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Support Desk Technician / Technical Support Rep

Atlantic Broadband Rochester Full-Time
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Support Desk Technician / Technical Support Rep

Key responsibilities/skills:


The Support Desk Technician will provide support to the employees of Atlantic Broadband, employing a high degree of customer service, technical expertise, and timeliness.  The Support Desk Technician offers an advanced level of remote IT assistance for problem resolution and escalates complex problems to higher tier personnel.  Support Desk Technician takes ownership of an issue and follows through on a resolution with end users and other pertinent information technology staff.  Tracks support calls in the Help Desk ticketing system. 


Required skills and knowledge:

  • Microsoft Office Suite 2010, 2013, 2016
  • Administration of Active Directory, Exchange Server 2010, OWA and VOIP telephony system
  • Windows 7, 10, Windows 2008R2, Windows 2012 and Windows 2016
  • Technical and Analytical Skills
  • Organizational Skills
  • Interpersonal and Communication Skills
  • Working Knowledge of Wireless networking
  • Provide end-user support and problem resolution for desktop computers, laptop/notebook computers, printers, and other devices
  • Troubleshoot PC and laptop hardware
  • Troubleshoot basic network and telecommunications connectivity issues
  • Strong knowledge of printer driver and queue creation, installation, management, and troubleshooting
  • Create and maintain core desktop image to ensure standards of PC builds using imaging software
  • Working Knowledge of Network, Systems, and email security

Support Desk Technician / Technical Support Rep

Essential Duties and Responsibilities include the following, but not limited to:

  • Monitor daily system backups and ensure the integrity
  • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems in person, via phone, electronically
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
  • Ensure system connectivity of all servers, shared software, and other applications
  • Monitor and test system performance; prepare and deliver system performance statistics and reports
  • Perform preventative maintenance, including the installation of service packs, patches, hotfixes, anti-virus software, cleaning of Workstations, Printers and other devices
  • Apply diagnostic utilities to aid in troubleshooting
  • Leverage troubleshooting skills, documentation and on the job training to document, resolve or escalate support requests
  • Use basic and advanced troubleshooting technique to resolve or route issues about email problems or features, network connectivity, personal computer problems, and application problems for employees
  • Utilize help ticketing system to document and route support case to the appropriate groups who can assist in resolving the issue
  • On-call rotation

Skills required

Phone Support
Nice (Unix Utility)
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Atlantic Broadband is a TV, Internet and Phone service provider on a mission to deliver compelling, flexible and reliable services plus amazing local support to the residential and business communities it serves.

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