Job Description

Eagle, Vyve and Northland are 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

HELPDESK SUPPORT JOB PURPOSE:

**Please note, this is a long term contract role

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.

HELPDESK SUPPORT JOB DUTIES:

• Build and install PCs, telephone systems, 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, telephone systems 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 servers from Windows XP to Windows 7 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 logging system to accurately record telephone requests

DESKTOP SUPPORT SKILLS AND QUALIFICATIONS:

• Excellent Customer Service in Face-to-Face, Telephone or Electronic Interaction with Clients,
• Good Language and Communications Skills,
• Problem-Solving,
• A+ certification or MCA preferred
• 1-2 years experience preferred in large org IT helpdesk
• Good Understanding of Computer Support and Troubleshooting,
• Knowledge of Windows 7, 10,
• Windows Server products and/or Apple Operating Systems,
• Ability to Work in a Team,
• Ability to Prioritize Projects, familiarity with the Troubleshooting Methodology

PLUSES:

• Enterprise IT experience
• Call center IT experience
• ITIL Training / certification
• Computer repair and networking classes
• Ability to self-manage

Vyve Broadband, Northland Communications, and Eagle Broadband are equal opportunity employers and do 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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