Careers

We are currently seeking qualified candidates for the position of Customer Support Representative (CSR) reporting from our Valley City, ND office location.

As a vital member of our front-line support team, the CSR plays a key role in resolving technical issues, strengthening customer relationships, and supporting long-term satisfaction and retention. This position is ideal for a highly motivated individual who thrives on problem-solving, delivering proactive service, and creating positive experiences that build trust in BEK’s services.

The CSR provides timely training, technical support, and service guidance to both customers and BEK employees. Responsibilities include responding to trouble calls, accurately managing service orders and installations, and working closely with cross-functional teams—such as Provisioning, Engineering, Sales, and vendors—to ensure services are functioning correctly and customer needs are met. Through every interaction, the CSR contributes to a consistent, high-quality customer experience that drives loyalty and long-term satisfaction and retention.

Operational Duties

• Accurately handle, maintain, and follow through on service orders, installations, and trouble tickets.
• Support customer account administration and ongoing service needs. Understand and provide clear, confident troubleshooting for software, hardware, networking, and equipment issues.
• Proactively identify opportunities to enhance the customer experience and reduce churn through thoughtful support, service education, and solution-focused conversations.
• Identify customer pain points and recurring issues, helping to reduce churn by addressing concerns early and effectively.
• Promote relevant BEK products and services that may enhance the customer’s experience or better meet their evolving needs.
• Diagnoses and troubleshoot technical issues related to networks, phones, routers, and software applications.
• Contribute to a positive team environment that encourages innovation, accountability, and continuous improvement.
• Deliver product and service training to internal teams and customers to increase engagement, satisfaction, and retention.
• Demonstrate tact and diplomacy with colleagues at every level, and customers with varying degrees of technical understanding, to educate, assist and resolve all manner of technical, product, and service issues.
• Other duties as required or assigned by company management.

What You Need for This Position

• Associate degree or equivalent in a computer-related or technical certification, OR three (3) years of relevant customer call center work experience; OR a combination of education and experience that encompasses all aspects of this position.
• Strong interpersonal skills to handle sensitive and confidential situations. Our ideal candidate is personable, positive, professional, upbeat, and energetic.
• Proven ability to communicate with clarity, compassion, and professionalism, especially when dealing with complex or technical topics.
• We work in a fast-paced, ever-changing environment; a demonstrated ability to juggle multiple, competing for tasks and demands with strict attention to detail is a must.
• Resourceful, roll up the sleeves attitude. The successful candidate must take the initiative to resolve problems, seek answers independently, and enthusiastically persist until goals are achieved.
• Actively participate in a team environment that fosters forward-thinking, innovation, and creativity to meet the Company’s needs today and in the future.
• Be highly organized, detail-oriented, and resolute regarding accuracy.
• Demonstrate tact and diplomacy with colleagues at every level, and customers with varying degrees of technical understanding, to educate, assist and resolve all manner of technical, product, and service issues.

Position Purpose

The Desktop Support & Network Support Technician provides day-to-day technical support for BEK employees, company computing systems, and telecommunications network operations. This position serves as an important technical resource across departments, helping ensure employees have reliable access to the systems, equipment, applications, and connectivity needed to perform their work effectively.

Primary Responsibilities

Desktop & Employee Technology Support

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, printers, mobile devices, software, peripherals, and other employee technology.
• Install, configure, maintain, troubleshoot, and replace Windows workstations and associated endpoint hardware.
• Diagnose and resolve LAN, Wi-Fi, connectivity, DNS, DHCP, VPN, and other employee network-access issues.
• Install, configure, and maintain approved business applications and software.
• Assist with user accounts, access permissions, Microsoft 365, Active Directory/Entra ID, and related employee technology services.
• Maintain software licensing and subscription information as assigned.
• Support employee onboarding, workstation setup, equipment changes, office moves, and technology-related offboarding activities.
• Maintain accurate documentation of equipment, incidents, resolutions, configurations, and technical procedures.

Internal & Interdepartmental Support

• Serve as a responsive technical resource for employees and departments throughout BEK.
• Work collaboratively across departments to understand technology needs, troubleshoot issues, and identify practical solutions.
• Coordinate with Network Operations, Engineering, Customer Service, Enterprise Services, and other teams when issues involve multiple systems or areas of responsibility.
• Communicate technical issues and resolutions in a clear and professional manner appropriate for both technical and non-technical employees.
• Assist in identifying recurring issues and opportunities to improve reliability, consistency, documentation, and employee support processes.
• Help ensure technology standards and support practices are applied consistently across BEK locations and departments.

Security, Updates & Endpoint Maintenance

• Work in coordination with BEK’s security and technical teams to help ensure company workstations and supported devices remain appropriately updated and maintained.
• Assist with the deployment and verification of operating system updates, software patches, security updates, endpoint protection, and other required configurations.
• Identify and escalate potential security concerns, unusual system behavior, vulnerabilities, or unsupported technology in accordance with established procedures.
• Support implementation of security-related changes and technology standards as directed by the appropriate security or technical teams.
• Follow company security, access-control, password, data-protection, and technology-use requirements.

Network & Telecommunications Support

• Monitor, troubleshoot, and support broadband and telecommunications network infrastructure as assigned.
• Assist with configuration and troubleshooting of routers, switches, VLANs, TCP/IP networks, fiber-access equipment, and subscriber connectivity.
• Support Calix platforms and equipment, including subscriber provisioning, service troubleshooting, ONTrelated connectivity, and access-network support.
• Support Metaswitch voice services, including subscriber provisioning, VoIP/SIP troubleshooting, calling features, and service-related issues.
• Work with NISC systems to support subscriber records, service orders, provisioning workflows, and coordination between billing/customer information systems and network services.
• Assist Network Operations, Customer Service, and other support teams with escalated broadband, voice, network, and provisioning trouble tickets.
• Participate in network maintenance, upgrades, system testing, service restoration, and outage response as assigned.
• Assist with after-hours or on-call technical support when required.

General Expectations

• Provide professional, responsive, and service-oriented technical support to BEK employees and internal departments.
• Take ownership of assigned issues through resolution or appropriate escalation.
• Maintain accurate and timely documentation of work performed, system changes, and known technical issues.
• Follow established technical, cybersecurity, change-management, and company procedures.
• Communicate effectively with employees, vendors, customers, and other technical personnel.
• Prioritize multiple support needs while maintaining appropriate urgency and attention to detail.
• Collaborate effectively while also being capable of independently troubleshooting and resolving technical issues.
• Continually develop knowledge of BEK systems, telecommunications technologies, applications, and support processes.

Key Measures of Success

• Timely and effective resolution of employee technology issues.
• Reliable and consistent support across BEK departments and locations.
• Accurate documentation and appropriate escalation of technical issues.
• Effective coordination with Network Operations, Engineering, Security, Customer Service, and other departments.
• Consistent application of workstation updates, software patches, and required technology standards.
• Reduced recurrence of preventable technical issues through effective troubleshooting and documentation.
• Reliable support of BEK’s broadband, voice, and telecommunications systems.
• Professional communication and a strong internal service mindset.

Qualifications

• Two or more years of experience in desktop support, network support, telecommunications, ISP operations, or a related technical environment preferred.
• Working knowledge of Microsoft Windows, Microsoft 365, Active Directory/Entra ID, and common business applications.
• Working knowledge of TCP/IP, DHCP, DNS, VLANs, routing, switching, Wi-Fi, VPN, VoIP/SIP, and broadband technologies.
• Experience troubleshooting computer hardware, software, peripherals, and network-connectivity issues.
• Strong troubleshooting, documentation, communication, and customer-service skills.
• Ability to prioritize multiple technical issues and work independently as well as collaboratively.
• Ability to communicate technical concepts effectively with employees having varying levels of technical experience.
• Valid driver’s license and ability to travel between company facilities or network sites when required.

Preferred Qualifications

• Experience within a telecommunications company, broadband provider, cooperative, ISP, or similar technical environment.
• Experience with Calix platforms and equipment.
• Experience with Metaswitch or similar voice/VoIP platforms.
• Experience with NISC or similar telecommunications billing, customer-information, or provisioning systems.
• Familiarity with endpoint management, patch management, cybersecurity tools, and common enterprise IT support practices.

Core Competencies

• Technical troubleshooting and problem solving
• Customer and employee service
• Communication and collaboration
• Accountability and ownership
• Attention to detail
• Documentation and organization
• Adaptability and willingness to learn
• Interdepartmental teamwork
• Security awareness
• Reliability and professionalism

Work Environment and Physical Demands

This position works primarily in an office and technical-support environment but may require travel to other BEK facilities, network locations, or work areas. The position may require lifting, moving, installing, or replacing computers, monitors, network equipment, and related technology.

Occasional work outside normal business hours may be required for system maintenance, network activities, outages, upgrades, or other operational needs.