Help Desk Analyst

As a Help Desk Analyst, you will be a key member of our IT support team. This position will be responsible for providing technical assistance and support to end users within our organization. You will be responsible for queries, running diagnostics, identifying problems, and implementing solutions. You will be working with different IT teams, corporate departments, business units, consultants, vendors, and service providers to ensure timely resolution of all technical issues while providing excellent customer service.
Responsibilities:
• Respond to user inquiries and technical support requests via phone, email, or ticketing system in a timely manner.
• Diagnose and troubleshoot hardware, software, network, and other IT related problems.
• Provide technical guidance and assistance to end users on the use of various systems, applications, and devices.
• Support of machines on multiple platforms including Windows 10, Windows 11, and multiple versions of the Mac OS.
• Mobile technology support including Intune, iOS, and Android OS.
• Provide remote support via Teams and Bomgar.
• Perform advanced account administrative tasks within Active Directory and Office 365.
• Escalate complex or unresolved issues to appropriate IT teams or senior personnel for further investigation and resolution.
• Install, configure, and maintain software applications, operating systems, and peripheral devices.
• Document all support activities, including troubleshooting steps, solutions provided, and follow up actions, in the ticketing system.
• Collaborate with other IT teams to identify and implement solutions to recurring technical issues.
• Assist in the development and maintenance of knowledge base articles, user guides, and training materials.
• Position works onsite at our NY location. Travel may be required to other TEGNA offices.
Job Requirements:
• Bachelor's degree in Computer Science, Information Technology, or related field. Equivalent work experience may be substituted.
• 1-3 years of technical support experience.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Proficiency in diagnosing and resolving technical issues related to hardware, software, and networking.
• Solid understanding of computer systems, operating systems (ie. Windows/MacOS), and productivity applications.
• Must have intermediate to advanced skills in Active Directory.
• Familiarity with IT service management tools and ticketing systems.
• Ability to prioritize and manager multiple tasks effectively in a fast-paced environment.
• Willingness to work flexible hours and participate in on call rotation schedule.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are advantageous.
Work Environment: Office
Physical Demands: Light work
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.
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
www.TEGNA.com
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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