IT Help Desk / Telecommunications Call Center Support

Gannett Co., Inc. seeks outstanding technology professionals to provide desktop, network and telecommunications support and work at our Circulation Department’s Inbound Customer Service Center of Excellence (COE) in Greenville.

This is a chance to be a part of our new, state of the art call center operation. Must be customer focused, motivated, possess excellent communication skills and have call center experience. We are looking for talent in the following areas:

•IT PROJECT LEADER (Greenville)
Reports to Director, Voice & Data Communications in Gannett’s Corporate IT department. Responsible for leading desktop and telecommunications support in the COE. The IT Project Leader is responsible for leading the desktop and telecommunications support team in the Gannett Circulation Department’s first Center of Excellence (COE 1). This includes ensuring that all hardware and software is installed and maintained while ensuring optimal workstation performance. The IT Project Leader will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. Resolves hardware and software problems expeditiously and with minimum disruption to computer/phone system users and coordinates hardware repairs with vendors, when appropriate. Installs personal computer related hardware and software according to schedule, scope of objectives, and standards.
Proficient with managing server backup. Installs/configures new equipment. Assists users with using desktop software when appropriate. Assists with network software installation and problem troubleshooting. Maintains desktop, terminal, and printer hardware & software documentation. Assists the COE management with administration of the Avaya CMS and Witness reporting systems. Provides technical and customer service leadership to the COE staff and the IT Specialists. Trains COE management, supervisors and IT staff in the use of the telephony applications. Primary system administrator for ACD, Work Force Management, IVR, Call Detail Recording applications. Responsible for troubleshooting and escalating voice and data network problems. Supports on-call schedule and response to priority incidents as needed.

IT SPECIALISTS (Greenville)
Reports to IT Project Leader. Responsible for providing desktop and telecommunications support in the COE. The IT Specialist is responsible for supporting and maintaining computer systems, desktops, laptops, peripherals, and software in the Gannett Circulation Department’s first Center of Excellence (COE). This includes installing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The IT Specialist will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. The IT Specialist will assist the IT Project Leader with telephony application/system/trunking administration as well as configuration, installation and repair coordination. Shares responsibility for LAN administration. Resolves hardware and software problems expeditiously and with minimum disruption to computer/phone system users and coordinates hardware repairs with vendors, when appropriate. Installs personal computer related hardware and software according to schedule, scope of objectives, and standards. Proficient with managing server backup. Installs/configures new equipment. Assists users with using desktop software when appropriate. Assists with network software installation and problem troubleshooting. Maintains desktop, terminal, and printer hardware & software documentation. Supports on-call schedule and response to priority incidents as needed. Responsible for maintaining appropriate security measures for workstations and servers. Responsible for troubleshooting and escalating voice and data network problems. Completes desktop related projects as assigned.

Gannett Co., Inc. is a Fortune 500 news, information and media industry leader that publishes 90 daily newspapers, owns and operates 23 broadcast stations and 130+ websites in the USA. Gannett is the USA's largest newspaper group in terms of circulation which includes USA TODAY, the nation's largest-selling daily newspaper. Please go to www.gannett.com to learn more about our dynamic company!
REQUIREMENTS
BS in MIS, Computer Science, Engineering or related and 1-3+ years IT and Avaya experience in mid to large call center desired. Understands Interactive Voice Response (IVR) technology. Proficient with Avaya CMS configuration and administration. Proficient with Avaya PBX and Witness applications. Demonstrated ability for troubleshooting application and operating system problems in a Windows environment. Demonstrated ability for supporting both thin and thick clients. Proficient with managing server backup. Understanding of Microsoft office component. Understanding of networking concepts within a Microsoft environment. Understanding of Citrix Presentation Server. Understanding of user management with Microsoft Active Directory. Excellent interpersonal skills. Ability to coordinate several tasks simultaneously. Detail oriented and able to react to change productively.

If you have the desire to join a winning TEAM, rush resume and salary requirements to [Click here for email]; Mail to Gannett Co. Inc., Staffing and Diversity, 7950 Jones Branch Drive, McLean, VA 22107. Join the TEAM! EOE