna VA, that is revolutionizing the acoustic sensing industry with its innovative technology. As a tech leader in gunshot detection, acoustic sensing, and security applications the company provides advanced solutions that help improve public safety. With a focus on innovation and a highly motivated & talented team, Databuoy is constantly pushing the boundaries of what’s possible in this field and making a positive impact in the world. Databuoy is seeking an Event Associate for our Deployment Team. If you’re passionate about making a positive impact, obsessed with quality and want to work at a company at the forefront of sensor technology, Databuoy Corporation may be the perfect fit for you.

Duties and Responsibilities

This Help Desk Associate will encompass a broad swath of activities that include but not limited to:

Responsibilities:

• Responding to users’ inquiries regarding technical issues related to hardware, software, or network problems. Logging, categorizing, and prioritizing user requests and incidents in a ticketing system and notifying the Client Relations Director.
• Troubleshooting and resolving problems via phone, email, chat, or in person using manuals and scripts.
• Identifying the source of technical issues and providing effective solutions based on guide provided by the DevOps team.
• Assisting in setting up and configuring devices, software, and network connections if directed by the DevOps team.
• Ensuring timely resolution of incidents and escalating issues to higher-level technical support if needed.
• Under the guidance of the DevOps and technical teams creating or updating user manuals and FAQs to assist with common issues.
• Documenting routine maintenance on customers’ systems and ensuring software and hardware updates are completed and documented.
• Maintaining a high level of professionalism when communicating with users.
• Providing consistent updates to the Client Relations Director and customers regarding the status of their issues or requests.
• Documenting solutions to recurring problems to improve efficiency and future problem-solving and to minimize engineer hours that can be handled at the help desk.
• Updating knowledge bases, manuals, and troubleshooting guides to reflect new solutions IAW tech teams and DevOps.
• Monitoring the performance of systems and networks and addressing potential issues proactively, working with Front End and the Client Relations Director.
• Preparing reports on ticket status, common issues, and performance metrics for management review.

Minimum Qualifications

The following bullets are items that will help candidates stand out. No one will check all the following boxes. If you see yourself in even a few of these, please consider applying.

Required

• Strong attention to detail and organizational skills
• Professional verbal and written communication skills
• Work respectively and productively with diverse clients and vendors
• Be willing to work a flexible schedule with occasional nights and weekends. Travel less than 10% of the time.
• Proficient in Google Docs and MS Office software with a proven ability to quickly learn unfamiliar technology, both software and audiovisual equipment. This individual is expected to quickly become comfortable with Databuoy’s hardware, software and web applications.
• While the position will be primarily sedentary, it will on occasion require the ability to safely lift heavy bags, boxes, tables, and chairs as well as to move furniture.

Preferred

• 2+ years of experience in customer service or hospitality in a client-facing role.
• Degree in Communications, Business, Information Technology or Computer Programming.
• Ability to work with limited supervision in a team environment.
• Demonstrable ability to provide superior customer service to clients and users.
• Be flexible, patient, able to creatively solve problems, and have a good sense of humor.