Principal Help Desk Coordinator

Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit www.shentel.com.

Job Summary
Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported.

Job Responsibilities:

• Uses talent to contribute to company objectives, works on large, complex and significant incidents, problems and projects, acts independently and defines new methods and procedures, may direct or supervise others and help mentor more junior employees.
• Incident Management
• Respond to Incident Tickets of unplanned events based on ITIL concepts
• Track (Who, What, When, Where, Why & How)
• Adhere to KPI/SLAs set forth by management
• Triage (Work or Move) using knowledgebase articles
• Escalation team in the hierarchy
• Handle complex technical support questions
• Solve crucial problems that need more time and attention
• In-depth technical knowledge and expertise
• Watch and maintain ticket queue
• Watch and maintain phone queue
• Tier III pc application support
• Follow-up with customer complaints to ensure full resolution of issues
• Request feedback and/or monitor calls and other methods of correspondence to improve processes
• Diagnose system errors and other issues
• Resolve problems with Networks and other computer systems
• Provide technical assistance for questions and problems
• PC Application Management
• Install, uninstall and configure pc applications based on incident triage measures (Individual Installations)
• Administrative Support for PC Applications
• Tickets often need Tier II to access users through remote control tools, such as RDP
• Keep pc applications updated in BAR (Business Application Repository), i.e. version controls
• Enter Projects to update pc applications
• HAM (Hardware Asset Management)
• SAM (Software Asset Management)
• Establish process and procedures for onboarding, separations and changes with pc equipment
• PC Quality Assurance
• Validate software applications are working as designed to the satisfaction of the user
• Document Issues
• Track Status
• Make Recommendations for improvements to process, configurations and products
• Ensure Tier I and Tier II employees are documenting and communicating tickets in a timely manner and to the correct team members
• Create self-help knowledge base articles
• Training staff members
• Mentor staff members
• Supervise staff members
• Run reports to analyze common problems
• Writing, editing, and revising training manuals for new and updated software and hardware
• PC Project Management
• Preventative Maintenance of computer, voice and equipment used to support technology.
• Identify trending repeat tickets and find solutions to remediate the issue
• Manage incidents & problems, ensuring KPI's and SLAs are being met for Tier I and Tier II helpdesk employees
• Lead corporate level PC project

Qualification Requirements:

• Education: High School diploma is required. Associate’s/Technical Degrees (two years) is preferred.
• Experience Level: 10-15 years of desktop/pc technician experience is required. 7-10 years of Microsoft experience is required. 5-7 years of Network cabling and infrastructure design or installation experience is required.

Job Skills & Knowledge:Knowledge of:

• Basic desktop installations to include printers, Windows OS, and other software.
• Installing new technologies and teaching end users how to operate them
• Providing remote technical support via internet or phone
• Backing up and restoring files
• Maintaining operating systems by repairing hardware and configuring software

Certifications:

• CompTIA A+ Certification is required.
• Microsoft 365 Certified: Modern is required.
• ITIL Certification is required.
• Network + Certification is required.

Other Requirements:

• Travel Requirements: This position requires a valid driver’s license for occasional daily and overnight travel.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or employment@emp.shentel.com. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.

For technical issues with the website, please contact employment@emp.shentel.com.

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