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Posted: Monday, May 1, 2017 7:26 PM

Client Reference Code: 194457 Company Overview: Charter Communications is America s fastest growing TV, internet and voice company. We re committed to integrating the highest quality service with superior entertainment and communications products. Charteris at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter s business strategy and it s the philosophy that guides our 90,000 employees. Position Summary: The purpose of the Assoc. Help Desk Support Analyst position is to provide live phone support to the employees of Charter Communications, employing a high degree of customer service, technical expertise and timeliness. They provide an advance level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. They take ownership of an issue and follow through on a resolution with end users and other pertinent information technology staff. Tracks support calls in the Help Desk ticketing system. The candidate will adhere to established standards and procedures in resolving problems. Essential Job Functions: Responsible for receiving customer support requests via phone and email from Charter employees and contractors located in the United States in a fast paced environment; Will leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests. Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the Charter employee and contractor customer base. Use ServiceNow to document and route support case to the appropriate group(s) who can assist in resolving the issue. Expect a case load of approximately 50-60 cases per day. The candidate will possess outstanding verbal and written communication skills. This position will require regular interaction with various support groups and end-users at all levels. The candidate will have a strong commitment and demonstrated history of outstanding customer service skills. This candidate will be required to leverage strong MS Office productivity skills to create documentation and reports. Must be able to analyze problems and solve them creatively, be self-motivated and able to work with minimal supervision; must demonstrate effective interpersonal and communication skills. Must develop a strong knowledge of products, features and services and how our customers use them. Needs the ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time; Needs the ability to communicate status both orally and in written form effectively; must have solid team working skills in a fast paced setting. Must be able to work flexible schedule from 07:00 am to 10:00 pm any day of the week in 8 hour shifts and periodic weekends. Job Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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. In addition, candidate will need the following minimum qualifications: Triage, assign, and resolve support cases via phone and email; Strong background in Support Desk services; Strong background in customer support and logical troubleshooting; Ability to develop proficiency in the ServiceDesk ticketing application use and reporting; Proficient in MS Office suite. Must be able to work flexible schedule from 07:00 am to 10:00 pm any day of the week in 8 hour shifts and periodic weekends Preferred Qualifications: Bachelor s degree (BA) from four year college or university; or one to two years related experience and/or training; or equivalent combination of education or experience. Minimum of two to four years of IT helpdesk experience required. Minimum of two year experience troubleshooting Windows XP and 7 operating systems, MS Office Applications and hardware platforms with a good problem resolution track record. IT Industry certifications (MCSA, A+, Network+, etc.) preferred. Education and Experience: Associate'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. Travel Requirements: No EOE Race/Sex/Vet/Disability Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: Charter is committed to diversity, and values the ways in which we are different. Job Code : TWCIT0021 Help Desk Supp Analyst - Assoc Nonexempt 194457BR


• Location: Columbia/Jeff City, Mexico

• Post ID: 25272623 columbiamo is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017