Help Desk Coordinator I

Shenandoah Telecommunications Company (Shentel) provides broadband services through its high speed, state-of-the-art fiber optic and cable networks to customers in the Mid-Atlantic United States. The Company’s services include: broadband internet, video, and voice; fiber optic Ethernet, wavelength and leasing; and tower colocation leasing. The Company owns an extensive regional network with over 8,300 route miles of fiber. For more information, please visit www.shentel.com.

Job Summary:
Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported.

Job Responsibilities:

• Basic professional concepts, Tier I personnel respond to requests received through email, web sites, via phone, walkup or chat. Support for basic user issues, solving problems and fulfilling service desk request that need IT involvement. If no solution is available, Tier I personnel escalate incidents to tier
• Following standard practice, normally receives detailed instructions on all work, requires no previous experience.
• Incident Management
• Respond to Incident Tickets of unplanned events based on ITIL concepts
• Track (Who, What, When, Where, Why & How)
• Adhere to KPI/SLAs set forth by management
• Triage (Work or Move) using knowledgebase articles
• PC Application Management
• Install, uninstall and configure pc applications based on incident triage measures (Individual Installations)
• PC Quality Assurance
• Validate software applications are working as designed to the satisfaction of the user

Qualification Requirements:

• Education: High School diploma is required. Associate’s/Technical Degrees (two years) is preferred.
• Experience Level: 0-2 years of desktop/pc technician experience is required. 2-3 years of Microsoft experience is required.

Job Skills & Knowledge:Knowledge of:

• Basic desktop installations to include printers, Windows OS, and other software.
• Installing new technologies and teaching end users how to operate them
• Providing remote technical support via internet or phone
• Maintaining operating systems by repairing hardware and configuring software

Certifications:

• CompTIA A Certification is required.

Other Requirements:

• Travel Requirements: This position requires a valid driver’s license for occasional daily and overnight travel.
• Strength Level: This is light work.
• Climbing Requirements: This position requires the ability to climb ladders up to 6 feet.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or employment@emp.shentel.com. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.

For technical issues with the website, please contact employment@emp.shentel.com.

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