The Hearst Enterprise Technology department provides IT services and support for all Hearst Divisions globally. This Group is responsible for ServiceDesk services & support, desktop support and all end user technology support.
As part of the end user support services team, this position is responsible for providing Level-2 technical support for the end users regarding issues with hardware and software for PC and MAC desktop and laptop computers, network connectivity from home and office, all types of printers, corporate email, handheld devices, scanners, and a multitude of software applications including but not limited to all Microsoft O365 suite of products. This position ALSO is responsible for providing backup Level-1 support to the Service Desk.

This position reports into the US Service Desk Associate Director. 

Qualifications

•    Provide day to day support for the end users in regard to their PC and MAC hardware and software needs and applications.
•    Experience supporting, imaging, troubleshooting MAC OS and MAC applications a MUST!.
•    Assist the end user in a timely resolution of any issues they may have regarding software and or hardware problems
•    Interact with Helpdesk staff, as well as provide backup Helpdesk support including taking calls, working Helpdesk ticket and chat. Queue.
•    In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, device drivers, and associated peripherals.
•    In depth knowledge of the Microsoft O365 of applications -- Word, Excel, PowerPoint, Outlook, ETC
•    Ability to configure and troubleshoot email clients such as Microsoft Outlook.
•    Work with other IT groups to resolve issues out of scope
•    Work in a professional and constructive corporate environment.
•    Document and record procedures for new hardware and software
•    Configure, deploy and support mobile devices such as Android, and iPhones for all users.
•    Lead and supervises IT projects as directed by the Regional Manager
•    Work with Configuration Management systems servers such as SCCM & JAMF.
•    Maintains Universal Computer image and Software Packages
•    Monitors and reports on Software/Hardware compliance
•    Administers software updates & patch management for desktop environment

•    Provides leadership to technical analysts by instructing and teaching creating, updating, and teaching new processes.
•    Documents and updates desktop support processes
•    In depth knowledge of Azure AD & On-Prem AD administration
•    Familiar with anti-virus/ Malware protection  
•    Understanding of login scripts.
•    Identifies software application, network and hardware malfunctions and takes appropriate action to resolve

Desired Skills

•    5+ years of IT experience
•    Proven experience in progressive IT roles within a large, complex organization with diverse lines of business and systems
•    Bachelor's degree in a technical discipline or equivalent working experience
•    Experience in delivering support to a diverse company
•    Provide a proven ability to communicate effectively throughout all levels of associates and with those from diverse cultural backgrounds
•    Excellent analytical and problem-solving skills
•    Excellent communication, presentation, influencing, and relationship- building skills
•    Ability to connect and guide teams through rapid change and maintain focus on the delivery of strategic initiatives
•    Demonstrated success guiding large scale initiatives across an enterprise
•    Willingness to travel depending on current needs
•    Have a “can do” attitude regarding all aspects of support while working for the IT Department of the company.
•    Great research and troubleshooting skills to obtain quick effective solutions for complex network, software or hardware issues that are not familiar to our Desktop support group.
•    Work either in a team environment, or alone, with minimal supervision and still provide a very high level of service, support, and work ethic.