Job Description
Vyve is 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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