Technical Support Technician

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Job description

The Technical Support Technician is member of the Production Support team. The primary role of the Technical Support Technician is to establish and maintain the working relationship with the end-user ensuring confidence in the work process and IS department's focus on quality service. The Technician will accomplish this by providing real-time problem resolution by interfacing with end-users, IT Help Desk and other IS staff as necessary.

Essential Duties & Functions

• Monitor critical production systems within the Data Center, perform initial problem troubleshooting and resolution, and communicating systems status to key managers.
• Perform basic desktop troubleshooting and problem resolution services, in response to end user complaints and other user inquiries, maintain overall ownership of assigned trouble tickets to resolution. This will include bringing together others in IS to manage problem resolution.
• Query call-tracking system to ensure that all problems are handled to resolution in an expeditious and professional manner
• Configure and install new PCs, including the installation of operating system (MS Windows, Mac OS/X) and general application software (e.g. MS Office, Adobe products, MS Outlook).
• Perform upgrades of existing PCs, including migration from prior operating systems and application versions
• Configure and install printers and other peripherals
• Configure laptops for remote connectivity
• Maintain compliance with relevant regulatory requirements (PCI), company policies, including appropriate inventory control policies and data center access procedures
• Disconnect, reconnect and test hardware, in support of relocations
• Service user requests and provide ongoing status, utilizing the Work Order and Problem Ticket features of help desk application
• Perform basic desktop troubleshooting and problem resolution services, in response to Help Desk Problem Tickets and other user inquiries
• Initiate daily back-up scripts for the Publishing Systems and Windows Server environment, as required
• Assist in the automation of manual processes to promote future efficiencies
• Assist in ongoing, cross-training efforts as required

Essential Job Knowledge & Skills

• Associate's degree or better in Technology or Computer Science or related years of work experience.
• Minimum of five (5) years of help desk or desktop support experience.
• Comprehensive knowledge of Microsoft Windows server and desktop operating systems, and knowledge of Microsoft Office products such as Word, Excel, PowerPoint and Outlook.
• Working knowledge of network protocols and services such as tcp/ip, ftp, http, WAN and VOIP.
• Macintosh problem diagnosis and installation experience.
• Knowledge of Unix operating system basics (Solaris, Linux).
• Strong customer service orientation.
• Ability to research and resolve problems using a variety of resources, tools and internal contacts.
• Strong case management and time management accountability.
• Proactive attitude coupled with initiative in order to guarantee efficient support.
• Excellent verbal and written communication skills are required.
• Effective professional relationship building skills.
• Strong analytical, communication and project management skills.
• Must have the ability to work effectively with internal customers, IT management and staff.
• Ability and willingness to work a flexible and varied schedule to include weekends, holidays and extended hours as needed to support business needs.

Physical Requirements

• Ability to carry/lift up to 30 lbs on occasion depending on product or materials.
• Ability to push/pull up to 80 lbs (such as monitors, desktop, printers, etc)

Compensation

• The hourly base rate range for this role is $30 - $33.65/hr commensurate with experience.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of the changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended according to the business needs. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will employment relationship.

Due to the nature of the media industry, employees may be required to work varying schedules to reflect the business needs of the operation which may include evenings, overnights, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The employee will actively follow Newsday Media Group policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

Newsday Media Group is an equal opportunity employer. Applicants and incumbents are selected, placed, trained, compensated and promoted without regard to race, color, religion, sex, national origin, age, marital or veteran status, or disability or other classifications protected by applicable law. In addition, Newsday Media Group provides a reasonable accommodation for applicants/incumbents with disabilities. Please advise Human Resources if you require a reasonable accommodation.

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