Enterprise IT Support Technician (Virtual)

Lee Enterprises Inc   Davenport, IA   Full-time     Information Services / Technology (IT)
Posted on November 1, 2022
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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:
  • 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.
Lee offers a competitive salary and benefits package as well as a challenging and rewarding work environment. Lee Enterprises is a leading provider of local news and information, and a major platform for advertising in 77 markets in 26 states, with daily newspapers, rapidly growing digital products and nearly 350 specialty publications. For more information about Lee, check us out at www.lee.net . EOE