connecTel, Inc.
Wireless Help Desk Specialist
8 days ago
Pittsburgh
Job Description Position Overview The Wireless Help Desk Specialist plays a vital role in ensuring seamless connectivity and technical support for users relying on wireless technologies. The individual in this position is the first point of contact for customers and employees experiencing issues with wireless devices, networks, or services. The role requires a blend of technical expertise, customer service skills, and a proactive approach to troubleshooting and problem resolution. Key Responsibilities • Respond promptly to help desk queries regarding wireless connectivity, device configuration, and network performance via phone, email, chat, or ticketing systems., • Diagnose and resolve technical issues related to Wi-Fi, cellular data, Bluetooth, and other wireless protocols., • Guide users through wireless device setup, configuration, and troubleshooting steps, ensuring clear communication at every stage., • Document support interactions, resolutions, and feedback using help desk software and knowledge base systems., • Escalate complex or unresolved issues to higher-level technical staff or network administrators, following established protocols., • Maintain up-to-date knowledge of wireless technologies, device models, operating systems, and security best practices., • Assist with the deployment and onboarding of new wireless hardware and software systems., • Participate in scheduled maintenance, upgrades, and testing of wireless networks and devices., • Educate users about best practices for wireless security and performance optimization., • Associate’s or Bachelor’s degree in Information Technology, Computer Science, Telecommunications, or a related field (or equivalent work experience)., • Previous experience in a technical support or help desk environment; wireless-specific experience strongly preferred., • Foundational knowledge of networking protocols, wireless standards (Wi-Fi, Bluetooth, cellular), and device configuration., • Familiarity with mobile operating systems (iOS, Android, Windows, etc.) and common wireless hardware (routers, access points, smartphones, tablets)., • Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical users., • Strong analytical and problem-solving abilities, capable of working independently and collaboratively., • Customer-oriented mindset with patience, empathy, and a commitment to delivering high-quality support., • Experience with enterprise wireless solutions and large-scale network deployments., • Knowledge of wireless security practices, encryption methods, and authentication protocols., • Basic understanding of ITIL principles and help desk/service desk workflows., • Certification in CompTIA Network+, CWNA (Certified Wireless Network Administrator), or similar credentials., • Predominantly office-based with options for remote support, depending on organizational needs. Our company is dedicated to providing innovative wireless solutions and outstanding technical support for clients across diverse industries. We value teamwork, inclusivity, and continuous improvement. Joining our help desk team means being part of a dynamic environment where your technical skills and customer service will directly impact the organization’s success. Application Process Interested candidates are invited to submit their resume and cover letter detailing relevant experience and motivation for joining our team. We look forward to empowering you to make a difference in the world of wireless technology. Company DescriptionWho is connecTel Our staff includes 33 sales, support, and engineering professionals solely focused on sourcing and supporting technology solutions for our customers. Our base of over 1300 customers deploy technology from a growing portfolio of over 300 of the top technology and telecom providers. We help our clients scope their requirements, identify the right partners to engage, manage the quoting and selection process, assist with contract negotiations, project manage the installation, and provide ongoing account management and support. How We Do It connecTel affiliates with multiple Technology Solution Providers (TSDs) and direct regional providers to source the right technology for our customer’s needs. With the support of the connecTel team and our extended provider ecosystem, our clients have access to literally 1000s of industry professionals and thought leaders. Through these established relationships and connecTel’s deep commitment to transparency and excellence in our engagements, we are trusted advisors to our clients for the procurement and support of their technology needs. Why Our Customers Love Us Our customers love that in many cases, there is no fee for our services. In our capacity as a technology facilitator, we are paid a commission by the provider when our customers purchase services from them. If you partner with connecTel to acquire a solution, we do the heavy lifting to ensure our customers secure the right technology at the right price. Our customers love that we provide a dedicated service delivery coordinator to oversee the implementation process with the chosen provider. If you are experiencing issues with your service, our customers love that they can engage connecTel to open and monitor trouble tickets with the provider. Our customers love that we stay actively engaged in their ongoing account management. connecTel account managers assist our customers with adding services or resolving billing questions. Our account managers proactively reach out near the expiration of your service term to determine if your current providers are still meeting your needs and recommend changes accordingly. Our customers love that connecTel offers fee-based services if needed. These include a network monitoring service, premise and cloud phone system installation and support, bill audits, MDM mobile device management, TEM telecom expense audits, RFP development, and more. Our customers love that they can get all of this all from one place. Wouldn’t you love to work with connecTel for your technology needs?Who is connecTel\r\nOur staff includes 33 sales, support, and engineering professionals solely focused on sourcing and supporting technology solutions for our customers. Our base of over 1300 customers deploy\r\ntechnology from a growing portfolio of over 300 of the top technology and telecom providers. We help our clients scope their requirements, identify the right partners to engage, manage the quoting and selection process, assist with contract negotiations, project manage the installation, and provide ongoing account\r\nmanagement and support.\r\n\r\nHow We Do It\r\nconnecTel affiliates with multiple Technology Solution Providers (TSDs) and direct regional providers to source the right technology for our customer’s needs. With the support of the connecTel team and our extended provider ecosystem, our clients have access to literally 1000s of industry professionals and thought leaders. Through these established relationships and connecTel’s deep commitment to transparency and excellence in our engagements, we are trusted advisors to our clients for the procurement and support of their technology needs.\r\n\r\nWhy Our Customers Love Us\r\nOur customers love that in many cases, there is no fee for our services. In our capacity as a technology facilitator, we are paid a commission by the provider when our customers purchase services from them. If you partner with connecTel to acquire a solution, we do the heavy lifting to ensure our customers secure the right technology at the right price. Our customers love that we provide a dedicated service delivery coordinator to oversee the implementation process with the chosen provider. If you are experiencing issues with your service, our customers love that they can engage connecTel to open and monitor trouble tickets with the provider. Our customers love that we stay actively engaged in their ongoing account management. connecTel account managers assist our customers with adding services or resolving billing questions. Our account managers proactively reach out near the expiration of your service term to determine if your current providers are still meeting your needs and recommend changes accordingly. Our customers love that connecTel offers fee-based services if needed. These include a network monitoring service, premise and cloud phone system installation and support, bill audits, MDM mobile device management, TEM telecom expense audits, RFP development, and more. Our customers love that they can get all of this all from one place. Wouldn’t you love to work with connecTel for your technology needs?