Tech Support II
Summary: This position provides technical support for complex hardware, operating system, and application issues across the Company. This includes in-depth troubleshooting and resolution for PC desktops, PC laptops, Mac desktops, Mac laptops, printers, and various desktop operating systems and core business applications. This role is responsible for resolving escalated user issues, performing specialized equipment setups, and contributing to infrastructure maintenance. Although this is a remote position, candidates must reside in CO, IL, PA, or MN. What you will do: Provide technical support to employees via 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 in the ticketing system, ensuring detailed notes on 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 new technologies and changes in hardware, software, and enterprise operating systems supported by the company, often 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 What you will bring: Advanced IT troubleshooting skills across a variety of desktops, laptops, and Apple products Troubleshooting skills in support of manufacturing technologies Strong customer service skills with the ability to manage stressful, complex support situations while maintaining professional communication Solid understanding of networking fundamentals (TCP/IP, DNS, 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, with the ability to identify root causes and implement 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 with Active Directory user and computer object management (e.g., Group Policy troubleshooting, user creation/modification) Associate degree, relevant certifications or equivalent experience required 3-5 years of IT/tech support experience Benefits and Compensation: The salary range is $65,000 - $85,000 + cell phone stipend. Pay is based on several factors including but not limited to geographic location, education, work experience, time in role, certifications, etc. In addition to your salary, the Company offers eligible employees a variety of benefits including medical, dental, life and disability insurance, 401k, as well as paid time off and select paid holidays (all benefits are based on eligibility). Please click the following link for more detailed information: www.mymedianewsgroup.com Who we are: At MediaNews Group, our employees are our greatest asset. MediaNews Group (MNG) was established in 1985 and has over 4,000 employees nationwide including subsidiaries and other corporate affiliates. There are more than 100 different brands within our portfolio. In addition to our print products, we are a client-centric digital organization that brings scale, precision, and sophistication to digital marketing. Leveraging the belief that people matter as much as technology, our suite of products, including Adtaxi, helps advertisers solve complex marketing challenges with custom, performance-driven solutions. Readers turn to us for all the news and information that matters to them nationwide. Adtaxi is an exclusive program with the ability to reach 196M or 95% of the U.S. wired population that was established in 2010. Learn more at www.medianewsgroup.com. “4x Built In Best Places to Work Winner - 2023-2026” EEO Statement: We are an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. How To Apply: Please submit an online application along with your resume for this position here Closing Date: Continuous recruitment until the position is filled Conditions of Employment: A full pre-employment background check will be conducted as part of the selection process. Must be willing to submit and pass the necessary required checks #LI-TG1 #LI-REMOTE