Technical Support Specialist

Technical Support Specialist

The Technical Support Specialist serves as the primary technical resource for end-user technology support and business application services, handling issues from basic through the most complex, exercising independent judgment to diagnose complex technical issues, identify root causes, implement sustainable solutions, and improve service delivery across the organization. The role owns technical issues from intake through resolution, develops process improvements and automation that reduce recurring support requests, and partners with infrastructure, security, and application teams to ensure a reliable and secure technology environment. Success is measured through technical problem solving, continuous improvement, customer satisfaction, operational efficiency, and the delivery of a seamless employee technology experience.

Responsibilities:

• Serve as the primary point of contact and resolution for IT support via phone, email, chat, and ticketing, providing troubleshooting and resolution of hardware, software application, and network connectivity issues from basic through the most complex; own the user communication loop, research and resolution confirmation, escalating to the manager only when an issue requires elevated system access or specialized expertise not achievable at the Technical Support level.
• Coordinate all IT onboarding and offboarding activities: account creation, equipment provisioning, software installation and workstation setup, and account disablement, equipment recovery, and data compliance handling per the Data Backup, Restoration, and Retention Policy.
• Reset passwords, unlock accounts, and troubleshoot authentication and access issues across multiple business applications. Install, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, monitors, and other peripheral equipment. Provide end-user support for Google workspace, collaboration and video conferencing tools and company-specific applications.
• Install, configure, maintain, and troubleshoot desktops, laptops, mobile devices, printers, monitors, and other peripheral equipment. Provide end user support for Google workspace, collaboration and video conferencing tools and company specific applications.
• Assist users with application access requests, software installations, and technology questions, and ensure compliance with company security standards.
• Document incidents, service requests, troubleshooting steps, and resolutions within the IT ticketing system while maintaining accurate records and service metrics.
• Maintain IT equipment inventory and assist with asset tracking, device deployment, replacements, lifecycle management, warranty/repair coordination, and hardware refresh initiatives.
• Support conference room technology and meeting setup and troubleshooting; educate users on technology best practices, cybersecurity awareness, and proper use of company systems and equipment.
• Assist with technology deployments, software upgrades, office moves, and other IT operational projects.
• Conduct root cause analysis on recurring incidents, identify long-term corrective actions, develop technical standards and runbooks, and recommend operational improvements that reduce recurring support issues.
• Design, develop, and maintain scripting solutions (PowerShell, Bash, or equivalent) that automate administrative processes, improve operational efficiency, and reduce manual effort across the IT support function.
• Author, maintain, and improve knowledge base articles and self-service documentation to increase user-level issue deflection and reduce inbound ticket volume.
• Monitor endpoint health, patch compliance, and EDR alert queues; take corrective action on out-of-compliance devices without requiring escalation.
• Evaluate existing support processes, identify opportunities for operational improvement, recommend technology solutions, and independently implement approved enhancements that improve service quality, efficiency, and user experience.
• Analyze service desk trends, recurring incidents, and operational metrics to identify opportunities for process optimization, automation, and service improvements that enhance organizational productivity.
• Perform other duties as assigned.

Requirements:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Management Information Systems (MIS), Cybersecurity, or a related field, and 4+ years of experience in an IT Help Desk, Service Desk, Desktop Support, End User Support, Application Support or Technical Support OR 6+ years of experience in an IT Help Desk, Service Desk, Desktop Support, End User Support, Application Support or Technical Support.
• AV/conferencing system administration with Zoom, Google Meet, or equivalent beyond setup assistance.
• Demonstrated ability to perform root cause analysis and document resolution patterns across recurring technical issues.
• Working proficiency in PowerShell, Bash, or equivalent scripting language for task automation and bulk administrative operations.
• Experience administering MDM platforms (ManageEngine EndPoint Central, Jamf Pro, Kandji, Intune, or equivalent), including policy enforcement, device enrollment, and compliance reporting.
• Demonstrated experience providing direct customer support and troubleshooting technical issues in a fast-paced business environment.
• Experience supporting Google Workspace, Microsoft WinOS, Apple macOS, and Microsoft Office 365.
• Experience creating and managing user accounts, password resets, and access permissions using Active Directory, including group policy management, conditional access configuration, and Entra ID/Azure AD administration.
• Experience utilizing IT Service Management (ITSM) ticketing systems such as ManageEngine ServiceDesk Plus, Jira, ServiceNow, Zendesk, or similar platforms, with demonstrated experience using ticket data to identify recurring issue trends and generate shift-left improvement recommendations and resolve support requests.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent customer service, interpersonal, and communication skills with the ability to support users of varying technical skill levels.
• Ability to explain technical concepts and solutions in a clear, professional, and user-friendly manner.
• Working knowledge of password and identity management, mobile device support, basic networking concepts, printers, peripheral devices, and endpoint hardware.
• Strong organizational skills with the ability to prioritize multiple requests and manage competing deadlines while maintaining a high level of service.
• Ability to work independently while collaborating effectively with cross-functional teams and business partners.
• High level of professionalism, discretion, attention to detail, and commitment to protecting confidential information.
• Ability to adapt quickly in a fast-paced newsroom environment where priorities and business needs may change rapidly.
• Experience with endpoint detection and response (EDR) tools for basic triage and alert investigation.
• Experience supporting employee onboarding and offboarding processes, including equipment provisioning and system access management
• Demonstrated ability to exercise sound independent judgment when evaluating technical issues, prioritizing competing business needs, and implementing appropriate technical solutions.
• Demonstrated experience identifying operational improvements, developing technical standards, and implementing process enhancements that improve service delivery.
• Ability to analyze technical trends, evaluate support metrics, and make recommendations that improve operational efficiency and user experience.

Preferred Qualifications:

• Experience with endpoint detection and response (EDR) tools for basic triage and alert investigation.
• Familiarity with ITIL shift-left principles and experience contributing to a tiered support model reduction strategy.
• Experience supporting hybrid or remote work environments is a plus.
• Experience supporting employee onboarding and offboarding processes, including equipment provisioning and system access management, is preferred.
• CompTIA A+ certification or equivalent.
• Microsoft/Google certifications or other relevant technical certifications.
• Experience supporting media, publishing, or newsroom operations.
• Familiarity with audio/video conferencing technology and collaboration platforms.
• Experience leading technical initiatives, process improvement efforts, or automation projects without formal supervisory responsibility.