at Windstream Communications in Springfield, Illinois, United States
Job Description
IT Information Tech – Analyst II-IT Tech Support
Greenville, SC, USA ? North Little Rock, AR, USA ? Rochester, NY, USA ? United StatesReq #1483
Thursday, July 25, 2024
Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
+ As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.
+ Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.
+ Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.
The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!
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About the Role
The IT Technical Support Analyst II provides escalation and technical assistance for IT Technical Support Specialists. The ideal candidate can troubleshoot issues of a complex nature and monitor adherence to technical policy and procedure while maintaining Service Level Objectives. This is a strategic role which impacts the entire organization.
What You’ll Do
+ Document, and manage the resolution process in a timely manner, while effectively communicating status to maintain a high rate of user satisfaction.
+ Serves as a point of escalation for critical issues.
+ Operate with little managerial intervention.
+ Represent the entire IT Technical Support Team on strategic projects and initiatives
+ Act as a resource to all levels of IT Support Services for identification, resolution and management of ITSM requests
+ Support the ITSS ‘Roadmap’ by engaging on each active project from a global team perspective, providing support to the ITSS field staff with implementation, issues, and issue resolution.
+ Remain abreast of all emerging technologies and provides the Support Desk with updates to those technologies and how they may potentially affect the IT infrastructure
+ Provide coaching, technical guidance and training to team members
+ Act as an escalation point for complex technical issues and provides technical assistance to the Support Desk for troubleshooting and resolving user issues
+ Develop and deliver training
+ Provide assistance in the Knowledge Management process through the creation, and review of technical content.
+ Evaluate and assist in implementation of IT Support Tools
+ Identifie unusual ticket/request trends and may offer recommendations based on those trends
+ Participate in ticket quality reviews/audits using defined guidelines and process provides feedback to management
+ Collaborate with the ITSS Crisis Manager role to share impact information for the Support Desk and support recovery efforts
+ Lead team on special projects for process/continuous improvement efforts
+ Assist in developing and adheres to all Windstream and IT Department policies and procedures
+ Perform other duties and responsibilities as assigned
Do You Have?
+ College degree in a technical or a related field and 2-4 years professional level experience or 6+ years professional level related Technical experience or an equivalent combination of education and professional level related
+ Technical experience required
Even Better
+ Excellent analytical and problem-solving skills – Working knowledge of supported applications, systems and tools used by Support Services team – Excellent interpersonal and professional communication skills
+ Knowledge of and experience using a broad range and variety of troubleshooting techniques
+ Subject matter expert in certain areas or applications
+ Strong time management and organizational skills
+ Ability to understand and articulate technical concepts and derive solutions
+ At least 3 years’ experience in a Desktop Support role
+ Excellent working knowledge of PC software and hardware
+ Technical certifications and/or equivalent training preferred
Physical Tasks – Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33%|Pushing – Pulling: Occasionally: 0-33% |Carrying: Occasionally: 0-33% |Reaching Above Head: Occasionally: 0-33%|Lifting-Lowering >1-15lbs: Occasionally: 0-33% |Repetitive Hand Action: Medium Dexterity: Continuously: 67-100%| Fine Manipulating: Frequently: 34-66%
Audio Visual Needs – Hearing: Continuously: 67-100%|Near Vision:Continuously: 67-100%|Far Vision: Occasionally: 0-33%|Peripheral Vision: Occasionally: 0-33%|
Equipment Used in Job Performance/Working Environment : Computer, Printer,Fax,Telephone,Basic Office Supplies, Copier
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Our Benefits:
+ Medical, Dental, Vision Insurance Plans
+ 401K Plan
+ Health & Flexible Savings Account
+ Life and AD&D, Spousal Life, Child Life Insurance Plans
+ Educational Assistance Plan
+ Identity Theft, Legal, Auto & Home and Pet Insurance
+ https://windstreambenefits.com
Windstream CIB Statement:
Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.
Our Employee Resource Groups:
+ WinVets – Veteran Employee Resource Group
+ WOW – Women Employee Resource Group
+ WINPRIDE – LGBTQ+ Employee Resource Group
+ WBPN – Black Professional Resource Group
+ WARG – Ability Resource Group
+ LaFamilia -Hispanic Resource Group
+ AAPI – Asian American Pacific Islander Resource Group
Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.
Actual base pay for this job will depend on the candidate’s primary work location and other factors, such as relevant skills and experience.
Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. _If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign pe
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