Job Details

Requisition Number 17-0053
Title IT Support Analyst II
Job Type Full Time Regular
Union Unaffiliated
Location Denny
City Seattle
State WA
Work Schedule M-F 9AM-5:30PM w/on call rotation
Description The Seattle Times is seeking a creative, motivated, and positive self-starting IT Support Analyst - Level 2. This role will participate in troubleshooting level 2 issues from the Service Desk and End User Computing teams for PC and Mac OS. Provide additional assistance to other hardware team members as needed to ensure timely resolutions to computing incidents.

The IT Support Analyst II commits to delivering an outstanding customer experience while gaining business partner confidence and loyalty through skilled problem solving and resolution follow through. 

Main Responsibilities
•Provide escalation support for complicated or difficult computing issues not able to be addressed by Tier 1 resources.
•Serve as an escalation point for issues and questions on service desk tickets
•Provide hardware and software support/troubleshooting of Mac and PC
•Respond to and resolve tickets in a timely manner with urgency and proper prioritization
•Assist with patch implementation and corrective actions needed to mitigate incidents
•Ensure all tickets requiring follow-up work and/or calls are resolved
•Accurately and thoroughly complete request tickets for all work
•Troubleshoot PC/MAC related problems for end users
•Test and image desktops and laptops as needed
•Use standard program / project management tools and techniques appropriately.
•Ensure that software application release / deployment plans are correct and gain agreement with project managers and application owners.
•Contribute to the Service Desk knowledgebase
•Additional assistance to other hardware team members as needed to ensure timely resolutions to computing incidents.
•Participate in Change Management meetings to discuss release scope and/or roadblocks
•Learn and keep up to date with service desk policies, procedures and offered services
•Identify areas for improvement and integration in key processes
•Other duties as assigned from various I&O groups

The Seattle Times serves the Northwest with thoughtful, independent, Pulitzer Prize-winning journalism that impacts our community. As a news media company with a laser focus on journalistic standards and excellence, we provide clarity above the content clutter and engage readers across print and digital platforms to provide news that matters where, when and how they want it. Founded in 1896, The Seattle Times remains a family-owned business with deep roots in principled, investigative news coverage and service to our community.

The Seattle Times is an Equal Opportunity Employer. We offer competitive benefits and a work-life balance.
Requirements Requirements
•Strong customer service experience
•Expert-level working knowledge of Active Directory (Sites and Services, Users and Computers, etc)
•Ability to prioritize incidents appropriately for best resolution times
•Experience troubleshooting MS Office suite/Office 365 issues
•PC and Mac Operating systems
•Ability to interact with staff at all levels and to work under minimal supervision
•Expert-level knowledge of Windows 7, 8, 10 and Mac systems
•Significant experience with use of IT Ticketing systems
•Flexible schedule to accommodate coverage if needed
•Experience with Skype for Business (with voice)
•CompTIA A+ or equivalent

Preferred: Experience working with Dell’s KACE End Point Management tool a plus; ITIL v3 Foundation certified
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