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We are hiring a System Support Technician for our Washington DC Bureau. In this role, you will be the primary technician providing onsite support for end users. On a daily basis, you will be responding to a variety of routine to complex technical assistance requests regarding computer hardware, software, networks, and telephone systems problems, as well as installing, configuring and maintaining network hardware and software.
Provide routine to advanced technical support for MS Windows and macOS workstations, networks, telecommunications and related equipment/software
Timely response to users requests and questions
Troubleshoot and repair routine to complex hardware and software, phone system, and miscellaneous system problems logged Cherwell Ticketing system or assigned by management, and communicate results and status to end user
Assist offshore and onshore teams to configure, install, monitor & maintain network hardware and software, including troubleshooting PCs to isolate and diagnose common network problems.
Perform system adds, moves and changes as required, ensures and installs related programming.
Upgrade PC and Mac hardware and software components
Document implemented solutions and support requests
Provide hardware and software related training, technical assistance and support to computer users
Act as a project lead or member of assigned team and actively participate in a variety of related meetings
Assist in installs and maintenance of telecommunication systems, equipment, cabling and related systems and equipment in-house and at offsite facilities, troubleshooting telecommunications and circuit related problems and failures
Back-up and/or update systems
Maintain knowledge of technical updates related to PCs, networks, telecommunications, and related systems by reading industry periodicals, attending training classes, and researching industry trends, etc.
Deployment of new hardware and software
High school diploma or GED
Minimum 5+ years of extensive experience in the installation, setup, and maintenance of complex computer systems involved in network and desktop support: hardware, software, peripheral equipment, local area networks, PC and Mac hardware, software and specialized applications
Advanced troubleshooting skills of complex hardware and software
Experience with IT ticketing system (Cherwell preferred)
Effective customer service skills and techniques
Must be able to meet project deadlines
Effective communication and interpersonal skills; ability to act as a project leader as assigned and work effectively with other staff
Good analytical skills
Frequent lifting of up to 25 pounds, and occasional lifting up to 50 pounds
Associate's degree in a related field
CompTIA A+ certification
Apple Certified Mac Technician (ACMT) certification
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