Technology Support Analyst

Position Summary:

As a Technology Support Analyst for American Public Media Group, you will work as part of a dynamic IT team supporting projects and daily operations for the staff of Minnesota Public Radio and American Public Media. While troubleshooting and resolving computer software and hardware issues you'll be focused on developing trusted relationships and delivering outstanding service. You'll be part of an agile and highly collaborative team of technicians and administrators while also working within the larger APMG IT department. This role also includes the opportunity to support the executive leadership team at APMG. A skilled technician with an appetite to learn will find an abundance of opportunities to develop new skills while maintaining good work/life balance.

Expected Compensation Range: $65,500 - $75,000/yr. Exact hourly rate determined by experience and education related to the role, organizational compensation structure and internal equity.

Application Deadline: Open until filled.

Location: St. Paul, MN.

Your Role:

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

• 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.

• Provide primary level support for changes in Cisco phone and voicemail system.

• 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 through their entire life cycle.

• Provide overnight and weekend on-call technical support via rotation.

• Other duties as assigned.

Required Education and Experience:

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

• 3 to 5 years of hands-on IT experience, including:

• At least 3 years of experience with local and remote desktop, laptop and printer support in a service desk and desk side support environment.

• Experience supporting Windows server, and Active Directory environments.

• Experience with TCP/IP networks, routers, and switches.

Required Skills, Knowledge and Abilities:

• Strong knowledge and experience with Windows 10 Professional and newer, Windows Server 2012 and newer, Office 2016/365, and macOS X.

• Solid understanding and experience with PC and Macintosh hardware, software and peripherals.

• Strong knowledge of TCP/IP, DHCP and DNS for troubleshooting purposes.

• Experience with Active Directory, group policies, and SCCM.

• Experience with installing, configuring, and troubleshooting Canon Multi-Functional Devices or other similar MFD's.

• 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 Skills and Experience:

• Experience with Modern SharePoint Online and Microsoft Office 365

• Familiarity with JAMF system management software

• Radio, content production, broadcast environment and/or IP-based audio experience

• CCNA, CompTIA A+ / Network, MCSE, Apple Certified or similar certifications

• ITIL Fundamentals

Reporting To This Position: None.

Physical Demands and Working Conditions:

• Must be able to perform the essential duties of the position with or without reasonable accommodation.

• Some travel to remote bureaus will be required.

• Must be able to be on call 24/7/365 and work non-scheduled hours, with 24-hour transportation.

• Physical Demands:

• Required to move about in an office environment and sit for extended periods of time.

• Required to move about in the community.

• Reach with hands and arms.

• Required to work outdoors at times.

• Frequent use of hands for data entry/keystrokes and simple grasping.

• Required to lift up to 50 pounds.

• Working Conditions:

• Moderate noise level.

• Occasional exposure to prevalent weather conditions.

APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more.

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.