Desktop Support Specialist I

About the role

At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

About the role

• Imaging new workstations and system rebuilds
• Package and ship workstations for issuance to users
• Manage and maintain workstation retrieval within our asset management system
• Decommission equipment from the network
• Assist with onboarding users with their new hardware
• Troubleshoot and repair issues related to OS, hardware, network, etc.
• Warehouse responsibilities such as recording/tracking Hardware room inventory, receiving shipments and restocking inventory.
• Actively tracks, monitors, and routes customer incidents, user requests, and questions through the ServiceNow ticketing system.
• Provides detailed notes on customer interactions by documenting troubleshooting methods and appropriate follow-up to resolve technical inquires.
• Uses computer-based software tools to gather information, troubleshoot, and resolves issues and request.
• Creates and maintains documentation regarding troubleshooting steps, standard operating procedures and best practices.
• Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.

Qualifications

• Understanding of desktop imaging technologies for PC deployment
• PC hardware knowledge/experience
• Warehousing experience
• Able to maintain asset tracking or inventory management systems
• Able to package and ship equipment using UPS
• Knowledge of Windows 10 and 11
• Flexible
• Able to lift at least 30lbs.
• Ability to work onsite 100% of your shift
• A+ certified (preferred, not required)
• Active Directory experience (preferred, not required)
• SCCM experience (preferred, not required)

Highlights

• No on-call/after hours
• Fully onsite to support business, as customers are in the office daily
• Customers are internal associates
• Flexible Schedule after training is completed.
• Location: Phoenix, AZ

Core Competencies

• Committed: Values each and every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans - start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)
• Up to seventy-five dollars a month towards cable and internet services
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Pre-hire Processes

• Cable One and our family of brands is committed to keeping our associates and customers safe.
• Job offers are contingent upon the results of background, drug screening, and reference check.
• Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

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