What are the responsibilities and job description for the Help Desk Coordinator I position at Shentel?
Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit www.shentel.com.
Job Summary:
Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported.
Job Responsibilities:
• Basic professional concepts, Tier I personnel respond to requests received through email, web sites, via phone, walkup or chat. Support for basic user issues, solving problems and fulfilling service desk request that need IT involvement. If no solution is available, Tier I personnel escalate incidents to tier II. Following standard practice, normally receives detailed instructions on all work, requires no previous experience.
• Incident Management
• Respond to Incident Tickets of unplanned events based on ITIL concepts
• Track (Who, What, When, Where, Why & How)
• Adhere to KPI/SLAs set forth by management
• Triage (Work or Move) using knowledgebase articles
• PC Application Management
• Install, uninstall and configure pc applications based on incident triage measures (Individual Installations)
• PC Quality Assurance
• Validate software applications are working as designed to the satisfaction of the user
Qualification Requirements:
• Education: High School diploma is required. Associate’s/Technical Degrees (two years) is preferred.
• Experience Level: 0-2 years of desktop/pc technician experience is required. 2-3 years of Microsoft experience is required.
Job Skills & Knowledge:
Knowledge of:
• Basic desktop installations to include printers, Windows OS, and other software.
• Installing new technologies and teaching end users how to operate them
• Providing remote technical support via internet or phone
• Maintaining operating systems by repairing hardware and configuring software
Certifications:
• CompTIA A Certification is required.
Other Requirements:
• Travel Requirements: This position requires a valid driver’s license for occasional daily and overnight travel.
Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.
If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or employment@emp.shentel.com. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.