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Digital Support Analyst
Gannett
Chesapeake, VA, United States
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The Services Desk serves as the entry point for customers who need to engage the Digital Services and Support team to answer questions and resolve concerns. The Services Desk receives incoming requests, opens tickets, searches for and follows standard fulfillment procedures and resolution processes, escalating as necessary.
The Technical Services Specialist will provide outstanding service and technical support to our customers in an effort to meet their needs and exceed their expectations.
Technologies
• Platforms: Working knowledge of Linux and/or Windows; experience with application support and troubleshooting; knowledge of mobile device support (iOS/Android) desirable
• Languages: Knowledge of HTML, CSS
• Applications: Experience working with a Support/Issue tracking ticket system
• Network/Environment: Understanding of networking and the internet, interconnectivity of applications, services and servers, DNS
• Process: Experience with the creation of technical documentation and training desirable
Responsibilities
• Validate service request and incident information, prioritization, and supportability.
• Resolve incidents or service requests that require logging into an application, web server or other system.
• Conduct initial triage and troubleshooting using knowledge of applications, environment and workflow.
• Escalate relevant incidents and service requests by logging into a vendor’s ticketing system and entering requested information.
• Create knowledge articles and standard processes as a by-product of solving problems.
• Adjust language or terminology to the characteristics and needs of the audience.
• Utilize available job aids, support tools, and online documentation.
Qualifications
• Professional, positive and amicable attitude and demeanor.
• Demonstrated appropriate discretion and sensitivity with customers and colleagues. • Ability to work both independently and collaborate as part of a team.
• Must be self-motivated, organized, thorough, and detail-oriented.
• Be able to work quickly and be calm under pressure.
• Ability to investigate, understand and clearly communicate solutions to non-technical customers.
• Must display commitment to teamwork and excellent customer service. Meet or exceed expectations of internal and external customers.
• Minimum of two-year Associates degree or related work experience.
• Minimum one year of experience in an application support or service desk environment.