Digital Employee Experience (DEX) Support Analyst
About The Position
The Digital Employee Experience (DEX) IT Support Analyst supports day-to-day operations of the company's Digital Employee Experience service and aids in the deployment of new IT systems and policies for end-users, Physically in the Denver office but able to assist and work with the European team members. The position involves offering technical assistance for software, hardware (Compute & Network), and other computer systems, including troubleshooting and diagnostic testing. The role supports a broader global engineering team with development and operations of the DEX platforms whilst balancing executive,end user support with engineering tasks. This position serves as the internal "face" of IT and acts as a liaison to ensure high-quality service delivery to the business.
Requirements
- Previous experience in IT support and customer service.
- Solid understanding of computer systems, security, networks, databases, data storage, and telecommunications.
- Strong troubleshooting and diagnostic skills.
- High computer literacy and organizational abilities.
- Excellent written and verbal communication.
- A bachelor's degree in Information Technology, Computer Science, Information Systems, or related fields.
- Strong interpersonal skills to communicate effectively across the organization.
- Being an excellent team player.
Responsibilities
- Serve as the first point of contact for technical assistance via multiple communication channels including chat, email, phone, and face-to-face.
- Provide Executive, EA, PA support
- Manage A/V equipment and meeting rooms.
- Oversee platform engineering including office infrastructure and manage call, ticket, and mailbox queues to meet service level agreements (SLAs).
- Perform remote troubleshooting using diagnostic techniques and guide customers through problem-solving.
- Escalate unresolved issues to higher-level support.
- Provide accurate information on IT products and services.
- Record and track issues and resolutions in the ticketing system.
- Follow up and update customers on their case status.
- Relay customer feedback to relevant internal teams.
- Analyse reports to identify common issues and propose procedural improvements.
- Train other staff in troubleshooting and diagnostics.
- Perform engineering tasks, design conditional access polices, implement new initiatives from start to end.
- Be part of both engineering and helpdesk and work in both as capacity allows
Benefits
- We offer a competitive salary, bonus, and benefits
- The base salary range is $68,000 to $85,000, based on the level of experience.
- Comprehensive benefit plans (medical/dental/vision) starting on day one
- 401(k) with 100% match up to 10% of base salary in the form of company stock (LBTYK series)
- Discretionary Bonus Incentive (annually)
- Discretionary Equity Grants (annually)
- Paid time off
- Access to a private café, fitness centre, and paid parking
- Liberty Global participates in the E-Verify program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Management of Companies and Enterprises
Number of Employees
5,001-10,000 employees
