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Help Desk Support Technican
hace 4 meses
Remote, Florida
- Information Technology
- Regular Employee Full-Time
- R-2024-02-76
**Who We Are**:
SiriusXM and its brands (Pandora, SXM Media, AdsWizz, Simplecast, and SiriusXM Connected Vehicle Services) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners - in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.
This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM’s vision to life every day.
**SiriusXM** is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries, Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as SXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through Sirius XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.
**How you’ll make an impact**:
**What you'll do**:
- Escalate issues to senior staff and/or other departments as appropriate.
- Communicate issues effectively to the team as well as other groups.
- Document issues according to established processes.
- Follow defined departmental policies, processes, and procedures.
- Meet predetermined schedules and mandated deadlines.
- Ability to manage multiple and, sometimes, competing priorities with some guidance.
- Create, track, and manage service requests for new hires, client moves, and terminations.
- Process hardware and software requests.
- Must be comfortable with researching our knowledge base and the Internet to find ways to resolve problems.
**What you'll need**:
- 3 to 5 years' experience serving on a telephone response Help Desk/Service Desk
- Knowledge of Ticket Management Systems. ServiceNow or Jira preferred.
- 3+ years' experience with PC hardware/software desktop support
- A positive attitude and a conscientious commitment to customer service and problem resolution
- Windows hardware and OS knowledge.
- Apple device hardware and OS knowledge.
- SCCM and/or JAMF administration and use for centralized management of devices.
- Virtual Private Networks (VPN) with Duo Administration.
- Google Drive Support use and knowledge
- Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).
- ServiceNow or Jira use and knowledge.
- A basic understanding of Windows TCP/IP networking.
- Active Directory User/Computer Account Administration.
- Mobile Device support knowledge (iPhone, iPad, Android, etc.).
- Good public speaking and presentation skills.
- Interpersonal skills and ability to interact and work with staff at all levels, including executives.
- Excellent written and verbal communication skills.
- Ability to work independently and in a team environment.
- Ability to pay attention to detail and be organized.
- Ability to project professionalism over the phone and in person.
- Commitment to "internal client" and customer service principles.
- Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
- Must have legal right to work in the U.S.
Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.
The requirements and duties described above may be modified or wai
