Department: Customer Support

Reports to: Customer Support Manager

Position: Full-time, Part-time, Non-exempt

Locations: Bluefield, WV & Rich Creek, VA

Pay:  Depending upon experience and qualifications

Benefits include:

  • Medical Insurance
  • Holiday & Vacation Pay
  • Employee Discounts


GigaBeam Networks is looking for a ISP Help Desk Technician. Successful candidate will provide technical support to our end users / customers.

General Job Description:

Responsible to provide excellent support to end users. This is a customer-orientated position that requires information retention skills and a high level of motivation to learn. The primary role of this position is to manage incoming calls, emails, and tickets. Provide support by detailing ticket information, managing follow-up calls, troubleshooting service issues, and communicating with all team members. It is the responsibility of this roll to work tickets/calls received and handle all communications in an efficient manor to ensure the clients satisfaction is met. 

Core Responsibilities:

  • Answering calls related to consumer network issues and collect a complete description of the problem.
  • Ticket Management (Open, Provide Detailed and Complete Ticket Information, Track, Update, Route, Close)
  • Perform basic troubleshooting methodology with the end user based on training and on scripted flow-trees.
  • Take ownership of user problems and follow up on the status of problems on behalf of the user with ISP and communicate progress in a timely manner.

Skill Requirements:

  • Knowledge of Windows OS and MS applications.
  • Documentation Skills, Telephone Skills, Reporting Skills and Active Listening Skills.
  • Excellent communication skills – written and oral.
  • Self-starter/self-motivated.
  • Basic ISP and networking knowledge – Devices and Principles.
  • Strong organizational, multi-tasking, detail-oriented, and time management skills.
  • Strong team work skills.
  • Ability to maintain a high level of professionalism.

Skills Preferred:

Knowledge of Internet Routing and protocols

Additional Requirements:

Completed HS Diploma or equivalent.

Required to complete and pass background check with employment verification

Physical Requirements & Working Conditions

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. Reasonable accommodations that do not cause an undue hardship on the company may be made to enable individuals with disabilities to perform this job, as long as that would not hinder or prevent performance of duties, or be a safety concern.

Key to show % of time requirements necessary to perform essential functions of this job:
0%= Zero (O) 1-35%= Little (L) 36-70%= Moderate (M) 71-100%= Great (G)

Physical Requirements: Heavy: Lifting 25+ lbs.
O- Bending/Stooping
O- Reaching above/below waist
O- Pushing/pulling movements
O- Climbing stairs/ladders
M- Standing
M- Sitting
L- Walking
O- Kneeling
O- Lifting
O- Taste/smell
M- Keyboard
L- Color/Depth Perception
M- Fine hand & finger movements
O- Operate motor vehicle
O- Operate various Equipment

SUCCEEDING AT GigaBeam Networks

At GigaBeam Networks, we truly believe in building leaders within all levels of the company. It is our goal for all of our employees to be successful. We have implemented training programs, refreshers, one-on-one meetings, periodic evaluations and Key Performance Indicators (KPIs) which all combine to help us help you become a better leader.

DISCLAIMER: We are an Equal Opportunity Employer for any employee or applicant, irrespective of race, color, religion, sex, age, marital status, sexual orientation, gender identity, genetic information, national origin, veteran status, disability or any other legally protected characteristic. All employees must be authorized to work in the United States. We are a drug-free work environment. Employment with the Company is contingent on the successful completion of a drug test, reference check, and MVR check.

The idea of connecting others started when family and neighbors didn’t have quality Internet access. After a lot of research, a few maxed credit cards, and hard work, GigaBeam Networks was born. GigaBeam Networks thrives by bridging the gap in rural America with high-speed Internet. Headquartered in Rich Creek, Virginia, our creative rockstar team is known for problem solving and spot-on customer service. With an ever-growing squad, you can find us across southwestern Virginia and Southern West Virginia.

To apply for this position, fill out the form below and attach your resume (pdf format please). You can also email us or stop by one of our office locations.

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