Freelance Analyst, Desktop Services

Spectrum Networks is looking for enthusiastic, talented and driven individuals to join the best and brightest 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, timely news that's important to the local communities we serve.

Who we are: Spectrum Networks is a series of 27 hyper-local news and 9 regional sports networks owned and operated by Charter Communications, Inc. Spectrum Networks seeks to provide the most essential local news and information, cultivating relevant and thoughtful conversations that foster informed and engaged communities.

The Environment: Spectrum News is a 24-hour breaking news network which requires employees who are flexible and available to work various shift, including early morning, late evenings,
weekends and holidays.

Being on our team means … You’re ready to inspire and be inspired! You’re passionate, creative and highly technical, driven to flourish in a competitive, fast-paced environment. You're fiercely accurate, with a desire to leverage your knowledge, skills and abilities to share news stories to viewers in our local communities. You're nimble, having the ability to pivot in an ever-changing workflow. You are a team player with a positive attitude and strong interpersonal skills. You have the ability to multi-task, meet tight deadlines and remain calm under pressure.

What we’re looking for: The Freelance 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.

Operations (Tactical Responsibilities)

• 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.
• If necessary, liaise with third-party support for hardware equipment and software vendors.

Qualifications:
Skills/Abilities and Knowledge

• 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.
• Ability 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.
• Weekend and evening availability a must. There is a rotating schedule.

Preferred Qualifications:

• 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.

Education & Experience:

• 2+ years work experience in the Information Technology field
• Working towards (Senior preferred) or recently obtained Bachelor’s Degree in the field of Information Technology or similar
• Relevant technical certifications given special consideration.

Our Culture: Every employee is an influencer and culture keeper. We expect respectful communication (despite pressure), openness to feedback, an eagerness to learn, and an overall positive attitude! Roles may require the following:

• Overtime may be required to meet deadlines
• Varying schedule due to, breaking news and/or daily news coverage requirements
• Provide 24x7, 365 days per year, on-call support. May entail phone or physical presence at the facility for equipment failure or other disasters. This includes, but is not limited to equipment and power failures, loss of contracted services, storms or severe weather, and schedule conflicts

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