Enterprise IT Support Technician (Virtual)
Lee Enterprises Inc
Davenport, IA
Full-time
Information Services / Technology (IT)
Posted on November 1, 2022
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 remote desktop 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 at one of our 77 enterprises listed on our website https://lee.net/markets/ , including remote support for all others. Preferred locations: Tulsa OK, Omaha NE, Winston-Salem NC, Bryan College Station, TX.
Position Responsibilities:
Ideal candidates will provide local on-site support at one of our 77 enterprises listed on our website https://lee.net/markets/ , including remote support for all others. Preferred locations: Tulsa OK, Omaha NE, Winston-Salem NC, Bryan College Station, TX.
Position Responsibilities:
- Provide remote support to users within our organization across various computer systems to quickly form solutions to technical problems with ability to resolve issues quickly and effectively.
- 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.
- Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
- Develop written solutions and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
- Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions.
- Perform various IT Security related functions including, creating, maintaining, and removing user access to various systems
- Collaborate with technical staff and clients to establish goals and objectives for system improvements. Contribute ideas for improvement in daily and long-term procedures or processes to improve efficiency and customer satisfaction.
- Flexible shifts required and participation with other IT colleagues to handle an on-call rotation which require evenings and weekends.
- Travel to company properties to complete work functions, if required.
- A bachelor's degree in computer science or minimum of 2-5 years of related technical experience. A+ or ITIL certifications a plus.
- Minimum of 2 years' experience with proficiency with Windows operating systems, Microsoft Office applications, including desktop and laptop computers.
- Hardware and basic networking support experience.
- Active Directory management and maintenance experience, including working with computer and user objects, server, printers, and application permissions, Group Policy, etc.
- Experience supporting VPN clients, remote control tools including TeamViewer or RDP, including support and setup of Android, iPhones, iPads, and other PDA devices is desired.
- Strong communication skills, both written and verbal.
- Must have the ability to remain calm and professional in all circumstances.
- Critical thinking skills to quickly identify problems, evaluate solutions and provide troubleshooting procedures and recommendations with ability to execute troubleshooting procedures.