IT Support Specialist I
Let’s go create
Are you ready to provide top-notch IT support for enduser technology and software by identifying, researching, and resolving technical issues? As an IT Support Specialist at Spectrum, you will manage support tickets, phone calls, direct messages, and emails, using excellent communication skills and IT best practices. You will prioritize and resolve tickets within established Service Level Agreements (SLAs) while providing excellent customer service in every interaction.
How You’ll Make an Impact
Actively and consistently support all efforts to simplify and enhance the customer experience.
Perform general technical support, maintenance, and troubleshooting of desktop/laptop systems hardware and software, Point of Sale (POS), local telephony, printers, scanners, video conferencing, tablets, mobile devices, and other technologies as defined and required.
Investigate system issues and provide solutions using specific product knowledge, management tools and established methods and procedures. Document solutions and maintain support ticket information and transactions as required and within established SLA.
Resolve basic level hardware and software problems, consistently utilize remote assistance methods to solve problems, and document and manage tickets as support load dictates and within defined SLA.
Participate in desktop, peripheral, and other technology moves, support office and other facility moves and changes as defined and required.
Maintain accurate hardware inventory and software compliance of locally supported systems.
Collaborate with peers in support of daily workload and tasks while sometimes requiring assistance to overcome roadblocks
Complete assigned project tasks of low to medium complexity resulting in successful, on time, high quality outcomes.
Partner with End User Computing and application owners to refine desktop configurations. Plan, test, and implement new or revised desktop solutions.
Seek feedback on quality of work and rarely need the same feedback.
Document and provide stakeholders, peers, and leadership a clear explanation of work performed.
Build and maintain positive and professional relations with all customers, colleagues, and leadership.
Actively and continually work to expand business knowledge and refine technical skills.
Reference and adhere to Charter’s Code of Conduct, Employee Handbook, department policies, and legal, regulatory, process, and security requirements of the organization.
Perform other duties as assigned.
What You’ll Bring to Spectrum
Required Qualifications
- Previous experience with installing, repairing, and troubleshooting computer hardware and software.
- Good communication skills and the ability to work with end users in both in-person and remote support scenarios with a professional and customer-oriented demeanor
- Keen attention to detail and efficient time management.
- Ability to work with small components and wiring.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical manuals and procedures.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and peers.
- Ability to write reports, business correspondence, and procedure manuals.
- Valid driver’s license and good driving record is required.
Working Knowledge of:
- Desktop and Laptop hardware, Tablets and Mobile Devices (Windows, Android, & iOS), Microsoft Windows Operating System, Apple MacOS, Microsoft 365 Office applications/OneDrive, Workgroup and Multi-Function Printers, IP Phones/VoIP, LAN cabling, Website and email use, Webex, LogMeIn Technician Concole, Sharepoint, Active Directory, Bitlocker encryption, general ticketing system and Configuration Management Database (CMDB) concepts and use, MECM, Casper JAMf.
Education
- Associate’s degree
- College technical school degree or equivalent work experience is required
- Minimum A+ or Net+ or one higher technical certification may be accepted in lieu of direct experience.
Experience
- IT/Desktop Support experience – Up to 1 Year
Skills
- Other related technical certifications (Microsoft 365, Google IT Support Professional, ITIL, CCNA)
Related Work Experience and Number of Years
- Telecommunications or Cable industry experience a plus
Working Conditions
- Office environment
- Operation of a company pool vehicle
- Travel required to surrounding and remote area locations as needed
Physical Requirements
- Ability to lift up to 50 lbs.
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
- Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas
- Learning Culture: With a dedicated focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career
- Total Rewards: See all the ways we invest in you—at work and in life
#LI-TM2
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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
