SPECTRUM Hiring for Freelance Help Desk Support Specialist – Spectrum News 1 SoCal Job at El Segundo, CA Full Time

Spectrum Networks is looking for enthusiastic, talented and driven individuals to join the best and brightest in gathering, producing and delivering stories that make a difference within a 24-hour breaking news environment! Our commitment is to engage viewers with relevant, timely news that’s important to the local communities we serve.

Who we are: Spectrum Networks is a series of 27 hyper-local news and 9 regional sports networks owned and operated by Charter Communications, Inc. Spectrum Networks seeks to provide the most essential local news and information, cultivating relevant and thoughtful conversations that foster informed and engaged communities.

The Environment: Spectrum News is a 24-hour breaking news network which requires employees who are flexible and available to work various shift, including early morning, late evenings,

weekends and holidays.

Being on our team means … You’re ready to inspire and be inspired! You’re passionate, creative and highly technical, driven to flourish in a competitive, fast-paced environment. You’re fiercely accurate, with a desire to leverage your knowledge, skills and abilities to share news stories to viewers in our local communities. You’re nimble, having the ability to pivot in an ever-changing workflow. You are a team player with a positive attitude and strong interpersonal skills. You have the ability to multi-task, meet tight deadlines and remain calm under pressure.

What we’re looking for: The Freelance Help Desk Support Specialist will 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.

MAJOR DUTIES AND RESPONSIBILITIES

• Responsible for receiving customer support requests via phone and email from Charter employees and contractors worldwide in a fast paced environment.
• Will leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the eighty plus applications running in the Corporate Data Center.
• 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 Spectrum 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.
• Expect a case load of approximately 80-100 cases per day.
• This position will require regular interaction with various support groups and end-users at all levels.
• 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.
• The position requests the ability to take on projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates.
• The agent will be expected to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.

Qualifications:
Skills/Abilities and Knowledge

• Strong background in Support Desk services
• Strong background in customer support and logical troubleshooting
• Ability to develop proficiency in Remedy application use and reporting
• Proficient in MS Office suite.
• Must be able to work flexible schedule from 05:00 am to 11:59 pm any day of the week in 8 to 10 hour shifts.

Education & 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. Bachelor’s degree (B.A.) from four year college or university, preferred.
• 4 years of IT helpdesk experience required
• 4-6 years of experience troubleshooting Windows XP and 7 operating systems
• 4 years of experience in MS Office Applications and hardware platforms
• IT Industry certifications (MCSA, A+, Network+, etc.) preferred.

Our Culture: Every employee is an influencer and culture keeper. We expect respectful communication (despite pressure), openness to feedback, an eagerness to learn, and an overall positive attitude! Roles may require the following:

• Overtime may be required to meet deadlines
• Varying schedule due to, breaking news and/or daily news coverage requirements
• Provide 24×7, 365 days per year, on-call support. May entail phone or physical presence at the facility for equipment failure or other disasters. This includes, but is not limited to equipment and power failures, loss of contracted services, storms or severe weather, and schedule conflicts

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