It Support Technician

Lee Enterprises is looking for an individual interested in a rewarding job that utilizes your problem-solving skill in a challenging and fast-paced environment.  We are looking for talented, technical problem-solvers to join our team to provide superior technical IT support with exceptional customer service that any individual would seek to encounter. This self-starter position handles monitoring, troubleshooting and resolving incoming technical requests received through phone calls, chats or requests logged directly through our web portal. Ideal candidates will provide local on-site support for the Munster, Indiana, Omaha, Nebraska or Bristol, Virginia sites.  The ideal candidate must live in or near one of these locations and will work a hybrid work schedule. 

Shift and schedule:  40 hours per week, Monday to Friday, weekends as needed, quarterly on-call.

Duties and Responsibilities:

• Technical Support: Provide technical assistance and support to end-users by resolving hardware, software, and network issues via phone, logged portal requests, chat or email. Troubleshoot problems related to desktops, laptops, printers, mobile devices, operating systems, applications, and network connectivity.  Provide remote support to users within our organization across various computer systems to form solutions to technical problems with the ability to resolve issues quickly and effectively.
• Incident Management: Receive and respond to IT support tickets, prioritize and manage incidents based on their urgency and impact. Ability to prioritize issues based on severity and immediacy with ability to escalate items based on business impact to other teams and colleagues in a quick and effective manner.  It requires problem solvers who can find creative solutions to an issue.
• Problem Resolution: Analyze and diagnose technical problems to identify the root cause. Develop and implement solutions to prevent recurring issues. Document troubleshooting steps and resolutions for future reference.
• System Administration: Perform administrative tasks such as Active Directory user account management, password resets, group membership changes, distribution groups and other AD functions and enterprise applications.
• Customer Service: Provide excellent customer service and ensure a positive user experience by effectively communicating technical information to quickly resolve issues and ensure customer satisfaction. Follow up with users to ensure problem resolution and user satisfaction. 
• Documentation and Knowledge Management:  Develop accurate written solutions and up-to-date documentation of troubleshooting procedures for IT systems, configurations, and procedures. Contribute and oversee the knowledge base by documenting common issues, resolutions, and best practices to facilitate self-service and improve support efficiency.

• Hardware and Software Maintenance: Install, configure, and upgrade hardware components and peripherals when on-site support, if required. Install and update software applications and operating systems.

• Network Support: Assist in troubleshooting network-related issues, including LAN/WAN connectivity, wireless connectivity, and VPN access.

• Asset Inventory and Security:   Collaboratively update IT asset inventory, encryption and patch Windows and 3rd party applications for workstations to ensure patches and updates are applied in a timely manner, maintain compliance and remediate vulnerabilities.
• Creating Standard Procedures: We create basic procedures with guides to standardize internal operational processes for supporting and implementing software/hardware best practices. This allows us to deliver consistent results. Contributes to the overall success by identifying ways to continuously improve.  Supports department initiatives and goals, identifies ways to enhance training effectiveness-internally with the team and with our customers within the Enterprise.

• IT Project Support: Collaborate with technical staff and clients to establish goals and objectives for system improvements and implement various projects such as system upgrades, migrations, and deployments. Assist in testing and deploying new hardware or software solutions. Contribute ideas for improvement in daily and long-term procedures or processes to improve efficiency and customer satisfaction.
• Trending and Analysis:   Work with the team to identify system performance through audit and analysis to summarize data with trend identification.
• Flexible shifts required and participation with other IT colleagues to handle a quarterly on-call rotation or as required, including evenings and weekends.
• Travel to company properties to complete work functions, if required.
• Other duties as assigned.

Qualification requirements:  

The successful candidate requires a highly experienced customer service professional with a strong background in operational support and technical aptitude.

• Bachelor's degree or equivalent work experience.  Bachelor's degree or equivalent work experience.  A+ or ITIL certifications a plus.

• 5+ years of IT Technical and IT Support experience.  Newspaper experience a plus. 

• Active Directory management and maintenance experience, including working with computer and user objects, server, printers, and application permissions, Group Policy, etc.
• Application and Administration tools desired:  Manage Engine AD Manger Plus, Endpoint Central, AD Manager, TeamViewer, Slack, Outlook 365, Cisco AnyConnect VPN, Remote Desktop, pc cloning/imaging, including support and setup of Android, iPhones, iPads, and other PDA devices.

• Superior problem solving and analytical skills, Project and process management experience, including strong interpersonal and communication skills.

• Critical thinking skills to quickly identify problems, evaluate solutions and provide troubleshooting procedures and recommendations with ability to execute troubleshooting procedures.
• Exceptional time-management, process improvement, organizational and team building skills.
• Hardware and basic networking support experience.
• Experience managing metrics, ensuring customer satisfaction. Ability to prepare and present reports on the operation including statistical performance levels.
• Strong communication skills, both written and verbal.  Must have the ability to remain calm and professional in all circumstances.