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Help Desk Analyst
21st Century Fox
Washington, DC, United States
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OVERVIEW OF THE COMPANYFox News Channel
FOX News operates the FOX News Channel (FNC), FOX Business Network (FBN), FOX News Radio, FOX News Headlines 24/7, FOXNews.com and the soon to launch OTT platform, FOX Nation. FOX News also produces FOX News Sunday on FOX Broadcasting Company and FOX News Edge. A top five-cable network, FNC has been the most watched news channel in the country for more than 16 years. According to a 2018 Research Intelligencer study by Brand Keys, FOX News ranks as the second most trusted television brand in the country while a Suffolk University/USA Today survey states that FOX News is the most trusted source for television news or commentary in the country. FNC is available in 90 million homes and dominates the cable news landscape while routinely notching the top ten programs in the genre.
JOB DESCRIPTION
The Help Desk Analyst provides support to staff on all company supported applications, troubleshoot computer problems, and determines the source of the issue and advise on appropriate action.
A SNAPSHOT OF YOUR RESPONSIBILITIES
• Serve as the initial point of contact for users' software and hardware issues and will also collaborate with the IT department for quick and courteous resolutions
• Provide primary Help Desk and troubleshooting support via the Help Desk Hotline
• Collaborate with other members of the Information Technology Department to troubleshoot more complex user technical problems
• Respond to Help Desk calls at all times during the scheduled workday, on after-hours rotation, and at other times as requested or assigned including weekends
• Take primary responsibility for Track-it (ticket creation/tracking) database; log incidents into Track-it System in a timely manner
• Assist the other members of the Information Technology Department in planning and carrying out technical projects, including planning, implementing, assisting in the installation and setup of software products and hardware and other duties as assigned
WHAT YOU WILL NEED
• 1+ years of previous Help Desk support experience using Track-it or a similar ticketing system (i.e., Remedy)
• Strong knowledge of Windows 10 & Windows 7, MS Office, Outlook, AD, VPN, RDP and other general applications in order to be considered
• In-depth knowledge and experience with troubleshooting and repair of work stations, printers, and other client hardware; Microsoft Windows 10 & Windows 7 operating system, Microsoft Office Suite
• Ability to utilize and assist users with tools such as VPN and VWorkspace
• Demonstrated ability in multitasking and can successfully handle multiple disparate tasks
• A patient, friendly, and approachable demeanor with users at all times
• Ability to operate effectively and cooperatively within the IT department
• Ability to provide excellent customer service across all departments
• You have strong customer service skills and excellent verbal and written communication skills
• Willingness and ability to work flexible hours, under tight deadlines
• MAC knowledge is helpful
• Bachelor’s degree in Computer Science or related field is preferred
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.