Freelance Analyst, Desktop Services

Company: Spectrum
Location: Albany
Posted on: July 22, 2021

Job Description:

Spectrum Networks is looking for passionate, talented and driven individuals with an eagerness to join the best and most dedicated in gathering, producing and delivering stories that make a difference within a 24-hour breaking news environment. Our commitment is to engage viewers with relevant and timely news that is important to the local communities we serve.

What is Spectrum Networks: Spectrum Networks is the news and sports division of Charter Communications, Inc. (NASDAQ: CHTR), the leading broadband communications company and the second-largest cable operator in the United States.

The Spectrum News Environment: Spectrum News is a 24-hour news network that requires employees to be flexible and available to work various shifts throughout the day, including early mornings, late evenings, weekends and holidays. The network is currently focused on the morning news, which means your day will start in the middle of the night, but it also means your workday will end around noon (most days).

Spectrum Networks employees are passionate and driven, and can thrive in a competitive, fast-paced and fiercely accurate 24-hour breaking news environment. They are creative and/or highly technical with a desire to leverage their knowledge, skills and abilities to share news stories that enhance daily living within our local communities. They are nimble and learn quickly, enabling themselves to pivot when new information is acquired within an ever-changing newsroom. They are team players with positive attitudes and strong interpersonal skills. They have the ability to multi-task, meet tight deadlines and remain calm under pressure.

What we're looking for:

The Analyst 1, Desktop Services, role is to support our end users with in-house computer systems, desktops, laptops, applications, and peripherals. This includes working directly with end users, gathering information, troubleshooting, seeking outside help if needed, installing, diagnosing, repairing, maintaining, and upgrading all hardware, applications, and equipment while ensuring optimal end user experience. The Analyst 1 will also troubleshoot problem areas in a timely and accurate fashion. Provide end user training and assistance via in-person, phone calls, web meetings, and remote assistance where required and document issues and resolutions via the ticketing system.

Major Duties and Responsibilities:

• Receive, prioritize, respond to, document, and actively resolve end user PC, Mac, hardware, and application requests.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Accurately document instances of hardware or software failure and repair.
• Work on projects with team members and meet deadlines and goals.
• Actively continue learning new applications, skills, and technologies.

• Work with end users to identify and deliver required needs.
• Liaise with, and provide support to, end users on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of complex computer/application problems for a variety of end users, and recommend and implement corrective hardware/software solutions as needed.
• Maintain an inventory of all computers, monitors, printers, print toner, and other peripheral equipment.
• Monitor and test PC performance and provide PC performance statistics and reports.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Work with KACE, the Systems Management Appliance, to document and work tickets, run reports, troubleshoot issues, and patch machines.
• If necessary, liaise with third-party support for hardware equipment and software vendors.

• Demonstrable basic technical knowledge of network and computer (PC/Mac) hardware.
• Hands-on hardware troubleshooting experience.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation.
• Ability to conduct research into PC/Mac issues and products as required.
• Ability to work under pressure and meet given deadlines.
• Ability to adapt to changing situations/environments/technology.
• Abilty to work alone, as a team, and with vendors for given tasks.
• Must be teachable and know when to say "I don't know" and get help.
• Ability to read, write, speak and understand English.
• Spectrum Networks is a 24/7 operation. Weekend and evening availability a must. There is a rotating schedule.

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Analytical and problem-solving abilities.
• Excellent customer service skills.
• Ability to handle multiple concurrent tasks.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Demonstrable excellent written and oral communication skills.
• Must be willing and able to learn, understand, and grow with us.
• Ability to present ideas in user-friendly language.
• A strong interest in learning, growing, furthering knowledgebase.
• Outgoing personality and great attitude.

• Working towards (Senior preferred) or recently obtained Bachelor's Degree in the field of Information Technology or similar; or 2 years relevant work experience.
• Relevant technical certifications given special consideration.
• 0-2 years equivalent work experience. We are very willing to train the right person for the job.

Keywords: Spectrum, Albany , Freelance Analyst, Desktop Services, Other , Albany, New York