05 Jan
Help Desk Support Specialist - Media
North Carolina, Charlotte , 28201 Charlotte USA

Vacancy expired!

Spectrum Reach (www.spectrumreach.com) grows businesses of all sizes with custom, multiscreen advertising solutions, backed by the power of TV, data, innovation, community experts, and unforgettable creative.

JOB SUMMARYThe purpose of this position is to provide technical support to the employees of Spectrum Reach, employing a high degree of customer service, technical expertise and timeliness. The Help Desk Support Specialist will provide an advanced level of remote IT assistance for problem resolution, and escalate complex problems, where necessary, to higher tier personnel. This person will take ownership of an issue and follow through on resolution with end users and other pertinent Information Technology staff, and track support calls in the ReachMe Help Desk ticketing system. The candidate will adhere to established standards and procedures in resolving problems.

MAJOR DUTIES AND RESPONSIBILITIES
  • Responsible for receiving customer support requests from Charter employees and contractors worldwide in a fast-paced environment.
  • Leverage troubleshooting skills, documentation, and on-the-job training to document, resolve or escalate these support requests for the applications running at Spectrum Reach.
  • Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to hardware and software issues including email problems or features, network connectivity, personal computer problems, and application problems for the Spectrum Reach employee and contractor customer base.
  • Use the Corporate Help Desk ticketing system to document and route support cases, where necessary, to the appropriate group(s) who can assist in resolving the issue.
  • Interact regularly with various support groups and end-users at all levels.
  • Analyze problems and solve them creatively, be self-motivated and able to work with minimal supervision; demonstrate effective interpersonal and communication skills.
  • Develop a strong knowledge of products, features and services and how our customers use them.
  • Handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
  • Communicate status both orally and in written form effectively; must have solid teamworking skills in a fast-paced setting.
  • Take on projects and escalations outside of normal call taking responsibilities without affecting the team goals for responsiveness and resolution.
  • Identify inefficiencies and work with leadership to improve the overall functionality of the ReachMe Support Desk.

REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge
  • Must be willing to work in an environment requiring broad experience, adaptability, quick learning, excellent verbal and written communication skills, and excellent problem solving skills.
  • Triage, assign, and resolve support cases via phone and email
  • Background in Support Desk services
  • Strong background in customer support and logical troubleshooting
  • Ability to develop proficiency in ticketing software use and reporting
  • Proficient in MS Office suite.

EDUCATIONAssociate's degree (A. A.) or equivalent from two-year College or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience. Bachelor's degree (B.A.) from four year college or university, preferred.

RELATED WORK EXPERIENCE
  • IT helpdesk experience preferred
  • Experience troubleshooting Windows 7, 10, and Apple operating systems
  • MS Office Applications and hardware platforms
  • IT Industry certifications (MCSA, A+, Network+, etc.) preferred.
IPC120 298770 298770BR

Vacancy expired!


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