Job Title: Helpdesk Technician
Requisition Number: 4141
Area of Interest: Technology
Country: U.S.
State/Province: Tennessee
City/Town: Knoxville
Full Time/Part Time: Full Time
Job Description:
Support Desk Technician - Knoxville
Scripps Networks Interactive is a global media company and the Leader in Lifestyle Media. Our power-house brands -- HGTV, DIY Network, Food Network, Cooking Channel, Travel Channel and Great American Country -- stimulate personal creativity, spark ingenuity and capture the joy of living richer and fuller lives. Whether remodeling a home, creating a meal or traveling the world, consumers know that life is celebrated on our channels. Join a company where committed, passionate people create some of the best loved and most respected brands in the business; brands that 170 million consumers connect with each month through unique, vibrant and engaging programming.
Cook with Us. Travel with Us. Make Your Home with Us.
We are looking to hire a Support Desk Technician for our Knoxville office.
Responsibilities:
· Provide Level 1 and Level 2 technical support for Scripps Networks users via phone, remote software, email, and chat
· Enter calls and emails into ticket tracking software in a timely manner
· Become well-versed with common problem inquiries and be able to provide immediate solutions
· Escalate issues or requests to other second level support or third level support personnel as needed
· Escalate and communicate issues to management as needed
· Monitor and respond to voice and emails received at the Support Desk
· Develop and document new solutions to frequently occurring problems and stay up to date with company policies and procedures
· Follow Sarbanes Oxley requirements and procedures and enter security requests into approval system
· Work with team mates frequently on resolving and documenting issues and enter security requests into approval system
· Attend regular technical and communication training sessions and distribute information learned to rest of the team
· Assist with special projects as requested and participate in the rotation of after-hours emergency support
· Contribute to Knowledge Base by providing new or updated documentation on a regular basis
· Research more advanced computer issues and provide instruction to teammates
Skills
· Computer and advanced troubleshooting skills with excellent communication and customer service skills (especially phone and writing)
· Business writing skills with excellent knowledge of proper grammar
· Ability to multi-task and prioritize based on company needs and to adapt and retain changes to procedures and/or policies
Software and Systems
· Windows 7, Mac OS X andMicrosoft Office/Outlook (Exchange)
· Basic network troubleshooting skills
Education:
Associate’s degree in related field preferred
Experience:
1 -3 years’ experience of technical support
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