[Hiring] IT Service Desk Technician @Lee Enterprises

Role Description

The IT Service Desk Technician is a detail-orientated and customer-focused individual who utilizes problem-solving skills in a challenging and fast-paced environment. This role is essential in monitoring, troubleshooting, and resolving incoming technical requests received through phone calls, chats, or our ticket system.

• Serve as the first point of contact for technical support requests.
• Troubleshoot and resolve issues related to:
  • Desktop/laptop hardware and peripherals
  • Software (e.g., Adobe Creative Suite, Office 365, etc.)
• Support email, VPN, and remote access for field reporters and editors.
• Assist with user account setup, password resets, and access permissions.
• Log all support interactions in the help desk ticketing system and escalate complex issues as needed.
• Maintain, create, and update internal documentation and knowledge base articles/solutions.
• Provide support during normal business hours in a team environment.
• Provide support after normal business hours in an on-call rotation environment for critical issues.
• Remote position with the potential for onsite support as requested/needed based on the needs of the business.

Qualifications

• High school diploma or equivalent; associate degree or IT certification preferred.
• 2-4 years of experience in a help desk or technical support role.
• Familiarity with Windows/macOS, Microsoft Office 365, and remote support tools.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, deadline-driven environment.
• Willingness to work flexible hours, including early mornings, evenings, or weekends to meet the needs of business in a war room type support environment.

Requirements

• Understanding of ITIL Foundation Concepts.
• Basic knowledge of networking, Entra ID, Office 365 platforms and apps including SharePoint, OneDrive, and Microsoft Legacy Apps, e.g., Word, Excel, PowerPoint, and cloud-based services.
• Microsoft 365 Endpoint Administrator Associate Certification.

Benefits

• Competitive wages in a dynamic, interesting work environment with career growth opportunities.
• Extensive benefit program that can be personalized to your needs, including:
  • Medical, dental, vision insurance
  • Short and long-term disability
  • Company provided life insurance and supplemental life insurance
  • 401K retirement plan with company match
  • Generous paid time off, including paid parental leave for new parents

Company Description

Lee Enterprises is a major subscription and advertising platform and a leading provider of local news and information, with daily newspapers, rapidly growing digital products and nearly 350 weekly and specialty publications serving 72 markets in 25 states. Our core commitment is to provide valuable, intensely local news and information to the communities we serve.

Lee Enterprises is proud to be an equal opportunity employer. We are committed to attracting and retaining a workforce whose diversity reflects the communities we serve. Lee embraces change, and we recognize that we must create and maintain a culture of fervent inclusion.

We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications above, we encourage you to apply.