What we do:

US Signal is a leading data center services provider, offering secure, reliable network, cloud hosting, colocation, data protection, and disaster recovery services — all powered by its expansive, robust fiber network. US Signal also helps customers optimize their IT resources through the provision of managed services and professional services.

We are seeking an Associate Support Agent to join our team in our Waukee, IA data center. This role is performed on-site. This is an 8-hour day shift position Monday through Friday.

This role is part of the Technical Operations Center team and is primarily responsible for managing the front desk operations within the Data Center. Key responsibilities include welcoming and assisting visitors, escorting clients to designated areas, and receiving and processing shipments. This is an entry-level position ideal for individuals interested in gaining foundational experience in help desk and technical support operations. The role offers significant growth potential, with opportunities for advancement into more technical support positions.

• Front Desk Operations: Greet and assist customers and manage incoming deliveries at the data center.
• Customer Support & Escalation: Triage customer requests, provide basic support, and escalate issues as needed while maintaining service level agreements (SLAs).
• Access Management: Escort vendors and customers throughout the facility and provide remote hands support, as required.
• Facility Oversight: Conduct regular walkthroughs to ensure security, perform preventative maintenance tasks per MOPs, and support special projects as assigned.
• Cross-Team Collaboration: coordinate with internal teams in support of customer operations.

What you bring to the team:

• Previous IT Experience
• Experience in customer-facing role
• Ability to effectively communicate technical concepts to both technical and non-technical audiences
• Strong customer service skills with excellent interpersonal and telephone etiquette.
• Basic knowledge of relevant industry technologies including fiber, operating systems, data center operations, networking, and cloud services.
• Simplify: Problem Solving, Strategic Thinking
• Stay Curious: Learning Agility, Innovation, Open-Mindedness
• Be Kind: Collaboration, Empathy, Interpersonal Skills

Education:

• HS Diploma or GED

Required License(s)/Certification(s):

• Must be able to achieve CJIS certification within introductory period of employment.

What We Offer:

In return for your hard work and commitment, you will enjoy a supportive and inclusive workplace, along with the following benefits:

• Generous paid time off policy, including vacation and 10 paid holidays
• Competitive and comprehensive medical, dental, and vision benefits plans with Flexible Spending benefits including medical/dental expenses and dependent care
• 401(k) retirement plan with a generous contribution
• Group Term Life Insurance covered 100% by employer
• Wellness Incentive to promote overall employee well-being
• Paid volunteer time
• Business casual dress code

Working Conditions and Physical Demands:

This position may be performed in either a standard office setting or a home office environment. It requires prolonged periods of sitting, frequent use of a computer and other office equipment, and effective time management in a self-directed work environment. Occasional lifting of items up to 25 pounds may be required.

All US Signal employees will comply with US Signal Information Security policies to ensure the confidentiality, integrity, and availability of US Signal and customer data. All employees are responsible to ensure actions comply with state and federal regulations and requirements.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.

US Signal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.