Do you enjoy solving technical problems for others and providing excellent customer service? As a Help Desk Specialist I at Spectrum, you will offer live remote support to employees, ensuring timely and accurate issue resolution while maintaining high service standards. By actively tracking support calls and collaborating with IT teams, you play a crucial role in keeping Spectrum’s operations running smoothly.
How You’ll Make an Impact
- Receive customer support requests via phone and email from employees and contractors worldwide in a fast-paced environment; expect a case load of approximately 30-40 cases per day
- Leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate support requests for the applications running across the enterprise within the given timeframe
- Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for employees and contractor customer base
- Use the IT ticketing system to document and route support case to the various appropriate support group(s) who can assist in resolving the issue while regularly interacting with end-users at all levels
- Must develop a strong knowledge of products, features and services and how our customers use them to analyze problems and solve them creatively. Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk
- Meet primary and secondary metric guidelines
- Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates
Working Conditions
- Office environment
- 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
What You’ll Bring to Spectrum
Required Qualifications
Education
- Associate's degree or equivalent from two-year college or technical school or equivalent combination of education and experience
Experience
- 0-1 years of IT help desk experience required
- 0-1 years of experience troubleshooting Windows operating system
- 0-1 years of Microsoft 365 applications and hardware platforms experience
Skills
- Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time
- Ability to effectively communicate status orally and in written form to use professional concepts
- Ability to manage time effectively to be punctual and logged into system at designated start of shift
- Basic knowledge of ticketing system support concepts and best practices. Basic knowledge of network connection and password troubleshooting
- Effective problem-solving skills
- Demonstrated in-depth background in customer support and logical troubleshooting
- Demonstrated effective interpersonal and communication skills
- Effective team working skills in a fast-paced setting
- Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained
- Ability to develop proficiency in Helpdesk ticketing application use and reporting
- Be self-motivated and able to work with minimal supervision
- Proficient in Microsoft Office suite
Preferred Qualifications
Education
- Bachelor’s degree from four-year college or university
Experience
- IT Industry certifications (MCSA, A+, Network+, etc.)
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pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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 by our Spectrum products and services, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S.
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