Help Desk Analyst

Company Details

TEGNA

Premion, a division of TEGNA Media, is a first-in-market over-the-top (OTT) advertising services platform. With over 100+ top-tier content providers and 700+ TEGNA Sales Reps, Premion is the one stop shop for OTT advertising for regional and local advertisers. Premion simplifies the OTT buying process by placing ads alongside premium long-form and live streaming content across branded networks and providers in just one easy transaction.

Premion is seeking a detail-oriented, thorough, and organized Help Desk Support Analyst to join our growing team. This position will be responsible for ensuring Technology Support issues are resolved in a timely manner.

The Help Desk Analyst will operate within the Premion Product Development team reporting to the Director Program Management.

Responsibilities:

  • Customer Service – Exhibit customer service excellence to the customer (internal or external) at all times. Work requests in a timely manner and keep good communication with customers. Provide timely and relevant updates to the customer as required.
  • Time management, organizational skills – Handles multiple tasks simultaneously. Prioritizes and organizes assignments to make efficient use of time with significant attention to detail. Possesses the attitude and determination to stay focused on results and deadlines until the task or project is completed.
  • Coordination and Collaboration – Ability to work together with internal and external contacts to link the responsibilities and actions of others and attain concord.
  • Communication Skills – Ability to consistently demonstrate the ability to effectively communicate with customers, colleagues, subordinates, and supervisors in professional and constructive manner both verbally and in written communications.
  • Problem Solving – The ability to decompose a problem into manageable components, apply good judgment and decision making in approaches to solving the problem, consider alternate outcomes, responsibilities, and circumstances, and propose viable and effective solutions to overcome the problem.
  • Monitor and respond quickly and effectively to requests received through the Premion Central Service Desk helpdesk.
  • Understand issues and requests and translate technical aspects into common end user understandable language.
  • Prompt and timely communication with end users on status updates, issue notifications, etc. within SLAs.
  • Triage and document incidents to assign the appropriate priority based on impact and urgency.
  • Accurately determine source of incidents, reproducing in non-production environment as applicable, resolve or escalate to appropriate support groups for resolution, ensuring the required information and steps to reproduce are documented.
  • Report significant and recurring issues to the appropriate support team.
  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting

Job Requirements:

Requirements:

  • BS/BA in IT, Computer Science or related field
  • Experience with digital/OTT systems (Placements.io, FreeWheel, Salesforce, dashboards, etc.)
  • Proven experience as a Help Desk Technician or other customer service role using Jira Service Desk
  • Ability to diagnose and resolve basic computer/technical issues
  • Excellent communication skills
  • Keen attention to detail, memory of patterns, and interest in problem-solving
  • Ability to learn new application functionality quickly
  • Travel: Rarely: less than 10%
  • Work Environment Set: Office: normally performed in a typical interior/office environment
  • Physical Demands Set: Light work: Involves sitting most of the time, walking, lifting, bending, standing, etc.

Premion, a division of TEGNA, is the one-stop shop OTT advertising platform for regional and local advertisers. Through our direct relationships with over 100+ top-tier content providers, Premion simplifies the OTT buying process by placing ads alongside premium long-form (full-episode) and live streaming content across more branded networks than any other platform – in just one easy transaction.

Premion’s advertising platform delivers advanced targeting and seamless integration across multiple networks. Advertisers are assured access to brand-safe and fraud-free, guaranteed inventory that reaches the fastest growing and highly engaged OTT audiences.


About TEGNA

TEGNA Inc. (NYSE: TGNA) is an innovative media company that serves the greater good of our communities. Across platforms, TEGNA tells empowering stories, conducts impactful investigations and delivers innovative marketing solutions. With 64 television stations in 51 U.S. markets, TEGNA is the largest owner of top 4 network affiliates in the top 25 markets among independent station groups, reaching approximately 39 percent of all television households nationwide. TEGNA also owns leading multicast networks True Crime Network and Quest. TEGNA Marketing Solutions (TMS) offers innovative solutions to help businesses reach consumers across television, digital and over-the-top (OTT) platforms, including Premion, TEGNA’s OTT advertising service. For more information, visit

TEGNA requires all employees to be fully vaccinated (as defined by the CDC) against the coronavirus.

EEO statement:

TEGNA Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We encourage and consider all qualified candidates regardless of race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, enrollment in college or vocational school, political affiliation, veteran status or genetic information. TEGNA complies with all applicable laws related to accommodations.

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Job Snapshot

Employee Type

Full-Time

Location

Phoenix, AZ

Job Type

Information Technology

Date Posted

05/18/2022

Job ID

12968/11274/61143

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