IT Help Desk Technician

Job Description

Job Description

Eagle, Vyve and Northland are leading broadband Internet providers serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming

Help Desk Technician Job Purpose :

Works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems and requests. Responsible for answering IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms.

Help Desk Technician Job Duties :

Build and install PCs, wireless networks, and peripheral devices (such as printers, scanners, mobile / smart phones) related to desktop infrastructure, in accordance with department standards

Provides advice and guidance to colleagues regarding incidents

Maintain installed PCs, networks, and peripherals with routine maintenance

Identify, log and resolve technical problems with software applications or network systems

Identify potential changes and system improvements to present to senior team leaders for consideration and implementation

Ensure that work is carried out within agreed service levels and in accordance with department guidelines

Create, maintain, and distribute reports of progress to senior leadership

Migrating workstations from Windows 10 to Windows 11 or higher platform

Maintain client databases with up-to-date solutions and clear record of activities

Explain and document technical issues in a clear way to clients

Use call and ticket logging system to accurately record requests

Help Desk Technician Skills and Qualifications :

Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients

Good Language and Communications Skills

Problem-Solving

Relevant Certifications such as CompTia A+, CCENT, MS-102, MS 365 Certified Fundamentals

Good Understanding of Computer Support and Troubleshooting

Knowledge of Windows 10 and Windows 11

Windows Server products and / or Apple Operating Systems

Ability to Work in a Team

Ability to Prioritize Projects, familiarity with the Troubleshooting Methodology

Ability to Maintain and / or update Asset management tools and processes

Familiarity with Remote Management and Mobile Device Management Systems (MDM)

Preferred Qualifications :

Enterprise IT experience

Call center IT experience

ITIL Training / certification

Computer repair and networking classes

Ability to self-manage

WE PROUDLY OFFER :

• A friendly and fun work environment
• Communication and training
• Great benefits package
• A culture that encourages growth

Vyve Broadband is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, handicap, disability, marital status, veteran status, reserve or National Guard status, or any other status protected by applicable law.

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