Helpdesk Support Specialist - Media

Full Time United States - Texas - Dallas Posted 05/04/2021 Areas of interest: Information Technology, IT Services/Support, Operations Support Requisition Number: 281079BR IPC120
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 SUMMARY
Provide live phone support to the employees of Spectrum Reach, employing a high degree of customer service, technical expertise and timeliness. Provide intermediate to advanced level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. With minimal supervision, 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. Adhere to established standards and procedures in resolving problems.

MAJOR DUTIES AND RESPONSIBILITIES
  • Actively and consistently supports all efforts to simplify and enhance the customer experience
  • Receive customer support requests via phone and email from Spectrum Reach employees and contractors worldwide in a fast paced environment.
  • Leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate support requests for the applications running across the enterprise.
  • Use intermediate to advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the Company employee and contractor customer base.
  • Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
  • Regular interaction with various support groups and end-users at all levels.
  • Analyze problems and solve them creatively.
  • Develop a strong knowledge of products, features and services and how our customers use them.
  • Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
  • Ability to effectively communicate status orally and in written form.
  • Assist with projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates.
  • Identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
REQUIRED QUALIFICATIONS
  • Excellent problem solving skills.
  • Strong background in Support Desk services
  • Strong background in customer support and logical troubleshooting
  • Ability to develop proficiency in Remedy application use and reporting
  • Demonstrate effective interpersonal and communication skills
  • Solid team working skills in a fast paced setting
  • Self-motivated and able to work with minimal supervision
  • Proficient in MS Office suite

Education and Experience:
  • Associate's degree (A. A.) or equivalent from two-year College or technical school; or equivalent combination of education and experience.

Related Work Experience
  • IT helpdesk experience
  • Experience troubleshooting Windows 7 & 10 operating systems
  • MS Office Applications and hardware platforms

Education
Bachelor’s degree (B.A.) from four year college or university

WORKING CONDITIONS
Office environment



The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.


The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

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