Key Responsibilities
Hardware/Software Support
- Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, peripheral devices, and audio-visual equipment.
- Performs research and develops solutions for hardware and software issues.
- Provides basic user training on company-provided IT equipment.
- Carries out hardware asset life-cycle management, including maintaining records of physical assets.
- Provides recommendations to leadership on individual device upgrades or break-fix replacements.
- Performs preventative maintenance on all electronic devices and peripheral equipment.
Incident Management
- Responds to service requests regarding end-user computing devices as they arrive in the designated queue.
- Recommends solutions, resolves problems associated with incidents, and updates notes, as necessary.
- Updates tickets and provides team members with regular progress updates.
- Thoughtfully escalates issues to the appropriate teams.
- Understands and adheres to established SLAs.
Customer Service
- Exhibits excellent verbal and written communication skills.
- Ability to work effectively in a team environment.
- Easily adjusts to changing priorities or projects.
- Maintains a calm, professional tone when consulting with team members.
- Delivers an awesome team member experience.
Minimum Requirements:
- High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field
- Working experience supporting end-user computing devices
- Working experience troubleshooting Windows 11 and Mac operating systems
- Working experience troubleshooting mobile operating systems (iOS and Android)
- Working experience working with a ticket management/service desk system
- Working experience in an ITIL-based environment
- Working experience as a participant in a change management process
- Strong Microsoft Office support experience
- Must exhibit excellent customer service skills
- Technical certifications such as CompTIA A+, Microsoft Certification (MCP, MCDST, or other)
- Apple Certified Support Professional (ACSP)
- Working experience in audio-visual collaboration technologies
- Working experience with Service Now
Preferred Experience:
- Working experience with Active Directory
- Working experience with Microsoft Endpoint Manager
- Working experience with Exchange Admin Center
- Working experience with home wireless to corporate network technologies
USD 26.06 - 39.13 per hour
Compensation:
Hourly base pay rate is $26.06 - $39.13/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Top Skills
What the Team is Saying
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking.
Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more.
As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront.
Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
