Benchmark's Best: Joe Jones, Help Desk Advisor

​With a background like Joe Jones, Help Desk Advisor, we are happy to celebrate him as Benchmark's Best for November. Despite being new to Benchmark Technology Group, Joe has made positive impacts in his department and with our customers. His great attitude and extensive knowledge immediately made him an important part of the Benchmark team, and his fantastic attitude and customer service skills have earned him Benchmark's Best for November. 

What do you do in your job?
As a member of the Help Desk team, Joe provides solutions to customers in need of IT support. Taking support calls from banks, credit unions or other customers who utilize our Help Desk services is a large part of Joe's day. Joe may be new to Benchmark, but he is a well-versed detail-oriented advisor. He can assist in both hardware and software issues while putting customers at ease. Benchmark prioritizes customer service skills and prioritizes team players. Joe exemplifies Benchmark's core values with his expertise and people skills.
 
How long has Joe worked for Benchmark?
While some of Benchmark's Best have been staples at Benchmark for years, Joe has just recently joined the team! Joe has only been with Benchmark for 3 months! His experience, work ethic and interpersonal skills have already started to make an impact at Benchmark. His background is in engineering and accounting. He earned an Associate's degree in Electronic Engineering and a Bachelor of Science in Accounting with a minor in Mathematics. He even earned his MBA! Along with his impressive academic achievements, he has experience in bank security working for some of the top banks in the nation. His extensive and varied background made him the perfect candidate for Benchmark. He first started as a service technician, which seemed like the right fit coming from six years as an Assistant Technical Support Manager. Joe quickly caught Help Desk's eye with his clear communication skills and expert knowledge. Joe was swiftly moved to Help Desk where he could utilize both his communication and technical skills.
 
Success Story
Benchmark's Help Desk service focuses on two main areas for success: technical knowledge and customer satisfaction. By emphasizing both aspects of our Help Desk services results in devices and issues resolved more quickly and customers who feel heard and understood. Joe demonstrates both of these aspects when he performs his duties at the Help Desk. In one instance that Joe notes, he arrives at his desk in the morning and had a customer call first thing. There was a frustrated customer who was having trouble with her check scanner in an RDC program. She expressed that she did not want to go back to the bank to deposit her checks and wanted to be able to deposit them remotely. Joe wanted to help solve her check scanner issue as quickly as possible and help turn her morning around. Joe started with some troubleshooting basics but dove deeper to discover that her PC was blocking the connection to her scanner. Joe walked her through the PC issue, and she was then able to connect to her check scanner. With her issues resolved she was very thankful and appreciative. Joe’s in depth knowledge past initial troubleshooting helped resolve her issue and gave her a little peace during a frustrating morning.

​Hobbies outside of work?
If there is one thing you have to know about Joe, it’s his love for fresh fish! He has lived most of his life in the Gulf of Mexico in Mobile, Alabama. He enjoys visiting Mobile for fresh gulf seafood and family. He enjoys fishing and grilling out with family and friends.

Favorite Food?
Being a fan of the Gulf, Joe is all about some seafood. During his time in Mobile, he was used to fresh Gulf seafood weekly. He will even make the 6-hour drive back to Mobile for fresh Gulf seafood and of course to see friends and family. He also enjoys Italian food.

What are you watching these days?
Joe has been hooked on Netflix's latest original show, Away. Joe finds the engineering elements of this show fascinating and even has an observation on how we look out for our resources:  "The movie leaves you wondering about the simple things in life we sometimes take for granted—such as water. Something as simple as water became a determining factor between life or death for the crew." Hilary Swank stars in this story about a woman, Emma Green, who is an astronaut, and her husband, Josh Charles, a former astronaut now NASA engineer. The movie focuses on overcoming challenges they face while she’s on a journey to Mars. Having to decide on a life-long career dream and family, Emma and 4 other astronauts travel to Mars, and while on their expedition, they are faced with their greatest challenge yet.