Technical Support Specialist II

The Los Angeles Times, 2300 E. Imperial Hwy, El Segundo, California, United States of America Job Description The Technical Support Specialist serves as the primary point of contact for employees seeking IT End User, and business application support services and coordinates with infrastructure teams on escalations. The Specialist owns issues through root cause identification and resolution, minimizing escalation, and actively reducing recurring ticket volumes through knowledge management and process improvement while delivering exceptional customer service. The Specialist provides timely technical assistance, troubleshoots hardware and software issues, manages user accounts, enables access, and supports the onboarding and offboarding technology needs of employees working closely with level 2 and 3 IT support towers so employees have the tools, applications, and system access necessary to perform their jobs effectively. Success is measured by responsiveness, issue resolution, customer satisfaction, and the ability to maintain a seamless technology experience in a fast‑paced newsroom and corporate environment. Responsibilities Serve as the first point of contact for IT support via phone, email, chat, and ticketing, providing first level troubleshooting and resolution of hardware, software application, and network connectivity issues; own the user communication loop and resolution confirmation, escalating to Tier 2 and 3 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. Assist employees 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 employees 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 and develop and document runbooks to prevent repeat occurrences, targeting measurable reductions in repeat ticket categories. Utilize scripting (PowerShell, Bash, or equivalent) to automate repetitive helpdesk tasks, including account provisioning, software deployment, and device configuration. 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 Tier 2 engagement. Identify opportunities to improve standard operating procedures, automation scripts, runbooks, documentation, and the overall employee technology experience. 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 3+ years of experience in an IT Help Desk, Service Desk, Desktop Support, End User Support, Application Support or Technical Support OR 5+ 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 employees 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. 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. The L.A. Times is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive. The pay scale the Company reasonably expects to pay for this position at the time of the posting is $34.62 to $37.50 and takes into account a wide range of factors including but not limited to skill set, experience, training, licenses, certifications, and other business or organizational needs. Compensation will be determined based on the above factors along with the requirements of the position. #J-18808-Ljbffr