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American Public Media Group · 1 day ago

Sr Tech Support Analyst

St Paul, MN

Full-time

Onsite

Mid, Senior Level

$90K/yr - $95K/yr

3+ years exp

American Public Media Group is seeking a Technology Support Analyst to be part of their collaborative IT team. The role involves delivering technical support, troubleshooting technology-related issues, and managing SaaS applications while ensuring smooth IT operations for various media organizations.

Media and Entertainment

No H1B

Responsibilities

Troubleshoot, isolate issues, and implement solutions to technology-related issues in a timely and professional way

Provide support for and manage SaaS applications such as Office365, Entra ID, and SharePoint

Provide frontline support for security operations by triaging tickets and coordinating with APMG’s Managed Security Services Provider (MSSP)

Collaborate with the IT Operations Manager to oversee the lifecycle management of client hardware assets, ensuring timely replacement and optimal performance across Minnesota locations

Oversee and support the operational needs of the KPMC conference rooms, ensuring reliable technology performance and a seamless user experience for meetings and events

Communicate both in-person and remotely via phone or e-mail, with oral and written communications skills that are clear and succinct with a warm customer focus

Educate employees one-on-one and in groups on varying technical topics

Document all incidents, requests, questions, and feedback via the corporate service management ticketing tool

Escalate incidents, requests and questions to Systems Administrator and other members of the IT and/or Technology teams for the most effective and efficient response to customers

Assist in the evaluation, repair, inventory, installation, and disposal of computing hardware and software

Gain feedback from users about their computing experience

Manage internal and user-facing projects and assignments throughout their entire life cycle

Provide overnight and weekend on-call technical support via rotation

Other duties as assigned

Qualification

Windows 11 ProfessionalMicrosoft 365 administrationActive DirectoryTCP/IP networksTechnical supportMacOS experienceMultitasking abilityCustomer service focusProblem-solving skillsInterpersonal skillsWritten communication

Required

Bachelor's degree in computer engineering, computer science, MIS or equivalent experience

3+ years of hands-on IT experience, including:

3 to 5 years of experience with local and remote desktop, laptop and printer support in a service desk and client-side support environment

Experience administering a hybrid Active Directory / Azure Active Directory (Microsoft Entra ID) environment

Experience with TCP/IP networks, routers, and switches

Strong knowledge and experience with Windows 11 Professional, Microsoft 365 apps and services, and current versions of macOS in a hybrid environment

Experience with Microsoft 365 administration, including SharePoint Online, Teams, and Exchange Online, in hybrid environment

Solid understanding and experience with PC and macOS hardware and peripherals

Knowledge of TCP/IP, DHCP and DNS for troubleshooting purposes

Experience with installing, configuring, and troubleshooting multi-function printers (MFPs) and other office devices

Ability to troubleshoot local and remote network access and VPN connectivity from the client side

Strong problem-solving skills; the ability to research problems independently using multiple resources and develop practical solutions

Interpersonal skills; active listening, ability to convey ideas, facts, and technical information, accurately, thoroughly in a manner easily understood by non-technical people

Patience to repeatedly instruct people on the steps to take to solve computer problems

Ability to be fully productive while working independently and with minimal supervision

Excellent and efficient multitasking ability on multiple time-sensitive projects at any given time

Excellent planning and organizational skills

Open to learning and applying new technologies and skills to further develop while advancing the needs of the organization

Good written communication skills for everyday business communication and documentation

Ability to handle a changing flow of issues and information and exercise patience and professionalism during stressful situations

Must have a strong customer satisfaction / service focus

Preferred

Familiarity with Apple device management, preferably using JAMF Pro or comparable MDM solutions

Experience with Active Directory, Group Policy, Azure Active Directory (Entra ID), and modern endpoint management tools such as Microsoft Intune and Configuration Manager (SCCM)

Experience in radio, media, broadcast, or IP-based audio environments (a plus but not required)

Relevant industry certifications such as CompTIA (A+, Network+, Security+), CCNA, Microsoft Certified (Azure Administrator, Endpoint Administrator), Apple Certified Support Professional, or similar

Understanding of ITIL practices and service management fundamentals