End-User Support Specialist 1

Provides telephone and on-site customer support to Anderson, and Richmond employees who use Comcast owned PCs and peripheral hardware and software. Responds to, and diagnoses, problems through discussion with users including problem recognition, research, and resolution. Maintains documentation of all practices, procedures and configurations. Typically resolves less complex problems immediately with more complex problems solved by second level, senior, or supervisory level support as outlined within the IT organization. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
1.Provides user support for IT by responding to and diagnosing problems and questions by receiving and tracking calls from users. Resolves problems and answers questions. Assigns more complex problems to second level, senior, or supervisory level support as outlined within the IT organization.
2.Inputs entries and maintains Help Desk call logs for the tracking of trends and common issues.
3.Reports to Area IT Manager outstanding issues and equipment/software requests.
4.Produces escalation reports and forwards to appropriate personnel.
5.May assist in testing and installing new hardware and software.
6.Communicates with users any changes to network and other common IT resources.
7.Performs other functions as requested by systems staff and user community.
Punctual, regular, and consistent attendance.

QUALIFICATIONS:

1.Strong customer service and communication skills in order to perform job duties in an effective, professional manner. Must be able to communicate problems and solutions in laymen's terms.
2.Analytical, problem-solving, and organizational abilities in order to perform job duties.
3.At least 3 years experience in a help desk environment.
4.General technical knowledge including telephone and computer skills. Must be able to type and perform data entry. Possesses specific knowledge in personal computer applications used by Comcast Cable. Personal/desktop computer business application background preferred.
5.Must be able to deal with user community professionally, tactfully, patiently, and quickly.
6. Must be flexible to assure 24 hr/day coverage; available to cover first, second, third shift.
Ability to work overtime, as needed.
Comcast is an Equal Employment Opportunity/Affirmative Action/Drug-free workplace employer.

Comcast is an Equal Opportunity Employer

If interested, please apply online at http://track.jobviper.com/ViewJob.asp?id=501341-3-783