Analyst, Desktop Support I

Posting Job Title:Analyst, Desktop Support I
Requisition #: 149756BR
Posting Location: Charlotte, NC, US
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description

Time Warner Cable currently seeks an Analyst, Desktop Support I for their Charlotte, NC location. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.

Purpose:
The purpose of this position is to provide advanced level assistance for problem resolution for PCs to include hardware and software troubleshooting to end users, employing a high degree of customer service, technical expertise and timeliness. This person must complete technical tasks for the IT department in a manner consistent with Time Warner Cable policies, procedures, quality, standards, customer needs, and applicable local, state and federal regulations.

Essential Duties and Responsibilities:
- Function as internal customer service contact for IT organization via walk ups, ticketing system and phone support
- Provide accurate solutions to advanced computing problems
- Install, configure and maintain computers using Windows XP, Windows 7, Mac OSX, and Windows Mobile operating systems
- PC, laptop and printer hardware maintenance, troubleshooting and repair
- Responds to questions of users concerning internal technology. Including, but not limited to: Desktops, Laptops, Printers, and connectivity within the PC network
- Effective software troubleshooting for Windows/MS Office and other TWC applications
- Ensures placement of all new PC's and other technology and assists staff members in any type of facility relocation and network changes, including PC and telephone relocations
- Coordinate with other departments for rollout, upgrading, and maintenance of technology
- Can handle basic level escalations, but must recognize when to escalate higher level problems to appropriate individuals
- Takes ownership of the problem and follows through on resolution with end users and other pertinent IT staff
- Enters and tracks support calls and walk ups in the help desk trouble ticketing system
- Adheres to established standards and procedures in resolving problems
- Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision
- Ability to work in a high-pressure environment
- Ability to maintain a professional appearance and conduct oneself in a respectable, responsible, courteous manner
- Projects a cooperative and positive attitude toward customers, employees, and the Company
- Ability to work hours outside of normally scheduled shift with little or no advance notice required
- Participates in the IT On Call Schedule
- Perform other duties as assigned

Required Education/Experience:
- Associate's degree in Computer Science or equivalent from two-year college or technical school; or 2 to 3 years related experience and/or training; or equivalent combination of education and experience
- 1 to 2 years of Customer Service skills preferred
- At least A+ or Net+ or one higher technical certification
- Technical understanding of the Internet, URLs, and email. Experience with various applications including LAN/WAN, Active Directory, networking and Voice over IP
- Proficiency with using Windows XP, Windows 7, Mac OSX, and Windows Mobile operating systems
- Proficiency with Microsoft Office applications

Communication Skill level:
Possession of strong written and oral communications and problem solving skills required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively and pleasantly present information and respond to questions from managers, clients and customers.

Reasoning ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

This job description is not intended to be all-inclusive, and employee may also perform other reasonably related business duties as assigned by the supervisor and other management as required. Time Warner Cable may need to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

FCC Unit_TWC: HQ452
Controlling Establishment ID: 00237 - Charlotte 7910 Crescent Exec

More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most - at work and at home.

Time Warner Cable is an Equal Opportunity Employer M/F/D/V.