IT Help Desk Support Analyst

Open date: 2008/06/23 | Close date: 2008/09/30

GateHouse Media, Inc. is seeking an IT Help Desk Support Analyst

Position Purpose:

This position provides first-level help desk support to the GateHouse Media user community. Reporting to the Director of Information Technology, this person will perform a full range of systems operations requiring knowledge of operating systems and application software programs. As a member of the Information Technology (IT) team, the position collaborates with other members to provide an IT environment that is consistent with the goals of GateHouse Media, as well as, meet the needs of the staff and customer.

Special Conditions

• Occasional off-hour support duties
• Possible travel between GateHouse Media properties

RESPONSIBILITIES

Administration

• Apply operating system updates and configuration changes
• Install and configure new hardware, software and networking components
• Help manage licensing needs
• Creation and/or management of system configuration documents

Support

• Respond to technical incidents, interactions, and inquiries in a thorough and professional manner
• Provide first class hardware and software support while maintaining courteous and friendly demeanor
• Converse with team members and end-users about actions taken to resolve incidents
• Add, remove, or update user account information, reset passwords, etc.

Backups

• Acquire and analyze data backup performance information, identify areas of concern, and propose design changes to rectify performance issues
• Provide after-hours support for data backup environment and perform valid data restore requests
• Manage tape cartridge population and schedule, monitor, and troubleshoot data backup jobs
• Administer Enterprise software to ensure data is available, secure, and recoverable

QUALIFICATIONS AND COMPETENCIES

Technical Knowledge and Skills

• Advanced working knowledge of Windows PC environments.
• Troubleshooting and problem solving hardware, software, printing, networking and file issues.
• Remote support experience using Remote Desktop applications.
• HP printers, fax machines, and copiers.
• Procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
• Techniques for explaining technical concepts and procedures to non-technical users.
• Citrix server and client experience a plus.

Communication Skills

• Must be a team player, ability to participate in a team environment.
• Good oral and written communication.
• Good follow-up and customer service.
• Follow processes related to job.

Physical Requirements

• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions.
• Strength to lift and carry objects weighing up to 50 pounds.
• Vision to read printed materials and a computer screen
• Hearing and speech to communicate in person and over the telephone.

Knowledge and Skills

• Troubleshooting and solving hardware and software problems.
• Instructing users on new or upgraded computer applications and hardware. Training new users on desktop systems and workflow processes.
• Using initiative and independent judgment within established guidelines and procedures.
• Communicating effectively with co-workers.
• Ability to thrive in high-demand high-pressure situations
• Ability to express thoughts and ideas clearly

Education and Experience

Education:

• Two years of college level course work in computer science, information technology or a related field. Bachelor’s degree preferred.

Experience:

• 2+ years providing end-user support.
• Previous IT Help desk experience preferred.

Please mail, fax, or email a cover letter, and resume to:

GateHouse Media, Inc.
c/o Human Resources
350 Willowbrook Office Park
Fairport, New York 14450
FAX: (585) 486-1253
CorporateHR@gatehousemedia.com

No phone calls please

GateHouse Media, Inc. is an Equal Opportunity Employer.