Technical Support Specialist II

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.

• Serve as the first point of contact for IT support via phone, email, chat, and ticketing, providing first level troubleshooting and resolution 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 (Power Shell, 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.

• 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…