Tech Support II

MediaNews Group•Denver, CO

5d•$65,000 - $85,000•Remote

About The Position

This position provides technical support for complex hardware, operating system, and application issues across the Company. The role troubleshoots and resolves issues involving PC desktops and laptops, Mac desktops and laptops, printers, desktop operating systems, and core business applications. It resolves escalated user issues, performs specialized equipment setups, and contributes to infrastructure maintenance. The position is remote, but candidates must reside in Colorado, Illinois, Pennsylvania, or Minnesota. The role supports employees through phone, chat, and in-person channels; serves as an escalation point for Level 1 support; and responds to emergency and escalated incidents. It also handles equipment configuration and deployment, ticket documentation, knowledge-base maintenance, proactive system maintenance, and security and compliance responsibilities. MediaNews Group was established in 1985 and has more than 4,000 employees nationwide, with more than 100 brands in its portfolio. The company provides print and digital news and marketing services. The position has a salary range of $65,000–$85,000, plus a cell phone stipend. Pay depends on factors including location, education, work experience, time in role, and certifications. Eligible employees may receive company benefits. Recruitment is continuous until the position is filled, and applicants must pass a pre-employment background check.

Requirements

Advanced IT troubleshooting skills across desktops, laptops, and Apple products.
Troubleshooting skills supporting manufacturing technologies.
Strong customer service skills and the ability to manage stressful, complex support situations while communicating professionally.
Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP, as they relate to desktop support and connectivity issues.
Experience with advanced PC and Mac setup, system imaging, profile migration, and in-depth printer diagnostics and repair.
Excellent analytical and problem-solving skills, including identifying root causes and implementing lasting solutions.
Intermediate hardware diagnostic and repair skills, including component replacement, firmware updates, and data recovery techniques.
Familiarity with the administration and advanced use of help desk ticketing systems and remote support tools.
Experience managing Active Directory user and computer objects, including Group Policy troubleshooting and user creation or modification.
Associate degree, relevant certifications, or equivalent experience required.
3–5 years of IT or technical support experience.
Must reside in Colorado, Illinois, Pennsylvania, or Minnesota.
Must be willing to submit to and pass required pre-employment checks.

Responsibilities

Provide technical support to employees by phone, chat, and in person, and serve as an escalation point for Level 1 support.
Respond in a timely manner to emergency and escalated incidents.
Resolve complex hardware and software issues, including application failures, network connectivity problems, and operating system configuration issues.
Configure, deploy, and support computer and equipment setups for various positions, including new employees.
Manage and document help desk tickets, including detailed troubleshooting steps and resolutions.
Contribute to and help maintain the knowledge base.
Perform proactive system maintenance, including advanced software patching, system imaging, and in-depth virus and malware removal.
Keep up to date with supported technologies and changes in hardware, software, and enterprise operating systems, including participating in pilot programs.
Ensure security and maintain compliance with relevant policies, laws, and regulations.
Provide in-depth support for Windows OS, macOS, and core business applications.