User Support Advisor

Current employees and contingent workers click here to apply and search by the Job Posting Title.

Clear Channel Outdoor

Job Summary:
Clear Channel Outdoor (CCO) Technology is seeking a User Support Advisor to join our End User Success team.

To better serve our customers, we're creating a culture that promotes employee empowerment, collaborative innovation, and technical prowess. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

As the User Support Advisor, you will be responsible for supporting local and remote staff across the Clear Channel Outdoors locations by resolving technology issues at tier 1 and 2 levels.

Job Responsibilities

• Acknowledge and resolve end user calls, tickets, emails, and chats professionally and within defined SLAs.
• Assist with the installation, configuration, and usability of computers, peripherals, software and other devices.
• Support ITSM best practices of Clear Channel Outdoors.
• Update or create documentation to record changes in processes, procedures, configuration items, and other documents as needed/requested.
• Support projects including but not limited to automation, desk and office moves, hardware and software testing, and process improvement.
• Be a customer advocate and have a passion for solving user problems.
• Occasional on-call support may be required.

Job Qualifications and Experience

• Degree in Computer Science or Information Systems. Equivalent work experience gladly accepted.
• Minimum of three (3) years experience working with Windows, Mac, and Android hardware (laptops, mobile devices, tablets) and operating systems required.
• Minimum of three (3) years experience with installing and troubleshooting hardware, software, peripherals, and A/V equipment required.
• Basic understanding of networking, cloud technologies, O365/M365 required.
• Experience with ITSM ticketing systems (ServiceNow, or similar Enterprise Service Desk application) required.
• Must have strong verbal and written communication skills.
• Ability to multi-task in sometimes challenging and high-pressure environment.
• Ability to solve problems quickly with strong attention to detail, and a "first contact resolution" mindset.
• Ability to build trust with users by performing technical support and coaching users for long-term success.
• Experience with device management software (SCCM, Intune, JAMF) administration and implementation preferred.
• Microsoft Certified System Administrator (MCSA): Windows 10 a plus.
• Apple Certified Mac Technician (ACMT) a plus.
• Microsoft Certified System Engineer (MCSE) a plus.
• CompTia A+ a plus.
• Network+ a plus.
• ITIL Certification a plus.

Skills

• Understanding of the technical and non-technical elements of end-user support
• Understanding of the terminology and methods used in IT service management
• Organizational and time management skills
• Strong written and verbal communications skills including delivering effective presentations
• Able to put the "customer first"
• Able to multi-task and stay calm under pressure
• Able to identify cause of issues and to work quickly to resolve them

Competencies

• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Physical Demands

• Occasional business travel, less than 10%
• Ability to lift 50lbs without issue

Location
San Antonio, TX: 4830 North Loop 1604 West, Suite 111, 78249

Position Type
Regular

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Our organization participates in E-Verify. Click here to learn about E-Verify.

Current employees and contingent workers click here to apply and search by the Job Posting Title.