Help Desk Services Assistant

This is your opportunity to work for an Employer of Choice and play an integral role in our employee workplace culture. Cedar Falls Utilities is currently recruiting for a part-time Help Desk Services Assistant to join our Customer Service & Business Development department. This position is responsible for providing courteous, accurate and efficient technical customer service support to CFU subscribers of commercial and residential communication products as well as wholesale Internet service providers.

CFU takes pride in finding people that align with our core values of Customer Focus, Ethical & Responsible Behavior, Employee Teamwork and Personal Growth, and Innovation and actively want to help maintain our reputation of being a trusted provider of utility services. The Help Desk Services Assistant works under general supervision of the Communication Sales Manager.  

Interested applicants should submit completed applications by Sunday, June 22, 2025 at 11:59 PM.

Once your application has been completed, you will receive an email acknowledging the submission has been successfully completed. After the posting comes down, the hiring team will review all applications, and you will be notified either way if you are selected for further steps in the hiring process. Please ensure all contact information is kept up to date.

Compensation & Schedule:

• Part-time, Non-Exempt Hourly position.
• Starting wage is based upon individual qualifications. $21.36/hour - $29.30/hour.
• 20-30 hours/week. Candidates must be willing to work nights, weekends and holidays on a rotational basis.
• Help Desk is open 7am - 11pm Monday - Friday & 8am - 11pm Saturday & Sunday. 

• Assists and troubleshoots TV, Internet, phone and email issues for residential and commercial customers via phone, email, remote support software and in-person.
  

• Stays current on new technological advancements by researching technical references, conferring with peers and engineers, or conducting hands-on diagnostics with equipment.
  
  

   

• Documents call details of subscriber support interactions, problems and remedial actions taken.
  
  

   

• Provides support for the Communications Technicians out in the field.
  
  

   

• Maintains a positive work atmosphere by acting and communicating in a manner that promotes positive relations with customers, co-workers and management.

Education:

• High School diploma or equivalent.

Experience:

• One year of customer service or help desk experience or equivalent preferred.

Knowledge, Skills and Abilities:

• Knowledge of: the operation and setup of personal computers, operating systems, computer hardware, Internet technology, network protocols, new software releases and updates, firewalls, ONTs, antivirus software, routers and switches.
  
  

• Skills:
  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
  • Speaking: Talking to others to convey information effectively
  • Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Active Learning: Understanding the implications of new information for both current and future problem solving and decision-making
  • Systems Analysis: Determining how a system should work and how changes in conditions, operations and environment will affect outcomes
  • Instructing: Teaching others how to solve problems by walking them through step-by-step
  • Service Orientation: Actively looking for ways to help people
    
    

• Ability to: listen and understand information presented through spoken words or in written form; communicate information and ideas clearly so others will understand; provide excellent customer service; effectively manage stress, carry out work assignments as instructed; utilize computer databases and software; maintain accurate records; establish and maintain cooperative work relationships with those contacted in the course of work.

Physical Tasks and Environmental Conditions:

• Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds) and perform other similar actions during the course of the workday. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.

Pre-employment drug screen and physical is required.