Help Desk Agent

About Federated Service Solutions

Founded in 2004, Federated Service Solutions is a dynamic and innovative technology company dedicated to helping businesses do business better. We are committed to fostering a collaborative and inclusive work environment where all employees can thrive and contribute to our shared success. We do this by creating a culture of accountability, aligning our strategies and policies with the company's goals, vision, and values, and exceeding customer expectations by putting the right people in the right seats. Join us and be a part of our exciting journey towards growth and excellence.

About the Help Desk Agent Role

The Help Desk Agent will support our customers and technicians in the field. If you have a passion for making things work in a fast-paced environment, this may be the job for you. You will be supporting a wide variety of tasks involved with vehicle telematics, including systems installed in cars, trucks, and fleet vehicles. Your work will often involve supporting technicians who perform vehicle wiring, hardware installations, and troubleshooting in automotive environments. You will work closely with project managers and resource deployment—no day will ever be the same. Help Desk Agents typically have experience with some or all of the following: networking equipment, tracking calls and emails, logging issues, supplying updates to project teams, writing technical documentation, creating manuals, wireless network design, CAD, and technician check-in/check-out processes.

Key Responsibilities

• Technician Check-in & Check-out
• Answering Calls and escalating where necessary
• Deliverable Review
• Database Updates
• Live Check-out
• Technician and Customer Support
• Manual Creation
• Network Design
• Heat Map Certifications
• Advanced Configuration
• Support for vehicle telematics systems and automotive-based installations
• Troubleshooting wiring, power, and connectivity issues related to in-vehicle devices

Who We Are Looking For

• High School Diploma
• BA in Computer Science preferred but not necessary.
• Certifications preferred (A+, Network +, BICSI.)
• 2+ years of help desk experience preferred or previous field technician experience—especially in automotive or vehicle installation environments
• Experience with vehicle telematics systems (GPS units, modems, cameras, sensors, etc.)
• Basic understanding of vehicle wiring, 12V systems, harnessing, and automotive connectivity preferred
• Basic understanding of networking
• Basic knowledge of computers and cabling
• Self-starter who loves to learn new things
• Well-spoken and friendly
• Strong attention to detail
• Availability for night or weekend work when needed, as shifts may vary

Our Benefits

• Paid Time Off
• Remote Position
• Focus on Culture and Employee Engagement: Emphasizing work-life balance.
• Competitive Compensation
• Medical/Dental/Vision Plans: Starting the first of the month following hire date.
• 401(k) + Company Match
• Profit Sharing
• Flexible Schedule
• Flexible Spending Account
• Life and Disability Insurance
• Employee Discounts, Employee Referral Bonuses

Key Skills/Competency

• Vehicle Telematics
• Technical Support
• Customer Service
• Networking Basics
• Troubleshooting
• Automotive Wiring
• Documentation
• Call Management
• Database Management
• Field Technician Support