Tech Support II

MediaNews Group•Denver, CO

6d•$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 includes in-depth troubleshooting and resolution for 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. This is a remote position, but candidates must reside in Colorado, Illinois, Pennsylvania, or Minnesota.

Requirements

Advanced IT troubleshooting skills across desktop computers, laptops, and Apple products.
Troubleshooting skills supporting manufacturing technologies.
Strong customer service skills and ability to manage stressful, complex support situations with professional communication.
Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP, as they relate to desktop support and connectivity.
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 administration and advanced use of help desk ticketing systems and remote support tools.
Experience with Active Directory user and computer object management, such as 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 the required pre-employment checks.

Responsibilities

Provide technical support to employees by phone, chat, and in person, serving as an escalation point for Level 1 support.
Respond promptly 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 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.
Stay current on technologies and changes in supported hardware, software, and enterprise operating systems, including participation 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.