Desktop Support Technician I

Job Description:

Job Description

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...