Desktop Support Technician 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.

What you will do to contribute to the company's success

• Utilize ticketing system for request tracking and to respond to tasks in a timely manner.
• Documentation - Creation and modifications of SOPs.
• Microsoft Outlook Shared Mailbox management.
• Perform other Desktop and User support tasks as needed.
• Actively tracks, monitors, and routes technical incidents, user requests, and questions through the Remedy ticketing system.
• Provides detailed notes on customer interactions by documenting troubleshooting methods and appropriate follow-up to resolve technical inquires.
• Works with various departments, teams, and vendors to research and resolve first-tier technical issues related to password resets, access requests, email setup and troubleshooting.
• Uses computer-based software tools to gather information, troubleshoot, and resolving issue and request.
• Creates and maintains documentation regarding troubleshooting steps and best practices.
• Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.
• Respond and support Sarbanes-Oxley (SOX) access requests from internal customers.
• Maintain access management systems of company in-scope applications.
• This includes granting/modifying/disabling access.
• Providing evidence for audit requests.
• Process Onboarding/offboarding.

Qualifications

• Associate's degree (A.A.) from two-year college or university; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Six months to one year experience with Microsoft Active Directory preferred.
• Strong customer services skills.
• Ability to work independently as well as within a team.
• Proficient computer skills in Windows Client OS.
• Self-motivated
• Strong attention-to-detail and organizational skills as all the work from this group is audited and any mistakes could be substantial.
• Active directory
• Windows 10/11
• Microsoft office/O365 experience
• PowerShell experience (preferred, not needed)
• SOX, PWC, Audit, compliance experience (or any auditing background preferred), with an interest in a hybrid IT/Audit role.
• Process improvement experience (agile, scrum, lean, ITIL, green belt, etc.)
• Must be able to work on-call evenings and weekends.

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 starts day 1 of employment (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.